Beyond Philosophy

FEBRUARY 9, 2024

Bob Black, one of our avid podcast listeners, likes our concepts about eliciting particular customer emotions. Numerous organizations struggle with eliciting specific emotions in their customers. ” These are not emotions; they are adjectives that describe emotions. So, this episode gives them to him.

Mystery Shopping 88

Mystery Shopping AI Sales Technology 88

C3Centricity

DECEMBER 5, 2023

Artificial Intelligence (AI) has become an integral part of our daily lives and has revolutionized how we interact with technology and businesses. This post discusses how to use AI to enhance customer experience with another AI, authentic interactions. Embracing Emotional Intelligence (EI) is crucial for AI.

AI 90

AI Artificial Intelligence Technology Technology 90

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. In this article, we will discuss how the combination of AI and human intuition can be applied to a range of sectors to help solve problems preemptively.

Customer Service 84

Customer Service Predictive Analytics AI Artificial Intelligence 84

The DiJulius Group

APRIL 17, 2024

Uncover the future of customer service as we explore the power of AI, where technology meets empathy head-on. John and his colleague Dave Murray take you through the emerging “collaborative AI” world, redefining traditional customer interactions and the emotional bonds they forge.

AI 52

AI Technology Technology Customer Service 52

Uniphore

JANUARY 25, 2022

However, in artificial intelligence (AI), the feeling is anything but cautious. While the rest of the world was scrambling to course-correct in the wake of the global pandemic, AI was undergoing nothing short of a revolution. Emotion is the Next AI Frontier. Video-based AI software is the answer to that demand.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Fonolo

JANUARY 12, 2023

You probably know at least a bit about AI and automation. They are also popular advancements in automation that employ varying degrees of AI. AI is Personalizing the Customer Experience . Conversational AI (Chatbots). AI is Improving the Agent Experience and Increasing Agent Efficiency . Predictive Call Routing.

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

Bill Quiseng

JUNE 21, 2023

They buy with emotion and justify their decision with reason. They seek the best emotional value in their entire experience, not the minutiae of your logically reasonable best price, product, or service, virtual or physical locations, AI, live chat, or face-to-face customer support, or the many other small details of your experience.

B2C 134

B2C Customer Loyalty AI B2B 134

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

Beyond Philosophy

OCTOBER 15, 2022

Organizations need to embrace that emotional side of their experiences. Combining the emotional data into the formula with concepts from the behavioral science side will make it so organizations can understand what and why their customers do what they do. AI isn’t perfect. from Virginia Tech about AI recently.

Artificial Intelligence 78

Artificial Intelligence Customer Journey Map AI Touchpoint 78

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? Everyone is talking about Artificial Intelligence (AI) and how it has emerged as one of the most significant technological innovations in recent years, revolutionizing various industries and opening up a world of new possibilities.

AI 52

AI Customer Experience Social Media Machine Learning 52

Win the Customer

DECEMBER 20, 2023

As technology evolves, two prominent solutions have emerged: AI-powered chatbots and self-service portals. AI chatbots and self-service customer service portals both offer unique advantages and challenges, prompting contact center leaders to navigate a landscape of choices.

Contact Center 69

Contact Center AI Technology Technology 69

Beyond Philosophy

OCTOBER 20, 2022

This newsletter issue is the second of a series based on a podcast we did with Beyond Philosophy’s own Zhecho Dobrev ( @ZhechoDobrev ), author of The Big Miss: How Organizations Overlook the Value of Emotions. We talked with him before on our podcast a month ago about how emotions drive customer behavior.

Contact Center 78

Contact Center AI Artificial Intelligence Predictive Analytics 78

Execs In The Know

FEBRUARY 29, 2024

Most CX teams today have limited manpower to spare, which is why keeping focused on what matters the most — the needs, preferences, and emotions of your customers and employees can help you avoid potential pitfalls along the way. Example: Last year, Air Canada announced its new AI-enabled customer support chatbots. The best part?

