Zendesk

JANUARY 18, 2024

What is AI transparency? AI transparency means understanding how artificial intelligence systems make decisions, why they produce specific results, and what data they’re using. Simply put, AI transparency is like providing a window into the inner workings of AI, helping people understand and trust how these systems work.

AI 52

AI Artificial Intelligence Legal Machine Learning 52

Execs In The Know

JANUARY 23, 2024

Using Technology to Support Workers – Not Replace Them At the same time the surge in artificial intelligence (AI) capabilities has inspired both optimism and trepidation among technology industry leaders. AI promises to amplify productivity, particularly in tasks that involve data processing, forecasting, summarization, and calculations.

AI 52

AI Artificial Intelligence Contact Center Transportation 52

Zendesk

APRIL 12, 2023

Even if you’re not familiar with generative AI or large language models (LLMs), you’ve probably heard of ChatGPT, the remarkably human chatbot that can generate surprisingly conversational answers, passable college essays—even dad jokes. What are generative AI and large language models (LLMs)?

AI 98

AI Engineering Start-ups Legal 98

DMG Consulting

JULY 6, 2023

Generative AI Shakes Up the CX Market We’re all hearing about ChatGPT, GPT-4, Bard, Copy.ai, DALL-E, Rytr, and other generative AI technologies. According to the hype, solutions enabled by generative AI are either going to make the world a better place or replace the need for human employees.

AI 48

AI CX Contact Center Government 48

CommBox

JUNE 25, 2023

Is there a fundamental principle that governs how businesses address the ever-growing volumes of customer communication? The introduction of generative AI technologies such as ChatGPT, disrupts that long-standing balance. These principles form the bedrock of economic understanding. But what about the world of customer service?

AI 52

AI Customer Service Net Promoter Score Contact Center 52

Zendesk

NOVEMBER 28, 2023

What is AI as a service? AI as a service (AIaaS) is a service offered by third-party vendors that allows businesses to incorporate AI-powered tools and capabilities into their systems. Premiering in 1962, the cartoon accurately depicts many technologies we use today—including AI. If you’re new to this, no worries.

AI 52

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SugarCRM

APRIL 2, 2024

Sales professionals are curious about integrating this technology into their daily activities and how LLM and generative AI can simplify their workflows and relieve them of some of the mundane tasks that take up the time they could use for actively selling. However, no universal LLM or generative AI solution can serve all sales professionals.

Sales 26

Sales AI CRM Government 26

Qualtrics

JANUARY 29, 2021

2021 promises to be a “takeoff year” for experience management (XM) in government. The events of the past 12 months have made obvious, sometimes painfully, the critical role people’s experience with government plays in preserving public health and stabilizing economic and social life.

Government 26

Government Sentiment Analysis Technology Technology 26

Experience Investigators

JANUARY 30, 2024

We’re peeling back the curtain on Sam’s Club’s groundbreaking AI-based receipt verification system and exploring the ripple effects on the future of retail. Switching lanes, we delve into the government’s customer experience revolution, with a spotlight on the USDA’s recent initiatives.

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CX Government Manufacturing CX Transformation 52

Fonolo

SEPTEMBER 11, 2018

This is a) partly because terminology around AI is problematic; b) partly because objective data is sparse; c) partly because the loudest voices have, well, let’s say motivated reasoning ; and d) partly because there are multiple overlapping questions. The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”.

AI 89

AI Customer Service Contact Center Artificial Intelligence 89

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. Best Uses of AI in Customer Service and CX.

AI 52

AI Customer Service Machine Learning Artificial Intelligence 52

Zendesk

FEBRUARY 23, 2023

Serve your citizens with exceptional CX When most people think of a great customer experience (CX), interacting with a government agency is not exactly the first thing that comes to mind. Many government agencies have decades-old technology with disconnected data sources.

CX 52

CX Artificial Intelligence Government Social Media 52

SugarCRM

MAY 5, 2022

Sales and marketing leaders are failing to realize the benefits of what an AI-driven and purpose-built CRM platform can offer. Delivering Great CX Is Getting Easier with AI. Besides the benefits of AI, there’s an added emotional layer to consider. Environmental, Social, and Governance (ESG) programs.

