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Automation is the name of the game in 2016. Companies like Domino’s and Macy’s are increasing efficiency by using bots as a part of their customer service process. In fact, you’ve likely interacted with one while trying to reach a desired party through an automated phone system. Through an Interactive Voice Response (IVR) system, callers can often access the information they desire without having to talk to a real person. Before you start worrying about bots...

In the past few years, bots have exploded in popularity far beyond Siri. Facebook Messenger now has 11,000 bots for users to speak with, from an Invisible Girlfriend that acts as a custom digital girlfriend to a BFF Trump bot that replies to queries with quotes from presidential candidate Donald Trump. Of course, bot software also automates more serious tasks, like recruiting workers for open job positions and monitoring customer interactions. The advancing technology leads some, like...

According to the most recent Accenture Global Consumer Pulse Survey measuring the experience of 24,489 customers in 33 countries across 11 industries, “52% of consumers have switched service providers over the past year due to poor customer service”. In the United States alone, Accenture claims that the estimated cost to companies for customers making this switch is $1.6 trillion in lost revenue. But, what do these customers mean when they cite poor customer service as the reason...