Healthcare companies should know that using conversational Artificial Intelligence (AI) to automate more in the contact center will make all stakeholders happier and relieve the burden on operations. But given the complexity of all that Healthcare companies are dealing with, it can be hard to prioritize or even know where to begin. Using these best […]
Stephen Hawking was often referred to as the greatest physicist since Einstein, and he is viewed as a hero by many who feel he taught the world much more than cosmology and theories on gravity. His story is objectively inspirational, having outlived Lou Gehrig’s disease by more than 50 years while at the same time […]
Artificial Intelligence: the buzzword of all buzzwords. AI has been talked about for months and years on end, with businesses finally beginning to insert it into their planning and priorities. But one of the things that we have heard a lot is that many people within these businesses do not totally understand what it means. […]
Amid the dozens of Super Bowl ads vying for the top spot as most memorable, one that stuck out to us was Sprint’s depiction of Evelyn, the advanced AI robot who advises her creator to switch wireless carriers.* Whether or not you work in Artificial Intelligence and technology, the ad is clever enough to make […]
This blog was adapted from our November 2017 webinar, Designing a Self-Service Strategy With Your Customers & Agents in Mind, where we identified the Intelligent Front Door as a great way to practically introduce AI to your contact center. “The process of determining what to automate can be a journey because there are so many […]
With the onset of a world dominated by artificial intelligence (AI), people have been wondering just what the future of AI will be. Many people predict AI will save all human kind, while others suspect it will be the end of human kind. One thing’s for sure, AI is here. For the people who fear […]
Identifying where and how to implement Artificial Intelligence is one of the biggest challenges companies face when considering self-service. After hearing this from leading companies in the industry, we asked SmartAction’s Director of Client Solutions Kim Cox to share typical advice she gives clients. In our recent webinar, she details the areas where clients have […]
As more businesses introduce chat, social media, and even video channels to their omnichannel contact center, it is easy to forget about the evolution of the traditional voice channel and envision a phone line that is somehow less busy than before. Indeed, according to the Deloitte 2017 Global Contact Center Survey, voice is expected to […]
Customer service professionals often fear that advanced technology will gut workforces and remove the human touch from customer communications. But it’s now clear that the opposite is true. Technology allows for more innovative, meaningful, and ongoing customer engagement thanks to its ability to streamline processes. Customer service teams are actually expanding and, as we well […]
Alexa, Google Home, and other rapidly advancing digital assistants have increased customers’ willingness to engage with machines as they have come to not only expect, but appreciate their conversational nature. This attitude shift is transforming how traditional call centers should be doing business – using conversational AI bots to deliver positive user experiences and operational […]
In today’s market, the customer reigns supreme: their spending habits dictate business profitability. To keep consumers happy, brands must listen to the opinions of existing customers, as well as better understand prospective ones. When it comes to support issues in this digital age, convenience and ease supersede all other needs. More than ever, customers want […]
“You are only as good as your weakest channel.” – Nancy Jamison, Principal Analyst, Digital Transformation Practice at Frost & Sullivan This is an insightful quote from Nancy Jamison, a leading analyst in the call center space. It speaks to the changing customer landscape and the importance of staying up-to-date on what technology customers actually […]
