From mobile banking apps to all-purpose cards, non-banking BFSI brands are leveraging technology to provide customers with innovative and faster service. Discover the companies that are leading the way in CX innovation. The UK banking market is one of the most competitive and dynamic. The non-banking financial companies (NBFCs) are redesigning the banking landscape, assisted […]
OpenAI’s ChatGPT, the viral AI-powered chatbot that can write essays, emails, poems and even computer code, is making waves in the news. Colin Crowley, CX Advisor for Freshworks, shares his thoughts on what the future of chatbots looks like. ChatGPT Will Create A Two-Tier System If ChatGPT becomes more widespread, one wonders how much they […]
A hefty majority, 80 per cent, of consumers report higher frustration levels when it comes to using customer service chatbots, while 72 per cent stated using a chatbot for customer service was a waste of time. Those are top findings from a Uject Inc. research report that polled nearly 1,700 consumers over the past 12 […]
Head of Marketing & Commercial – Etisalat Information Services, Karan Patel, shares his insights on future adtech trends and technological disruptions “There will be a further rise among businesses (medium and large) in adapting CPaaS platforms to address customer engagement issues on their apps and websites. There will also be enhancements in creating customer journeys […]
Chatbots that don’t use an intent architecture tend to generate vague or irrelevant results, and can ignore the thematic expression of the problem Customer feedback and service can take an entire business up or down, based on the extent of satisfaction they provide to a customer. Naturally, marketing technology today is narrowing focus on these […]
Cyara, provider of the Automated Customer Experience (CX) Assurance Platform, unveiled chatbot testing features with the latest release of Cyara Botium. With Cyara Botium, companies can improve and continuously test the customer chatbot experience across all channels and platforms in all phases of chatbot development. Cyara Botium also addresses the rise in chatbot data breaches […]
Providing self-service to customers empowers them to resolve problems for themselves. Customers don’t always want to get in touch with support. Many prefer to find the answer on their own and move on. To provide excellent customer service, self-service is an important component of your support as long as you back it up with human […]
Chatbots will not replace humans entirely and vice versa, but a mix of the two can enhance customer service Do you need a bellwether for a hybrid future? Look no further than your office, where on-site and remote work is the new normal. Do you need another indicator? Customer service. The human-AI collaboration is disruptive. […]
According to a Drift survey, most customers prefer chatbots over online forms. They expect chatbots to reply instantly but prefer to have a chat with a human instead of a bot. A brief look at how brands are leveraging bots Brands are leveraging chatbots to further their relationship with consumers, anywhere, any time. Businesses have […]
Integrating NICE’s AI-powered CXone with Google Cloud’s CCAI applications makes human agents, voice bots, and chatbots effective. NICE announced it collaborates with Google Cloud to address the growing demand for more effective and automated customer self-service systems integrated with traditional contact centres. NICE is integrating its cloud-based, AI-powered CXone customer experience platform – used by […]