CX Transformation 99

CX Transformation CX VOE AI 99

Customer Think

FEBRUARY 15, 2024

Topic modeling, Customer sentiment, Emotional Value Index. What methods to use with AI? Much mentioned but not always a clear guideline on how to apply it in your customer research. Here are three common Prompts I use to classify the customer feedback.

Voice of the Customer 69

Voice of the Customer Artificial Intelligence AI Customer Feedback 69

Bill Quiseng

NOVEMBER 1, 2023

Business management expert and author @Tom Peters said, “Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. In other words, customers buy with emotion and justify their decision with reason. Perception is all there is!”

CX 97

CX CXM Customer Journey Map Sports 97

Uniphore

NOVEMBER 19, 2021

By leveraging the power of conversational AI. In this article, we’ll explore how AI and automation can help organizations across all industries: Automate Collections Outreach Using an intelligent virtual assistant (IVR) powered by conversational AI, collections departments and agencies can automate outreach to delinquent customers.

Compliance 130

Compliance AI Customer Relationship 130

Uniphore

NOVEMBER 11, 2021

Conversational AI is helping travel and hospitality leaders weather the turbulence and welcome new customers with next-generation CX. In this article, we unpack how AI-powered customer service solutions are working to: Personalize the Traveler Experience More customers are shopping for, booking and changing travel plans online.

Hospitality 130

Hospitality Hospitality AI Touchpoint 130

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. This is our time for a CX Revolution! Part Three.

CX 97

CX CXM Customer Journey Map Education 97

Confirmit

JUNE 24, 2018

A pioneer in emotion recognition technology, the next frontier in artificial intelligence, Affectiva brings emotional intelligence to the digital world, enabling people to interact with technology and each other in a more natural way.

Artificial Intelligence 40

Artificial Intelligence AI Voice of the Customer Technology 40

Taylor Reach Group

JULY 17, 2017

How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)? AI systems have become supercharged at doing just this very thing at high speeds, and with as much data as is available. In the world of AI, the line between influence and manipulation is clouded with intent. Manipulation.

Machine Learning 251

Machine Learning Artificial Intelligence Customer Experience E-commerce 251

Uniphore

NOVEMBER 17, 2021

In this article, we explore how AI-powered speech analytics are helping wealth management firms to: Comply with Record-Keeping Regulations. Conversational AI-powered speech analytics can record, organize and analyze thousands of conversations with greater speed and accuracy than quality assurance (QA) teams ever could on their own.

Compliance 130

Compliance Actionable Insights AI Sales 130

Uniphore

OCTOBER 14, 2021

At Uniphore, our mission is to bridge the gap between people and machines by leveraging AI and automation to improve and optimize conversations across the board. According to Gartner, recent advances in NLT, AI and Machine Learning, are enabling “intuitive forms of communication between humans and systems.”

Technology 182

Technology Technology Machine Learning Innovation 182

Uniphore

JANUARY 21, 2022

AI can perform complex tasks quickly, repetitively and—most importantly—accurately. In the healthcare environment, AI can analyze millions of interactions for compliance issues and alert compliance staff to discrepancies, omissions or incomplete disclosures. AI-powered analytics optimize patient and member services.

Compliance 147

Compliance Healthcare AI Artificial Intelligence 147

Comm100

OCTOBER 9, 2023

Emotional nuance & understanding No matter how advanced, ChatGPT cannot genuinely ‘feel’ emotions. If you are interested in adding AI and automation into your customer service operation, then perhaps an AI Chatbot is a better option for your team.

Customer Service 93

Customer Service AI CX Technology 93

Beyond Philosophy

AUGUST 4, 2022

Artificial Intelligence (AI) is such a promising technology. Dr. Turner explains that he thinks of AI the way author Cathy O’Neil does in Weapons of Math Destruction : Algorithms are opinions embedded in code. Dr. Turner explains that AI decides the “Y” of an outcome. So, Dr. Turner says, AI is not magic.

AI 148

AI Artificial Intelligence Machine Learning Start-ups 148

Fonolo

JANUARY 17, 2023

The cost savings AI offers makes the move to more automation inevitable. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. It’s clear that AI’s impact on customer care and CX will be profound. AI Impacts Your Entire System, in a Good Way.

