Computer Vision and CX

“Computer Vision, a rapidly evolving form of AI, can enable superior Customer Experience (CX)” What is Computer Vision and what is CX? Computer vision is an AI capability that allows IT solutions to extract data from digital images, videos, and other visual inputs, understand it and take or recommend action. It uses cutting-edge ML and AI capability to replace the …

Modernization of Legacy Systems

Legacy systems might still be critical for a few businesses, but we can’t deny that it still functions on outdated technology. Replacing legacy systems and applications with advanced technologies is one of the most challenging tasks for any enterprise. As enterprises upgrade or change their technologies, they must ensure compatibility with old systems and data formats that are still in …

Revolutionize Customer Engagement with Conversational Automation Solutions

Conversational automation is a technology that allows for human users to interact with a software solution using natural language – a language full of the capability to understand the user’s intent and armed with relevant information to provide an appropriate resolution. Conversational automation allows organizations to engage with customers beyond just providing a web experience. It also allows the customer …

Leveraging Conversation Analytics to derive Actionable Business Insights in the Airline Industry

Machine learning and data analytics have become an integral part of all industries across the globe. The highly competitive Airline Industry is now embracing new technologies and turning to artificial intelligence (AI) to support their customer service, where customer satisfaction (CSAT) is of utmost importance. The growth of data and the use of analytics in the airline industry is the …

Conversational Automation and Transformation in Recruitment

Recruiters once spent hours on the traditional means of sourcing, interviewing, and hiring candidates, which was too time-consuming. The average time to fill a vacant position varies across industries from 14 days to 63 days. The implementation of chat-bots helped resolve some of the difficult manual processes such as being available 24/7 for customer service, in addition to providing Omni-channel services, …

Transforming eCommerce Customer Care using Voice Bots

Today, Conversational AI and voice assistants have highly influenced our lives and are gaining high traction among all business sectors and organizations. It is undoubtedly becoming an essential part of our daily lives – from web searching with the use of digital assistants to providing us with personalized guidance, all the way to making payments at the end – it …

Enhancing Guest Experience with In-Room Virtual Assistant

Strategy in the hospitality industry may have different goals – to improve retention, to get repeat business, to expand services – but the way to go about it remains the same – improving guest experience. Guest experience dictates everything from satisfaction to promoter scores, retention and loyalty to cross-selling and up-selling services. While there are many means to meeting these …

Boosting efficiency in the Hotel contact centre through agent-assist bots

To be successful in today’s fast-paced hospitality industry, hotels should have an efficient operations and process setup. The success of a hotel depends on providing a seamless and flawless experience to guests in every stay. Improving operational efficiency is necessary to meet the ever-increasing customer standards and provide an exceptional guest experience. Hotel contact centres are the backbone of hospitality …

The Transition from Smart Testers to Super Smart Testers

A tester’s role is very prominent in SDLC (Software Development Life Cycle) as it is a role that requires putting yourself in the customer’s shoes and working as a representative of the customer to find the issues before the application is released to production. It is the tester who goes through all the business requirements, designs documents, creates test cases, executes, …