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Chatbots > Robots? Spoiler: Yes
I recently read a news story about Fabio. No, not the Fabio famous for steamy romance novel covers and more recently hustling imitation butter. This Fabio is a robot who was recently fired from a...
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Why are customers willing to pay more for a better experience?
Today’s data driven economy means that making purchases is no longer as simple as ‘shopping around’ for the best features, the best price or even the most convenient buy. Regardless of whether we’re...
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How We Built the Wine Bot Margot for Lidl
It was mid-July 2017 when I got an email from a sales colleague about a potential chatbot opportunity with a short window to respond. The prospective customer was the UK branch of supermarket chain...
View ArticleThe State of Chatbots
Confession: I don’t like to talk on the phone. I’m not alone. In fact, Aspect’s 2017 Customer Experience Index contact with customer service via talking to a live agent has declined 10% in the past 2...
View ArticleYour IVR Doesn’t Have to Suck
Given the growing customer preference for solving problems on their own, you’d expect consumers to like interactive voice response, or IVR — the first generation of self-service technology. They don’t....
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The Facebook Predicament: Investment Protection, Thanks to Aspect
Last week, in the wake of the Cambridge Analytica scandal several companies and celebrities, including SpaceX, Playboy, Will Farrell and Cher left Facebook. Meanwhile, Facebook put a temporary pause...
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Improve Your IVR, Improve the Customer Experience
I’m lucky enough to live in a warm part of the country. Thanks to a certain mouse, it’s a convention and meeting mecca. This time of year is especially popular for companies in the Midwest who are in...
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How We Built Ivy
Back in mid-2016 as we were looking into the various platforms we could integrate with our Aspect CXP solution, which lets enterprises build and run AI-powered customer and employee self-service dialog...
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Machine Learning or Linguistic Rules: Two Approaches to Building a Chatbot
“It gets better over time” may be the leading slogan for artificial intelligence (AI) these days. It’s also the technology’s biggest excuse. Is “better later” acceptable in today’s marketplace? How...
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The New World of Customer Service
Earlier this week, Digiday published an article about Overstock’s customer service, specifically that Overstock’s customer service texts have a 98% open rate. When I first saw the headline, my initial...
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We’re in the running for three cloud awards!
We’re in a celebratory mood over at Aspect Europe HQ, as the hard work from our dedicated teams over the last few months has been recognised by being shortlisted for not one, not two, but three UK...
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How far can AI go in customer service?
Last week, Google held its annual developer conference, announcing a host of new software plans. With almost every aspect including artificial intelligence (AI), the search company proved its...
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Customer Lidl UK wins Best Consumer Chatbot at the 2018 CogX awards!
We’re thrilled to announce that earlier this week, customer Lidl UK won the esteemed prize of Best Consumer Chatbot at the CogX 2018 Awards. The awards, which celebrate the year’s most innovative and...
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The evolution of self-service technologies and the customer experience
The evolution of customer self-service The way we shop, chat with our friends, read books, watch films, order food and hail a cab has completely changed over the last ten years. The modern consumer is...
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Natural language processing and the pursuit of excellent customer self-service
With convenience being king for consumers in the omni-channel world that we live in, the appetite for automated customer self-service is greater than ever before. Many businesses have taken steps to...
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Why All Businesses Should Invest in Chatbots
The customer service landscape is more dynamic now than ever. New technologies have emerged due to customer demand and digital disruption such as chatbots and artificial intelligence (AI). It is time...
View ArticleIs Your Contact Center Enabled by AI-Based Solutions?
Imagine a world where your customers are conversing with an automated service over voice or text, as per their preference, and are provided with the answers they are seeking. Well, one needn’t imagine...
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Introducing AI into the Enterprise
Contact centers that understand the tremendous benefits to be had from advanced analytics will likely be the same ones that lead the pack in introducing Artificial Intelligence into the contact center....
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Is Your Contact Center Ready for Millennials?
The millennial generation has become the single largest age group in the U.S. workforce and is projected to spend $1.4 trillion annually by 2020. As the first generation of digital natives to enter...
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PSD2: Lack of clarity from regulators hindering Strong Customer Authentication
PSD2: Lack of clarity from regulators hindering Strong Customer Authentication As the second Payment Services Directive continues its roll out, regulations making it obligatory for organisations to...
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