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

Uniphore

SEPTEMBER 22, 2021

AI-powered interaction analytics gives you real-time insights to guide your agents and optimize the conversation as well as post-interaction analytics to inform customer experience decisions and strategies, automate and improve compliance and quality control, and improve agent performance. Highly accurate speech and text recognition.

Unstructured Data 100

Unstructured Data Machine Learning Contact Center AI 100

Win the Customer

DECEMBER 23, 2023

In an era where technology is deeply integrated into customer touchpoints, the responsible use of AI holds immense potential to revolutionize customer experiences. The ethical deployment of AI not only improves customer satisfaction but also fosters trust and transparency. Human Oversight Integrate human oversight into AI systems.

Touchpoint 69

Touchpoint AI Customer Experience Education 69

Beyond Philosophy

JULY 18, 2020

The Big Mistake People Make with AI. Specifically, one would be wise to understand what AI is, how it works, and what problems it can solve for your business. Ghosh studies AI and its overlap with behavioral economics. There are many types of AI. AI is excellent at categorizing groups. Key Takeaways.

Artificial Intelligence 114

Artificial Intelligence Machine Learning Sentiment Analysis AI 114

Uniphore

SEPTEMBER 9, 2021

Artificial intelligence (AI) is a field that often attracts hyperbole and misinformation fueled by a general lack of understanding. Popular media hasn’t done much to help the public image of AI, with stories of machines capable of thinking for themselves, stealing people’s jobs and threatening humanity. Reinforcement Learning.

Real Estate 100

Real Estate AI Machine Learning Artificial Intelligence 100

Uniphore

JANUARY 21, 2022

Conversational AI and automation are rapidly modernizing today’s healthcare consumer experience. Using real-time data—including emotion, sentiment and intent analysis—AI-powered systems are substantially shortening and simplifying complex patient and member journeys. In other words, better CX can improve patient retention.

Healthcare 147

Healthcare Net Promoter Score CX Artificial Intelligence 147

Taylor Reach Group

SEPTEMBER 6, 2023

by Colin Taylor The rapid advancement of conversational AI has had a profound impact on various industries, and one arena that has been significantly affected is the contact center industry. Conversational AI has brought the industry one step closer to achieving this goal.

Contact Center 65

Contact Center AI Data Entry Sentiment Analysis 65

TeamSupport

JULY 13, 2023

With the advent of this solution, a massive wave of influence has sparked, prompting businesses everywhere to explore ways to leverage AI of this nature. In our realm, businesses are looking to use AI technology to improve their operations, provide exceptional service, and increase customer support efficiency.

B2B 98

B2B AI Sentiment Analysis Customer Satisfaction 98

Bill Quiseng

FEBRUARY 7, 2024

They buy with emotion and justify their decision with reason. Customers pay for their experience, not your product or service. And it’s THEIR experience, not yours.

CX 78

CX B2C Hospitality Hospitality 78

Intercom

FEBRUARY 22, 2023

From its famous hallucinations to what it talks about when out in a bar with some of its fictional AI pals like HAL 9000, ChatGPT was (mostly) happy to discuss it all. I was released as a prototype on November 30, 2022, and since then I’ve been making waves in the world of AI and natural language processing.

AI 119

AI Start-ups Technology Technology 119

Customer Experience Matrix

JULY 1, 2023

Like everyone else in martech land, I’ve been pondering the future of marketing in a world populated with AI. Most research I’ve seen agrees with this Hubspot report that marketers’ top application for generative AI has been content creation (48%), followed closely by data analysis (45%) and learning how to things (45%).

AI 59

AI Manufacturing Omnichannel Technology 59

SurveySensum

FEBRUARY 21, 2024

In today’s business landscape, the integration of artificial intelligence (AI) into customer interactions has become pervasive, spanning industries from retail to healthcare. The concept of “humanizing AI” has emerged as a response to this challenge.

AI 52

AI E-commerce Artificial Intelligence Healthcare 52