Fonolo

FEBRUARY 20, 2019

Incorporate Social Listening. Social listening goes beyond just monitoring online conversations: It’s a combination of qualitative observation and quantitative analysis of sentiment and intent. Social listening is a brilliant tool to have as a customer service executive in the midst a brand crisis.

Social Media 89

Social Media Contact Center Social Listening Artificial Intelligence 89

CallCare

NOVEMBER 23, 2021

Artificial intelligence (AI) is one of the most popular subjects in the customer service contact centre right now. Although Eliza, the first chatbot, was created in 1966, it’s only more recently with developments in AI and machine learning that interest in bots from a customer service perspective has really taken off.

Artificial Intelligence 52

Artificial Intelligence Text Analytics AI Machine Learning 52

1 to 1

MARCH 2, 2023

Workforce reductions are tempting in the face of economic headwinds but technology and customer experience experts urge contact center leaders to take the long view, and resist. Myron said other areas where contact centers will increase technology investment in 2023 include self-service automation and conversational AI/chatbots.

CX 26

CX Contact Center Artificial Intelligence Social Media 26

Aquire

OCTOBER 26, 2021

According to research, only about 2 in 5 people are comfortable with artificial intelligence accessing their employment or family information, and only one third are comfortable with the technology knowing their health or financial information. B2C technology companies knock it out the park with this type of personalization.

CX 52

CX Artificial Intelligence Entertainment Retail 52

Sprinklr

OCTOBER 7, 2021

The proliferation of digital channels combined with the right technology lets you explore data and insights about competitors in ways you couldn’t before. The benefits of social listening for competitive benchmarking help your organization compare and inform: Brands’ social performance. Content strategy. Paid strategy.

Social Listening 102

Social Listening CXM Unstructured Data Social Media 102

Aquire

OCTOBER 5, 2021

Troubleshooting problems via innovative customer service technology like cobrowsing or video chat. Posting on social media about a positive or negative experience. Additionally, make sure your contact center is well-staffed and has the customer service processes and technology to field requests efficiently. Try AI chatbots.

Customer Service 105

Customer Service Omnichannel Social Media Social Listening 105

Execs In The Know

FEBRUARY 17, 2023

It’s something our advisory team at VXI observes frequently when evaluating a brand’s social media technology stack. If your social listening and engagement platforms are two separate tools, it’s time to downsize. Today, leveraging AI to gain efficiencies on social media extends beyond a messaging bot.

Social Media 52

Social Media Artificial Intelligence AI Retail 52