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AI CRM Touchpoint B2B 49

Customer Think

APRIL 11, 2023

Back in 2017 when we served on the AI Advisory Committee for Execs In the Know, we wrote an article about the role of artificial intelligence in the future of business. Our article called out, rather presciently, the need for governance, standards, and.

Artificial Intelligence 59

Artificial Intelligence Government Customer Experience AI 59

Logicalware

FEBRUARY 18, 2024

Their requirements were clear: UK Government-approved (G-Cloud framework RM1557.13), reliable, secure, and aligned with a forward-thinking vision. Our plans for the future include the implementation of Smart Chatbot, AI Knowledgebase, SMS survey, Customer Insight, Video, and co-browsing with the aim to improve first contact resolution.

Government 59

Government Omnichannel Touchpoint AI 59

The Customer Service Blog

MAY 15, 2023

In the future, Mr Postings said he was concerned that artificial intelligence (AI) would let scammers "spoof people even more than is already the case". He added that AI could be used to automate fraud and generate convincing scams to trick people. What can we expect in the future?

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Comm100

DECEMBER 12, 2023

From nuanced personalization powered by AI to the seamless experience of omnichannel, these trends are not mere shifts – they’re transformative forces. We’ll explore how Generative AI is changing the very fabric of customer interactions, while balancing this automation with emotional intelligence.

Innovation 78

Innovation Customer Service Omnichannel Social Media 78

SugarCRM

SEPTEMBER 26, 2023

Discover some insights in this article that will help you use AI CRM insights to grow your business and accelerate your CX efforts. That information can be used to spot purchase patterns or make recommendations using AI paired with analytics. When AI is used for lead scoring, the system looks at similarities of historical conversions.

CRM 26

CRM AI Sentiment Analysis Invoicing 26

SugarCRM

AUGUST 4, 2022

Still struggling to add artificial intelligence (AI) to your sales operations ? Have AI but keep running into common challenges? AI has made big strides in the past decade—and even the past few years. As you explore AI for sales, you may encounter hindrances from lacking manager buy-in to adding it to your most common workflows.

AI 26

AI Sales Artificial Intelligence Legal 26

C3Centricity

APRIL 4, 2020

The government in the UK just upped its rescue fund to a billion pounds and slashed its rates in the hope of lowering rents. The post How to Better Understand Shoppers by Using AI and ML appeared first on c3centricity. In the UK 50,000 of the 500,000 high street stores are empty , that’s a whopping 10%. So what is going on?

ML 62

ML AI Retail Government 62

Fonolo

SEPTEMBER 11, 2018

This is a) partly because terminology around AI is problematic; b) partly because objective data is sparse; c) partly because the loudest voices have, well, let’s say motivated reasoning ; and d) partly because there are multiple overlapping questions. The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”.

AI 52

AI Customer Service Contact Center Artificial Intelligence 52

Comm100

NOVEMBER 25, 2020

There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different. AI and CRM are a match made in heaven. In addition to these time-saving and accuracy capabilities, another feature worth mentioning is better security.

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CRM AI Customer Service ML 52

VOZIQ

AUGUST 2, 2023

With AI becoming the topic of conversation and the rapid changes in the economy affecting businesses, leaders are looking at AI to be their ally in driving growth. Get acquainted with our pick of the best articles on customer retention, building trust with customers, and AI-enabling growth.

Artificial Intelligence 52

Artificial Intelligence AI Government Customer Retention 52

Comm100

JANUARY 23, 2023

Bring this understanding of what your customers value highly into your CX governance process, advocating for them during decision-making that impacts changes to products, services, and operations. Centers will continue to leverage AI and automation to reduce live-agent interactions.

Customer Experience 121

Customer Experience AI Outlook CX 121

SugarCRM

MAY 10, 2018

Largely unchecked and unburdened by government regulation, the pace of innovation has been amazing, and the services, products, and applications from the digital era have taken on a life of their own. This brings me to AI, another cutting-edge technology that is about to go mainstream. companies to hold an AI summit.

