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Our goal was to incorporate the Omni AI components of ConnexAI to assist us with efficiency goals.
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Chatbots have become a staple in the world of customer experience (CX). They offer 24/7 availability, handle basic inquiries, and automate simple tasks. However, for truly exceptional customer experiences, businesses are moving beyond basic chatbots and embracing the power of AI-powered agents. What are AI-Powered Agents? AI-powered agents (also known as AI Agents) are advanced […] […]
Read More… from Beyond Chatbots: Personalising Customer Interactions with AI Agents
In this era of digitalisation and data-driven decision-making, every business is looking for ways to gain a competitive edge. One method that has gained significant popularity is sentiment analysis. But what exactly is sentiment analysis, and does your business need it? In this insights blog, we will delve into the world of sentiment analysis and […] […]
Read More… from Sentiment Analysis: Does Your Business Need It?
Omnichannel, the new standard in Customer Experience You have probably heard the word Omnichannel before. You might also have an idea of some of the term’s implications. After all, Omnichannel Customer Experience has experienced a tremendous upsurge in the last few years across the marketing, retail, and customer service landscapes. An Omnichannel strategy involves integrating […] […]
Omnichannel vs Multichannel If you’re in the CX landscape, you’re probably aware of how essential Omnichannel is for the modern business’ customer engagement operations. This importance cannot be overstated: Omnichannel is simply a must if you want to stay competitive and relevant to your customers in the modern world. However, quite often business owners […] […]
Omnichannel Customer Experience You’ve likely encountered the term “Omnichannel Customer Experience” before, and you might have a sense of its significance. After all, Omnichannel has become increasingly popular across marketing, retail, and customer service sectors, to the extent that it can rightfully be called the new standard of Customer Experience. Omnichannel customer experience is the […] […]
Over the past year, the rapid evolution of artificial intelligence (AI) has shaken up a variety of sectors, and customer service is no exception. But what exactly will AI for Customer Service look like in the coming years, and how will AI tools impact the customer service landscape? Customer service is one of the industries […] […]
Every modern business is expected to provide customers with immediate support if they’re experiencing problems. Yet with the evolving digital landscape where users expect instant gratification, how can businesses facilitate this without having customer teams on-call 24/7? The answer is simple, empower your customers to find their own solutions with Customer self-service. What is customer […] […]
Read More… from Customer Self-Service: Why You Need It in Your Business
Facing a rough patch with your Customer Experience provider? You’re not the first one and won’t be the last. In today’s fast-paced, rapidly evolving customer engagement landscape, heartbreak happens all the time, and some customer-provider matches just aren’t meant to be, no matter how hard you try to make things work. It’s often difficult to […] […]
Read More… from 5 signs it’s time to dump your customer experience provider
Technological advancements are continuing to shape and improve the contact centre set-up, but how will tech evolution impact the role of agents in the coming years? In this article, we explore four key shifts the future could have in store for contact centre agents. From contact centres to experience centres We’re seeing signs of this […] […]
Read More… from Contact Centre Evolution: CX Agents of the Future
It’s clear the COVID-19 pandemic forced businesses to adapt like never before, with research showing the crisis accelerated the digitalisation of customer interactions by several years (McKinsey survey, October 2020), with AI innovation playing an undeniable role in this process. But at a time when there’s more pressure on businesses to streamline activities and increase […] […]
Read More… from AI innovation: the gamechanger for customer engagement
Shaping the Future of Customer Experience.
