Tag: chatbots

November 22, 2023

Suppose we had a call center that nobody called? For well over a decade, companies have been trying to make that happen, first with those annoying “listen to the following menu because the options have changed” prompts, and then moving […]

October 5, 2023

Knowledge and knowledge management platforms are key building blocks for AI systems and applications such as customer self-service, agent assistance, chatbots, virtual agents, and many more. AI, bots, and automation depend on having the correct knowledge to extract in context […]

October 4, 2023

Short codes have become a common way of communicating, either by necessity or by marketing. Think, for example, of the well-publicized 9-1-1 and 9-8-8 emergency numbers that save critical time in urgent situations. Other 3-digit short codes (most notably 2-1-1 […]

August 21, 2023

When customer experience (CX) leaders or consumers talk about AI in customer service, chatbots are at the forefront of the discussion. But chatbots aren’t producing the success metrics they should be—at least not yet. Chatbots and voicebots interact with customers […]

June 14, 2023

Recently I used the standard search engines and asked: “Exactly how much money did Microsoft invest in OpenAI?” (Open AI is the company behind ChatGPT.) I got back several different answers — $13 billion, $10 billion, $100 million. But which […]

August 4, 2022

Artificial intelligence (AI) is changing everything about the customer experience. It doesn’t take long into a contact center or workforce engagement management (WEM) conversation for the topic of AI to come up. It’s changing the way we approach and manage […]

February 18, 2022

The finalists for the Best of Enterprise Connect awards have been announced, and it’s an impressive array of diverse innovations across the range of enterprise communications/collaboration technologies. A few themes definitely jump out at me as I survey the list […]

October 22, 2021

Over the last four years, traditional contact center channels like voice and email have declined, as the rise of the chatbot became one of the big trends. At least that has been the conventional wisdom. But customers may not be […]