chatbots
Think AI Is Outperforming Agents? Amid Financial Friction, Wayfair’s CEO Disagrees
July 19 by Wandy Felicita OrtizFurniture e-retailer Wayfair CEO Niraj Shah sees AI as what allows the company to not just follow the CX curve, but build a future where AI pushes products forward.
What Does Geoffery Hinton’s Exit From Google Mean For The Future Of AI? Customer Contact Week Community Shares Insights
May 02 by Wandy Felicita OrtizWill Generative AI one day control humans? Here are a few things CX centric companies should consider before swearing off advanced tech.
Customers Crave Self-Service, So Why Don't They Trust Your Chatbots?
September 30 by Brian CantorThe demand for self-service is very real, yet satisfaction and trust levels continue to lag. It's time to embrace a Next-Generation approach to self-service that avoids common pitfalls and delivers tr...
The Chatbot Disconnect: Should Customers Stay or Should They Go?
August 24 by Christine DuceyAlthough business leaders feel their AI-driven chatbots have improved, customers are wary to trust the new technology.
Special Report: Personalizing Self-Service Experiences
February 15 by Brian CantorIn theory, self-service should embody the notion of customer centricity. In practice, it tends to impose an undesirable burden on customers.
Special Report: New Opportunities For Self-Service
December 29 by Brian CantorHow do we ensure we tap into the full, AI-driven capabilities of modern self-service platforms without imposing bots on customers who simply want to speak to a live agent?
Why Nestlé's New AI Assistant May Be The Future of Self Service
March 08 by Brooke LynchPersonal self-service may be the future of AI and chatbots, and it can be seen in a new technology shaped around storytelling and baking with Nestlés new ‘Cookie Coach’. Here we break down some of the...
How-to Guide: How to Improve CX with Better Chatbots
October 13 by CCW DigitalJust as our everyday lives have changed in significant and unprecedented ways, so has the world of customer support.
Why Your CX Strategy Will Be Built Around Self-Service And Conversational AI
June 09 by CCW Digital"Personal companions will be developed. They will connect and sync all your devices in a smart way, whether they are at home or in the office, and allow them to exchange data." - Bill Gates, 1999.
Special Report: Omnichannel Chatbots
February 25 by CCW Digital5 solutions and strategies to implement more intelligent chatbot technologies, and the most common mistakes.
Market Study: State of Contact Center Technology
February 06 by Brian CantorBased on new CCW Digital research, Contact center technology is not delivering on its promise and may in fact be creating additional effort and frustration for agents and customers. Here's how you can...
Here's How an Employee-Facing Chatbot Helps You Manage Complexity
July 24 by Kindra CooperTryg, Europe's largest non-life insurance company, uses an internal chatbot