Intercom

OCTOBER 4, 2023

Prior to the release of AI-powered bots, automated resolution rate would consist of queries that were resolved by simple bots, or more advanced models built on machine learning, such as Custom Answers for Fin (formerly Resolution Bot). Similar to CSAT, customer-centric companies place huge emphasis on monitoring their NPS.

AI 97

AI Customer Service Net Promoter Score Scorecard 97

Lumoa

FEBRUARY 6, 2018

Also, new tech solutions such as AI and machine learning have been getting a lot of attention. But if not applied within a strong operational CX framework, technology can distract and actually move leadership and employees farther away from understand customer emotions, motivations, and expectations. And why not?

CX 129

CX Customer Experience Education Machine Learning 129

Lumoa

OCTOBER 31, 2018

Find someone to champion customer experience at the c-suite and give them influence and resources to actually get things done”. Bell, Customer Loyalty Keynote Speaker, Trainer, Author. data security, gig economy, AI, machine learning).” Never underestimate the customers expectation in CX. And why not?

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64