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The Ultimate Guide to Avoiding the Call
Enterprises right and left struggle with a number of strategic imperatives around customer engagement. One among them is “avoiding the call.” Competitive pressure and an ongoing desire to cut costs...
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The Shifting Sands of Customer Service
For decades companies big and small have been trying to figure out how to provide customers with better service. One theory is that the better service your company provides, the happier your customers...
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If Text is the New Talk, Messaging Auto Bots Just May be Your New Buddy
App fatigue sounds like the quintessential first world problem doesn’t it? “Oh I have way too many apps to open and close on my iPhone 6s. My thumb is sore and I’m burning…like many seconds opening and...
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How do you lose a customer before you even have a chance to do business with...
How do you lose a customer before you even have a chance to do business with them? For my brother, it’s putting him on hold three times when he’s trying to book a taxi to the airport for a 7 AM flight....
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Intelligent Assistance: The Channel That Never Sleeps
Seems fitting, being in New York the city that never sleeps, talking about Intelligent Assistants, the channel that never sleeps. Customer interaction never felt so meta. This week Aspect attended the...
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Lead your horses to the water – sorry, your customers to your digital service...
Today’s consumers have made it very clear that they overwhelmingly prefer to use digital channels when it comes to person-to-person communications. And yet when it comes to contacting companies,...
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The Aspect Week That Was 10/23/15 – LIVE Periscope Broadcast of the Week’s...
Here are the items we covered on this week’s Aspect Week That Was: Intelligent Assistant Conference – The OPUS conference last week that brought out the best-of-breed providers of intelligent...
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Infographic: Forrester Study Reveals What Customers REALLY Want from...
We live in a culture of smart phones, messaging apps, texting, email and links to “Chat With A Representative Now!” Self-checkout lanes at the grocery store are more popular than ever, and one-third of...
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Customer Case Study: Pharos Innovations Makes Inroads in Preventing Readmission
Patients operate under the assumption that healthcare providers will give them the best possible care available. However, requirements under the Affordable Care Act (ACA) are elevating expectations for...
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Multi-Slot Speech Recognition at the Fast Food Counter – IVR vs the Human Brain
Customer service is script-driven. As a matter of fact, the human brain has a concept of scripts and domains. It helps with disambiguation in speech communication. At a fast food counter, e.g., the...
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The Future of ITR Part I: Adaptive Dialogue
Over the lifetime of the electronic computer, we have continually struggled with the issue that humans and computers process information and communicate in fundamentally different ways. When two...
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3 Ways to Bridge the Self-Service Divide
Smartphones have given consumers today more information at their fingertips than ever before and because of this, more power. Power to research products, to compare prices and features, and the power...
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Do You Text What I Text? Consumers Begging to Be “Heard” This Holiday Season
Black Friday and Cyber Monday have come and gone and several retail analysts are saying holiday sales have been a little less than stellar. While sales were up last year 4.1 percent, this year they...
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The Future of ITR, Part III: Dealing with Natural Language Ambiguity
Human natural language is ambiguous; this forms the basis of many cultures’ sense of humor, as well as laying the foundation for interactions spanning the gamut from metaphor to double entendre....
View ArticleCustomer Care in 2020
I recently presented at the CCA’s annual Convention in Glasgow, Scotland, and one of the key themes was “The Digital Game,” with sessions examining how organizations are responding to demand for...
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Live Roundtable Webinar: Conversational IVR
Pew Research reported last year that two-thirds of Americans now have smartphones. However this doesn’t necessarily mean that a phone call is still the preferred contact channel. The way customers use...
View ArticleWould your customers rather text than make a phone call?
A growing majority of customers (73%) have told us that if all factors were equal they would prefer to use self-service channels over traditional voice contact to resolve an issue. SMS customer service...
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The Text Channel: Text and Sensibility
Our push toward the text channel has been motivated by the fact that many consumers report that they prefer a text interface to voice. But opening this channel for both live agent interaction and...
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The Customer Effort Ratio in Issue Resolution
When it comes to how they interact with their customers, businesses are told every day by vendors, analysts, service providers, even customers that “everything is changing” and to succeed in a highly...
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What Amazon Echo Means for Omni-Channel Customer Service
My wife and I recently got a new digital maid. Her name is Alexa. We decided to put her into our kitchen. The kitchen is connected to our living-room, so she gets to be among us a lot. She doesn’t...
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