Artificial Intelligence (AI)

IVAs: Using AI to Serve Customers and Contact Centers

January 7, 2022January 10, 2022
Artificial Intelligence (AI), Customer Experience (CX), Digital Customer Service, Digital Transformation, Intelligent Virtual Agents, Posts, Self-Service / IVR / IVA, Systems & Applications

Top Contact Center Priorities for 2021, the Year of Recovery

January 29, 2021May 13, 2021
Artificial Intelligence (AI), Automation / Robotic Process Automation (RPA), Back Office, Best Practices, Cloud Technology, Cloud-Based Systems and Applications, COVID-19 / Pandemic, Customer Experience (CX), Digital Transformation, Employee Engagement / Life Cycle Management, Management & Operations, Self-Service / IVR / IVA, Strategy, Systems & Applications, Work-From-Home

Unpacking the New Self-Service Paradigm

September 24, 2020May 13, 2021
Artificial Intelligence (AI), Automation / Robotic Process Automation (RPA), Best Practices, Cloud Technology, Cloud-Based Systems and Applications, COVID-19 / Pandemic, Customer Experience (CX), Intelligent Virtual Agents, Interactive Voice Response (IVR), Posts, Self-Service / IVR / IVA, Strategy, Systems & Applications

AI Will Change the Service Game, Eventually

May 21, 2020
Artificial Intelligence (AI), Customer Service, Digital Transformation, Millenials, Posts, Technology & Applications, Trends and Challenges

5 Customer Service Trends That Point to a Promising Future

VISION 2020

May 21, 2020March 10, 2021
Artificial Intelligence (AI), Automation / Robotic Process Automation (RPA), Intelligent Automaion, Intelligent Virtual Agents, Posts, Self-Service / IVR / IVA, Technology & Applications, Workforce Management

How much historical data is needed for AI to improve forecast accuracy in workforce management?

May 9, 2020
Artificial Intelligence (AI), Q&A, Workforce Management

Voice Self-Service Has Become More Popular – and It’s About to Get Much Better

March 2, 2020
Artificial Intelligence (AI), Posts, Self-Service / IVR / IVA, Technology & Applications

The Reality of AI – Once You Get Past the Hype

November 7, 2019April 23, 2021
Artificial Intelligence (AI), Posts, Technology & Applications

Three Pillars of AI for Contact Centers

June 11, 2019
Artificial Intelligence (AI), Posts, Technology & Applications