Tag: Artificial Intelligence

Seven Ways AI Transforms Your Contact Centre Team Into Superheroes

Far from replacing people, artificial intelligence (AI) has the power to enhance employee engagement and productivity and customer interactions in one go. New technology inevitably changes lives. However, rather than fear robots replacing front line customer service representatives, it’s time to...

Are Employers Failing When it Comes to Discussing the Ethical use of AI?

Global companies are expecting to apply artificial intelligence (AI) within their organisations in the next few years, but are lagging behind when it comes to discussing the ethics of the technology, it has been revealed. New research from CX and contact...

Reimagining Employee Experience in the age of AI

Artificial intelligence (AI) has become engrained in our day-to-day lives without us even noticing. From basic voice assistants that can play music by just saying one word, to self-driving cars – there’s no turning back from the world of AI....

AI Empowers CX Employees…but we’re Measuring the Wrong Things

At its best, science fiction taps into our contemporary anxieties to predict the fate of humanity. An episode of Doctor Who, for example, featured robotised mega-corporations, human irrelevance, and despair. The Doctor may be sci-fi fantasy, but the issues are...

Emotions as the next frontier for AI

Explaining to a child how to cross the street in front of their school without being hit by a car only takes a few repetitions and their knowledge can then be generalised to most roads and vehicles. It would instead...

Employment Fears Grow Alongside AI Capabilities

A majority of UK adults are worried for the future of their jobs due to the growth of artificial intelligence (AI), a new report has revealed. According to the findings of think tank Fountech.ai, 67 percent of 2,000 adults polled are worried AI will...

How AI-Driven Contact Can Revolutionise Your Customer Relationships

It used to be that when someone said “AI”, images of sci-fi films came to mind. Nowadays, the effect is more prosaic: it’s become de rigeur to use AI as shorthand for “business wonder cure”. When we hear “AI”, we know we’re...

Contact Centre GDPR Compliance: 3 Simple Steps

Contact centres are challenging places. There is certainly plenty to think about with the rising cost of salaries, managing schedules to meet customer demand, looking after staff wellbeing, PCI DDSS compliance, and now the added requirements of GDPR (General Data...

How Conversational AI Reimagines the Customer Journey

Analysts predict that spending on Artificial Intelligence in the retail sector will reach $7.3 billion by 2022, a majority of which will be poured into customer-facing conversational AI solutions like voice assistants and chatbots. That’s not surprising, given how the power of conversation is...

Transform Your CX With a Single View of the Customer

Brands are working harder than ever to enhance Customer Experience as people increasingly demand a streamlined and immediate service from the companies they interact with. Research from Dimension Data shows that 58 percent of consumers would be willing to spend...