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The Now Consumer: Let Me Do it Myself
The Now Consumer Series is centered around how contact centers have, and will continue to be responsible for providing customer service that exceeds consumer expectations. This much is not subject to...
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How we built a Facebook Messenger Chatbot for a Car Maker
Back in April 2016, I wrote about how Edward came to life: a “virtual host” at the Radisson Blu Edwardian that is serving an ever-growing number of guests at this prestigious hotel chain and has caused...
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Je ne parle pas le français: Why We Need Multilingual Bots
“Don’t look down on someone who uses broken English. That means they know another language.” – a meme on my Facebook feed this week Natural Language Processing, I always tell audiences, is a really...
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Automatic for the People! How Cognitive Technologies Improve Customer Experience
Even the most empowered consumer spends very little time considering the impact of cognitive technologies such as automation, machine learning, artificial intelligence and natural language...
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NLU Lab – The Place for Natural Language Exploration
When an emerging technology such as chatbots on messaging apps meets the expertise of professionals from various industry backgrounds that the new technology draws from, great things happen. Over the...
View ArticleHow AI-Driven Search Brings Us Closer to the Intelligent Workplace
Artificial intelligence (AI) has proven to be a hot topic of 2017 and while the concept of AI has been around since 1950, companies are starting to truly embrace the technology now. One of the latest...
View ArticleUse Conversations in Contact Centre to build strategic differentiation
Almost a decade back, a friend from a leading telecom company had told me that they used about 100 parameters to predict the probability of a customer churning out – an important board room discussion...
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Modern IVR – For when your Contact Center is just not ready yet for Chatbots...
IVR systems have been reliably reducing cost in the contact center for over 2 decades now. Yet, IVR has not exactly been a driver of engaging, productive, and pleasing customer experiences. Why? It’s...
View ArticleIs a Chatbot Your Next Summer Intern?
Interns are an easy way for companies to bring on extra help during their busiest seasons as well as offer a “try-before-you-buy” opportunity where organizations can evaluate the potential for future...
View ArticleAre You Wasting Your Customers’ Time?
Seize the day. Life is short. Time is money. There are plenty of popular sayings that remind us just how precious every moment should be. And even if you’re living these maxims to the fullest in your...
View ArticleCustomer Engagement Center Capabilities: Self Service
Last week we kicked off our customer engagement center capabilities series and today we are diving into one of the core capabilities of our CEC: Self-Service. Customer service is what sets good...
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Apple’s OS will Become an Operating System for Your Life, not Your Devices
The Internet of Things is so yesterday… As Steve Case, former CEO of AOL, a company that formed our perception of the Internet like few others, writes in his book The Third Wave, the future will be...
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CXP 17: Using CX Designer for Omni-Channel Self-Service Application Creation
Application development is all about flexibility, so an Integrated Development Environment (IDE), a software application that provides comprehensive facilities to computer programmers for software...
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Infographic: Agents and Chatbots – Better Together!
Today we released our Aspect Agent Experience survey which took a deep dive into the relationship that customer service agents and chatbots have, or better yet, could have. Multiple research firms...
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CXP 17: Leveraging Natural Language Understanding for Self-Service Chatbots
Last week’s CXP series post covered using CX Designer for self-service application creation and today we are going to continue the series by covering the additional capabilities that take our chatbot...
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Apple Business Chat – A Contact Center Perspective
A week ago, I wrote about how iOS is slowly turning into an operating system for your life, not your devices, by adding customer service and eCommerce functions into its core OS. In this piece, I’ll...
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CXP 17: Creating a More Human-Friendly IVR
In the previous parts of our 3-part series on the new features of Aspect CXP 17, you learned: how the new CX Designer interface opens IVR and chatbot development and maintenance to not-so-technical...
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Summer Travel Underscores Need for Airlines to Overhaul Customer Service
When it comes to customer service departments, few industries underwhelm on an annual basis quite like the airline industry. This isn’t just about leg room, and it isn’t even about being forcibly...
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What Customer Experience Leaders Can Learn from Amazon’s Acquisition of Whole...
When I look at the month of June’s customer experience highlights, I keep going back to Amazon’s acquisition of Whole Foods. I stumbled across this article in Money “5 Ways Amazon Will Change Whole...
View ArticleBurgers + Bots = Engaged Employees
A recent CNBC article discussed the reason McDonald’s stock price hit an all-time high was based on speculation that sales were going to increase due to new digital ordering kiosks that will replace...
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