Tag: Artificial Intelligence

Customer Service Trends on the Horizon

Love it or hate it, when December hits there’s one thing as sure as mince-pie overload – it’s also the time of year we all get our crystal balls out and start predicting what’s on the horizon for the coming...

ContactEngine: Facilitating the Future of Customer Conversations

2019 has proven to be a successful year indeed for the conversational AI experts at ContactEngine, which is leading the vanguard in changing the fundamentals of how 21st-century customers interact with brands. It’s been a year in which their trophy shelf...

UK Trails Europe on AI Adoption

The UK is trailing behind Europe in customer service as brands race to adopt AI technologies to transform how they engage with customers, according to new research. Customer engagement software firm Freshworks found that just over half (54 percent) of UK...

Artificial Intelligence or Real Intelligence: What you Need to Know

It’s hard to go anywhere nowadays without coming across the topic of artificial intelligence (AI). The subject is all over the media, while it is hard to find a presentation deck (on any subject) that does not mention it. However, an...

Don’t let the Browser ‘Long Tail’ Derail Your Visual Campaigns

Companies know all about the importance of visual content. According to a 2018 study from Venngage, 56 percent of marketers surveyed said that between 91-100 percent of their content contained visuals. Delivering the right compelling visuals quickly is critical to...

UK Employees Want Legal Requirement to Protect Workforce from Bots

Most UK employees anticipate a positive impact from artificial intelligence (AI) in the workplace, a new report from Genesys has revealed. The global leader in omnichannel Customer Experience and contact centre solutions studied the evolving relationship between employees and technology in the workplace. They...

AI and Ecommerce Personalisation

Customer Experience is shaping the future of ecommerce. AI is no longer science fiction – it’s real present-day technology and many ecommerce businesses are already using some form of AI to understand their customers better and provide an enhanced CX. 2019...

Is AI the Future of CRM?

There are rare occasions when technology breaks out of the bonds of the geeks in the basement and impinges on the national consciousness. The debate around AI is just one of those occasions. Politicians, business leaders, trade unionists, and media commentators...

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...