Conversational AI

Generative AI presents significant advantages for content marketing, such as personalised content creation and optimisation for search engines and social media platforms. Despite its benefits, marketers should be aware of the technology’s limitations for content marketing.

How GPT-powered solutions can help improve customer service experiences, supercharge contact centre agents, and automate XM research. Discover top use cases for GPT tech in experience management and what to consider before deploying it. 

“With great power comes great responsibility.” You don’t have to be a Marvel buff to recognise that quote, popularised by the Spider-Man franchise.

Modern contact centres need to add intelligence not only in the way it deals with customers but also with agents says Einat Weiss, Chief Marketing Officer at NICE Systems  There is a significant shift in how contact centres operate and measure results. “Instead of looking at specific interactions and the type of efficiency, we’re calculating […]

It’s no secret that today’s customers expect highly-personalised, seamless communication across channels when they connect with companies. Artificial intelligence (AI) is rapidly becoming a ‘must-have’ for brands looking to have a competitive edge in the battle for customer loyalty. Using conversational AI to field basic customer queries is often an accessible starting point for brands. […]

Omio worked with mobile linking and measurement platform Branch to design smart banners (or Journeys) to capture web visitors and convert them into loyal app users. To stay ahead of the competition, Omio imagined a travel experience that was focused on mobile so traveller bookings and tickets were only a click away at any moment. […]

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 […]

How conversational AI bots can help create contextual engagement Do you remember chatting with Clippy – Microsoft’s rudimentary bot? He is arguably one of the most famous virtual assistants, who would pop in the corner of the screen, ready to guide you through any Microsoft software. That was in 1997. Since then, chatbots have come […]

Ardent football fan Amir eagerly opened the box to see his Nike shoes personalised through the Nike By You campaign. It might not sound like a big deal, but Amir had bought these shoes when the program was called the NikeID program, way back in 1999. While it was not a critical customer experience (CX) […]

To provide a more personalised experience, businesses are using AI algorithms to start a dialogue with the customers Digital transformation in commerce has existed for long, but it witnessed an accelerated growth during the pandemic.  As millions of people were confined to their homes, the footfall in brick and mortar stores ceased, and people turned […]