DMG Consulting

DECEMBER 1, 2020

2020 Contact Center Retrospective. What an amazing year 2020 has been – never seen anything like it and hope we won’t again. Artificial Intelligence (AI)-based self-service capabilities – Self-service has become the channel of choice for customers in many countries, as surprising as it seems.

Contact Center 100

Contact Center Artificial Intelligence Retail Government 100

SurveySensum

JUNE 18, 2019

Building brand experience by integrating artificial intelligence can personalize user experience however CX is about emotions not about technology. Data intelligence for personalization in customer interactions. Today, the combination of digitalization and AI have made marketing into a science backed up with user data.

Artificial Intelligence 40

Artificial Intelligence AI Customer Experience Hospitality 40

DMG Consulting

MAY 26, 2020

WFO Trends in 2020. 2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. Predictive analytics, an AI-based application, is getting a lot of attention, even if these solutions are still in their infancy.

Predictive Analytics 96

Predictive Analytics Contact Center Artificial Intelligence Text Analytics 96

CallCare

AUGUST 14, 2023

It’s safe to say that artificial intelligence (AI) is changing the way businesses approach customer services. One such advancement in customer service technology is AI live chat. One such advancement in customer service technology is AI live chat. To do this, they also analyse historical chat data.

AI 52

AI Artificial Intelligence Technology Technology 52

Ameyo Callversations

NOVEMBER 16, 2021

In a digital-first post-pandemic world, exceptional customer experience has become a priority without stepping out, and organizations are paying close attention to making it happen with inbuilt AI technologies in contact and cloud centers. A report predicts that the AI market size will reach US$ 270 billion by the end of 2027.

Contact Center 96

Contact Center AI Artificial Intelligence Customer Experience 96

Callminer

SEPTEMBER 1, 2020

Downtime encouraged participants to check out virtual trivia, live artificial intelligence (AI) and analyst think tanks, an exhibit hall staffed by lively sponsors, a scavenger hunt and more — all from the comfort of home. CETX 2020: It was a cyber success.

VOE 182

VOE Artificial Intelligence Contact Center Entertainment 182

DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. 2020 is looking to be an outstanding year for contact center investments. As artificial intelligence (AI) is a top investment priority for most companies, we elected to inquire about a few specific AI-related topics, as shown in Figure 1. See Figure 1. .

Contact Center 87

Contact Center Social Media Artificial Intelligence AI 87

Comm100

OCTOBER 30, 2020

You know that the best AI chatbots reduce operational costs and provide cost effective 24/7 availability. We’ll cover some of the best AI chatbot technology in the field, then give you some tips on how to make your final decision. Best Chatbots 2020: Chatbot Providers that Stood Out of the Crowd.

Technology 59

Technology Technology AI Artificial Intelligence 59

Beyond Philosophy

JANUARY 5, 2021

So, for better or worse, we shall do that for 2020 as well. We shared both personal and business things that 2020 has taught us on a recent podcast. Customer Science is the fusion between digital technology, artificial intelligence (AI), behavioral science to increase understanding of what customers want and what they do to get it.

Artificial Intelligence 88

Artificial Intelligence Machine Learning Government AI 88

DMG Consulting

MAY 21, 2020

VISION 2020. Startups and large enterprises are investing billions in artificial intelligence (AI) and automation-based initiatives that will change the way we live our lives and conduct business over the next ten to twenty years. A new generation of flexible, AI-based WFM solutions will emerge to support this.

Artificial Intelligence 48

Artificial Intelligence Contact Center Outlook Transportation 48

Logicalware

NOVEMBER 21, 2023

At Puzzel’s annual event, Elevate ‘23, artificial intelligence took centre stage. Shedding light on one of this year’s hottest topics, we brought together industry experts to explore the profound impact AI has on the world of customer experience. Among these experts was Zack Kass, AI Futurist and former GTM leader at OpenAI.

Artificial Intelligence 59

Artificial Intelligence AI Construction Technology 59

Fonolo

MARCH 25, 2019

One thing is clear: Everyone is talking about artificial intelligence (AI) these days. If you look at searches and mentions of AI online, you can see a clear exponential trend. This is also evident in the customer service space, where interest in popular AI tools (like chatbots) has grown. What the Future Holds.

