Chatbots have gone so mainstream that most people know what they are and their various applications. However, not many people can talk fluidly about it without asking for explanations on certain concepts. Here are a few chatbot-related terminologies that can
First Call Resolution (FCR) is an indispensable metric for contact centres to measure and improve.Research conducted by Ascent Group suggests that 60% of companies measuring FCR for a year or longer reported improvements of up to 30% in their performance.
From customer support, business intelligence, service management, lead generation to information retrieval, chatbots have gained widespread adoption across functions. The reason why organizations are actively embracing bot technology is that chatbots not only have several high value business use cases
One of the key factors for creating better conversational user experiences (CUX) and driving chatbot user adoption is the chatbot personality. Having the right personality enables the chatbot to conduct human-like, rich, personalized and relatable conversations with users and establishes
As much as AI and its abilities are being spoken about and speculated today, there are quite a few myths that are doing the rounds as well. While some believe that it to be a deus ex machina, a tool
As businesses today incorporate AI and automation technology into their customer service workflows and day to day business in general, chatbots are a high-value addition to the mix. However, what business stakeholders really want to know are the different ways