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. […]
Coveo Solutions, a provider of AI-powered platforms for search, recommendations, and personalisation within digital experiences, launched capabilities designed to help customer service employees deliver personalised customer experiences. Coveo’s new capabilities provide customer service agents a clearer view of the full customer journey without leaving their screens. “Attracting and retaining customer service agents has never been […]
Organisations worldwide are still accelerating digital transformation initiatives, especially conversational AI in customer service. Over 91 per cent of customers get frustrated and abruptly end conversation due to poor customer service experience, and 47 per cent switch brands. Around 40 per cent of these customers share negative feedback about the brand, which results in lower […]
Qatar Tourism (QT) has launched its Tourism Hotline to boost communication with stakeholders, visitors, and residents. The new hotline can be reached at 106 and is operational 24/7. With the ease of travel restrictions and gradual rise in inbound flights, Qatar is competing with regional markets to attract more visitors. To help visitors make the […]
DHL Express MENA recently launched a direct flight from Bahrain to Istanbul, following a lease agreement with Texel Air whereby DHL has contracted the cargo operator’s Boeing 737-800BCF aircraft for this route. This move supports DHL’s Middle East network optimisation strategy, increasing air efficiencies and enhancing transit times. The new Bahrain-Istanbul-Bahrain flight will be operated […]
Pegasystems launched Pega Voice AI and Messaging AI, two solutions that analyse live customer service conversations in real-time to help agents resolve service requests. These AI solutions operate as copilots for agents, listening to live voice and chat conversations, recommending steps to resolution, off-loading manual processes like data entry or searches, and analysing intent to […]
CX expert Gregorio Uglioni talks about the future of customer experience concerning omnichannel marketing, loyalty, and predictive analytics “Experiences are the key differentiator in business. It’s something that cannot be easily copied. If companies compete on price, everybody will lose. The prices will often decrease and the quality of the product and service will also […]
Unbabel, providers of an artificial intelligence-powered language operations platform, has acquired Lingo24, enabling it to expand its offerings for marketing and customer service. Lingo24, a tech-enabled language service provider, will advance Unbabel’s vision of enabling businesses to execute on their unified language strategy. Lingo24 has strong expertise in translating content across multiple formats—from product descriptions […]
LiveVox, a provider of cloud-based customer service and digital engagement tools, has partnered with AppSmart, a marketplace for businesses and technology advisors to find, buy, and manage technology services, allowing LiveVox to reach an expanded customer-base. Under the terms of the agreement, more than 5,500 AppSmart technology advisors will have access to all of LiveVox’s […]
As the industry gravitates around Customer Experience (CX) for revenue growth, CX measurement becomes a vital element of business strategy The two foundations of customer loyalty, trust and confidence, are being put to test, states a 2020 Deloitte report. Six months into 2021, it still holds true and anxiety is high. The change in consumer […]