AI 70

AI Artificial Intelligence Contact Center Machine Learning 70

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. When: Today, 8 April 2020. Where: Available at the DMG Consulting online store.

Predictive Analytics 62

Predictive Analytics Contact Center Machine Learning Artificial Intelligence 62

Execs In The Know

JUNE 9, 2023

Welcome to a new era of call centers, where cutting-edge Artificial Intelligence (AI) technologies are revolutionizing the customer service landscape. Today, AI is paving the way for personalized, efficient, and engaging interactions that leave customers delighted and businesses thriving.

AI 52

AI Predictive Analytics Sentiment Analysis Artificial Intelligence 52

1 to 1

JANUARY 25, 2021

The most successful brands will blend Artificial Intelligence (AI) with human intelligence to deliver the hyper-personalized effortless experiences today’s customers crave. TWO: Train employees with AI-powered “customers”. THREE: Empower associates with AI-driven advice.

Artificial Intelligence 29

Artificial Intelligence Unstructured Data Contact Center AI 29

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. When: Today, 30 September 2020.

Customer Service 62

Customer Service Contact Center Artificial Intelligence Text Analytics 62

DMG Consulting

JANUARY 3, 2020

Vision 2020. Start-ups and large enterprises are investing billions in artificial intelligence (AI) and automation-based initiatives that are going to change the way we live our lives and conduct business over the next 10 – 20 years. We enter the new decade with great momentum in technological innovation.

Contact Center 48

Contact Center Artificial Intelligence Outlook Transportation 48

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. Artificial intelligence, machine learning and predictive analytics ushering in a new era of servicing. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. When: Today, 18 February 2020.

Artificial Intelligence 48

Artificial Intelligence Contact Center Text Analytics Predictive Analytics 48

Uniphore

NOVEMBER 16, 2021

Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. Using conversational AI to automate ACW improves the experience for both your customers and your agents, while driving productivity and accuracy. And shift we did.

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

Fonolo

DECEMBER 12, 2018

By 2020, customer experience will overtake price and product as the key brand differentiator. By 2020, 30 percent of all B2B companies will employ artificial intelligence (AI) to augment at least one of their primary sales processes. Artificial Intelligence (AI): Hero or Villain?

Artificial Intelligence 116

Artificial Intelligence CX Contact Center Machine Learning 116

CSAT.AI

OCTOBER 13, 2020

Machine learning based tech is becoming more sophisticated with virtual influencers , robot assistants , AI making appointments by phone. Acceleration of AI adoption Post-COVID. Interactions LLC conducted customer surveys in 2020 that revealed general support for AI and robotics.

AI 52

AI Machine Learning Customer Service Artificial Intelligence 52

Fonolo

FEBRUARY 20, 2020

Artificially intelligent automation could help provide this level of customer support, as long as it’s executed well. Related content for you: 3 Major Contact Center Trends in 2020. And that’s where AI automation comes in. Top content for you: Top Contact Center Trends in 2020.

Contact Center 101

Contact Center Artificial Intelligence AI Omnichannel 101

Provide Support

FEBRUARY 8, 2018

AI Chatbots Vs. Human Powered Live Chat. Predicting what the future of customer service will be like a few years from now there is absolutely no room for doubt that artificial intelligence is going to transform the way businesses interact and engage with customers.

Artificial Intelligence 62

Artificial Intelligence AI Gaming Customer Service 62

Logicalware

JANUARY 25, 2022

Without it, we wouldn’t have been able to send workers home in 2020 and continue operating throughout the lockdowns that followed. If cloud technology was the superhero of 2020, video was its sidekick. Automation & AI. So why is cloud still a technology trend in 2022?

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

Zendesk

MARCH 2, 2021

But in 2020, COVID-19 led to a spike in call volumes at pharmacies and airlines. Suddenly, customers were forced to engage more with conversational AI—and often found they didn’t mind the change. Suddenly, customers were forced to engage more with conversational AI—and often found they didn’t mind the change. Not necessarily.

