Tag: Chatbots

Drift’s new report: how personalized conversations can convert to leads

Drift has released their new report, which analysed 41 million conversations looking at how conversations can convert to leads which will bring about more conversions, pipelines and happier customers. This is a short overview of the report: “The Science and...

One Size Does Not Fit All: Tips For Improving Digital Customer Experience

Author: Rebecca Brown Moving with the times, innovating or keeping up with the Joneses when it comes to customer experience is never easy. Sometimes it can feel like it’s made even harder by the array of options open to businesses. Being...

The Challenges of Implementing Chatbots for Customer Service

Technology is consistently progressing through new developments that affect everyday life and business. Customer service has seen the benefits of tech through the implementation of chatbots. But there are also challenges that come with chatbots, even as they change our...

Be Positively Disruptive by Uniting Humans With Automation

Organisations are increasingly relying on chatbots for customer service as a way to deflect inbound calls and reduce costs, but Forrester Analytics data shows that consumers aren’t thrilled with this approach.  They found consumers are reluctant to trust a chatbot...

Improving CX With Chatbots…the Right Way!

If you’ve ever visited a website and been greeted by a human-like pop-up asking “How may I help you?”, you’re not alone. According to Comm100, nearly 50 percent of consumers already engage in automated conversations with chatbots. And, according to...

Who you Gonna Call?: Building a Chatbot for the Ghostbusters

There was something strange in the neighbourhood of Denver, Colorado this summer at the Xperience19 conference, hosted by Genesys. The theme for one memorable breakout session on how to build a chatbot was spooky comedy classic Ghostbusters, and as you might expect, plenty of...

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...

Chatbots: Enhancing Your Customer Experience

Providing a first-class Customer Experience is a goal every organisation pursues – it’s no longer a luxury only large brands with big pockets can afford to focus on. Consumers now expect to experience the ‘perfect’ buyer journey with every business they...

As AR and VR Turn CX on its Head, Let’s not Forget Chatbots

The current conditions for UK high street retailers are far from favourable. Not only are they battling market pressure and challenges from ecommerce competitors, but also increasing rents and tough trading conditions. To ensure survival, retailers today must keep their finger on...

Emotion, Empathy and Personalisation: How can AI Ever Replace Humans?

There is ever increasing interest in the role emotions play when managing Customer Experience in the contact centre. At the same time, there is a drive to introduce technology such as chatbots to make customer service teams more efficient; removing...