Execs In The Know

JUNE 9, 2023

According to a Gartner report , one in 10 agent interactions will be automated by 2026, an increase from an estimated 1.6% AI continues to be a top destination for investment (page 70), but brands are also investing in technologies that enable AI, like Text/Voice Analytics, Big Data Utilization, and Predictive Analytics.

AI 52

AI Predictive Analytics Sentiment Analysis Artificial Intelligence 52

DMG Consulting

APRIL 13, 2022

In the future, we expect to see predictive analytics used to align WFM recommendations and schedules with contact centers’ core routing and queuing engines to improve the customer and agent experience while increasing productivity and reducing costs.”. said Donna Fluss, President of DMG Consulting LLC. “In

Artificial Intelligence 48

Artificial Intelligence Contact Center Predictive Analytics Innovation 48

ECXO

NOVEMBER 16, 2023

Predictive analytics are being used to anticipate customer needs, identify likely issues and and work out what comes next. Like me, you’ll have read lots of stories in your feeds about how ChatGPT, the most famous GenAI tool on the block, is predicted to cause ‘ internet-level disruption ‘. Then ChatGPT happens.

AI 65

AI CX Customer Experience Artificial Intelligence 65

Ameyo Callversations

AUGUST 24, 2022

billion by 2026. The Natural Language Processing (NLP) technology used in these bots uses predictive analytics to understand user intent from their conversation or queries raised. On the one hand, 69% of consumers prefer using chatbots to get instant responses ( Source ). But that’s not all of it.

AI 52

AI Sentiment Analysis Contact Center Artificial Intelligence 52

Lumoa

SEPTEMBER 11, 2023

With the power of Lumoa’s predictive analytics capabilities, you will be in the driver’s seat when it comes to anticipating customer needs and trends. The Customer Experience Management Market Report from Markets and Markets, published in 2021, predicted steady growth for the sector over the next five years.

Customer Experience 83

Customer Experience Net Promoter Score NPS Start-ups 83

Lumoa

SEPTEMBER 11, 2023

With the power of Lumoa’s predictive analytics capabilities, you will be in the driver’s seat when it comes to anticipating customer needs and trends. The Customer Experience Management Market Report from Markets and Markets, published in 2021, predicted steady growth for the sector over the next five years.

Customer Experience 83

Customer Experience Net Promoter Score NPS Start-ups 83