AI 52

AI Machine Learning Artificial Intelligence CX 52

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. DMG expects the number of CBCCI seats to increase by 23% in 2019 and 2020, by 21% in 2021 and 2022, and by 20% in 2023.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. AI is playing an increasingly influential role in today’s world. Foundational component of next-gen, digitally transformed service organizations.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Machine Learning 48

Comm100

MARCH 20, 2024

Similarly, in Canada, the Edelman Trust Barometer reported a drop in public trust in government, falling from 53% in 2020 to 49% in 2021. 24/7 availability with accurate chatbots The integration of chatbots powered by artificial intelligence (AI) can provide 24/7 assistance to citizens. You can read the full story here.

Government 78

Government Social Media Artificial Intelligence Legal 78

Execs In The Know

MARCH 15, 2023

Automation goes wrong when your AI solution can’t determine intent. A 2020 NICE inContact survey found that 91% of consumers want to speak with a live agent when they have a complex issue. To learn more about how to use AI automation the right way, go to www.interactions.com.

Contact Center 52

Contact Center Artificial Intelligence AI NPS 52

CSAT.AI

MAY 15, 2018

Mention Artificial Intelligence (AI) to many and it still conjures images of sci-fi films with robots plotting to take over the world. AI is changing the current customer service sector, but AI has been around longer than most people realize. We Already use AI. AI has evolved. AI Solves Problems.

AI 52

AI Artificial Intelligence Customer Service Machine Learning 52

DMG Consulting

MAY 21, 2020

The level of investment in service organizations and contact centers in 2019 was one of the highest ever, and 2020 is looking to be even better, as long as the economy remains strong. Last year was the year of artificial intelligence (AI) and robotics, a trend that will persist as the tools continue to improve.

Artificial Intelligence 59

Artificial Intelligence Contact Center Customer Service Machine Learning 59

Lumoa

SEPTEMBER 30, 2022

But, even though the use of chatbots in the financial sector has increased by 200% since 2020 , the key to delivering a great experience is to balance both chatbots and human interactions. . Widening the Role of Artificial Intelligence in Banking CX. Improving the customer journey is a great use case for AI.

Customer Experience 94

Customer Experience Artificial Intelligence Outlook CX 94

UJET

JANUARY 18, 2018

Artificial intelligence (AI) is deemed by many as the next big thing in customer support. The concept of intelligent data or pattern-driven automation is exciting and we are seeing organizations welcome it with open arms. In fact, a recent study by Oracle titled, “Can Virtual Experiences Replace Reality?”

Artificial Intelligence 69

Artificial Intelligence AI 69

CommBox

SEPTEMBER 13, 2021

Businesses are widely deploying AI-powered service chatbots to improve customer service and increase sales. In fact, between 2018 and 2020, the adoption of chatbots increased by 67%. Chatbots are AI-powered conversational assistants created to communicate with customers without human intervention. What are Chatbots? .

Sales 98

Sales AI Healthcare Omnichannel 98

Uniphore

DECEMBER 17, 2021

That’s where conversational artificial intelligence (AI) and automation can help. Conversational AI is a set of advanced technologies that recognizes and comprehends human language and uses this understanding to optimize, automate, and analyze conversations in and across multiple channels. AI Adoption in Healthcare.

Healthcare 130

Healthcare Contact Center AI Artificial Intelligence 130

C3Centricity

JANUARY 13, 2021

Perhaps that’s the reason why we recorded an over 15% increase in our readership in 2020. In appreciation of your loyalty, we have summarised the top twenty articles we published in 2020, so you can check that you didn’t miss any, or remind yourself of their usefulness: #1. Well think again!

Hospitality 71

Hospitality Hospitality Actionable Insights Artificial Intelligence 71

Hodusoft

FEBRUARY 9, 2022

2020-21 saw most contact centers make a shift to cloud contact center software. The industry is looking forward to a new year full of personalized solutions, advanced contact center technology, and conversational AI. Moving past the contact center technology trends 2020 , they will have to cater to this demand for omnichannel service.

Contact Center 98

Contact Center Technology Technology Social Media 98