Category: AI

60 blogs
customer experience matters

Customer experience matters!

In today's experience economy, businesses can't leave CX to chance. Companies need to align every aspect of the business on the customer experience. For contact centers, this includes getting agents on board by explaining why customer experience matters and providing the technology agents need to be successful. But you can do even more to meet your CX goals by focusing on every aspect of the agent employment life cycle, beginning with the hiring process. To learn more, download our complimentary white paper, The Ultimate CX Agent Guide: Hiring, training, onboarding, and measuring agents in a digital-first world.
your guide to nlp and nlu in the contact center

Your guide to NLP and NLU in the contact center

Artificial intelligence is transforming business models and the way many of us live our lives. Businesses use AI for everything from identifying fraudulent insurance claims to improving customer service to predicting the best schedule for preventive maintenance of factory machines. And if you use a Nest thermostat, unlock your phone with facial recognition, or have ever said, "Alexa, turn off the lights," you're using artificial intelligence in your everyday life.
working in perfect harmony ai and the contact center

Working in perfect harmony: AI and the contact center

To learn about all 10 reasons for using AI in the contact center, be sure to check out the replay of the 10 Ways AI Can Improve the Contact Center Experience webinar, which is available now OnDemand. In that webinar, Laura Bassett and I talk about 10 outcomes of using AI in the contact center. You’ll hear lots of great insights, and you’ll get some additional resources to help get your contact center started with AI.
do bots speak emoji you bet they do

Do bots speak emoji? You bet they do!

Customer sentiment analysis is one of many AI-powered solutions that's transforming the way contact centers operate. Download Solving for the Human Side of AI in the Contact Center to find out how best-in-class contact centers are leveraging artificial intelligence to produce meaningful business results.