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AI Government Entertainment Innovation 48

Shep Hyken

AUGUST 16, 2022

The Role of AI in Customer Care. Building Human-Centered AI in Customer Service and Experience . Shep Hyken interviews Seth Dobrin, IBM ‘s first Global Chief AI Officer, leading the company’s corporate AI strategy. Top Takeaways: What do we mean when we talk about AI for business?

Artificial Intelligence 57

Artificial Intelligence AI Healthcare Government 57

Uniphore

OCTOBER 5, 2021

As for our customer-facing assets, when contact centers were forced to scale down because of pandemic-induced lockdowns, our array of digital assets (AI-driven bot, mobile app, customer portal, WhatsApp, etc.) Not only could farmers approach us for servicing, but they could also interact with the government via this app.

Contact Center 100

Contact Center Artificial Intelligence AI Government 100

DMG Consulting

DECEMBER 1, 2020

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. AI-based conversational systems are automating and speeding up the handling of all kinds of interactions.

Contact Center 100

Contact Center Artificial Intelligence Retail Government 100

Customer Experience Matrix

DECEMBER 13, 2020

It seems just yesterday that we were impressed to hear that a company’s product was “AI-powered”. But AI continues to grow stronger even if it doesn’t get as much attention (which the truly paranoid will suspect is because the AIs prefer it that way). Back in 2018 we saw it at least as often as AI.

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Social Media AI Government Artificial Intelligence 122

VOZIQ

OCTOBER 17, 2023

Our collection of articles for the m onth highlights the need for leaders to focus on Generative AI to mitigate risks amid ambiguous and volatile market scenarios and prepare for the f uture. It highlights the potential of AI to streamline financial processes, improve forecasting accuracy, and enhance data analytics.

Customer Retention 52

Customer Retention AI Compliance Innovation 52

Beyond Philosophy

MARCH 31, 2020

He already had two other medical insurance coverages so he called and asked the bank not to renew it but they asked him to go to a physical office and that’s at a time when the government asked everyone to avoid any non-essential travel. Healthcare, AI, and Robotics. Digital Everything. Digital Transformation. Deliveries & Driving.

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E-commerce Hospitality Hospitality Healthcare 200

Execs In The Know

FEBRUARY 5, 2024

Hyper-Automation is Revolutionizing BPO Operations Hyper-automation takes automation a step further by integrating multiple advanced technologies and platforms, such as artificial intelligence (AI), machine learning (ML), and robotic process automation (RPA), to optimize as many business processes as possible across a company.

Healthcare 59

Healthcare Sentiment Analysis Artificial Intelligence ML 59

Execs In The Know

JUNE 7, 2023

Importance of Generative AI Many CX leaders acknowledged the potential of generative artificial intelligence (AI) in driving efficiencies. However, concerns were raised about governance and compliance in implementing AI solutions.

CX 85

CX Compliance Artificial Intelligence AI 85

Customer Think

DECEMBER 4, 2022

AI can also help. Governance: often becomes a compliance tool, must do to avoid penalties. The Tata companies in India are an example of good governance, and in a sense their governance is considered a value center. If they cannot solve the customers problems, the call center software will be changed.

Non-Profits 75

Non-Profits Government Compliance Retail 75

Comm100

FEBRUARY 10, 2022

In this article, we’ll be looking at these findings in more detail and exploring how these takeaways can help government agencies improve the public engagement, trust, and CX. Citizens are 9x more likely to trust a government agency when they are satisfied with the service they receive.

Government 52

Government Customer Experience Social Media CX 52

ECXO

NOVEMBER 9, 2023

Additionally, to her book, she has contributed to renowned works such as “The Secret Sauce for Leading Transformational Change,” “Mobile Medicine: Overcoming People, Culture, and Governance,” and “Advanced Health Technology: Managing Risk While Tackling Barriers to Rapid Acceleration and other CX related publications.”

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CX CXM Government Innovation 52

Execs In The Know

MARCH 16, 2023

While digital technologies continue to take center stage, achieving successful transformation is as much about people and relationships as it is about automation and AI. Mark: I think my biggest takeaway is that AI is here. Mark: As I mentioned, people want authentic, humanized experiences that are enabled by AI.

Contact Center 97

Contact Center Innovation AI Technology 97