This is the age of rising customer expectations. A recent study indicates, 80% of the consumers who ask a brand a question on social media expect an answer on the same day. This increasing demand in service levels require contact centers to take necessary action to achieve customer delight or get squeezed out by the competition. Automation is one such …
Automation has become a necessity over the decades and has augmented human activity by transferring repetitive tasks to computers. It has been creating waves of opportunities for several industries like telecommunications, manufacturing, healthcare, travel and hospitality etc. Initially, the evolution of automation was in the area of back-office through Robotic Process Automation (RPA), however, with the application of higher intelligence, …
Let’s establish one thing, businesses should automate. While we will be talking about various ways automation and artificial intelligence (AI) can streamline processes and enhance customer service, let’s understand what automation and AI actually are. In simple terms, automation is the use of instructions to create a process that replaces manual work. While AI is the simulation of human intelligence …
If you were told a few years ago that the technology that you see in sci-fi films would be achievable in real life, would you have believed it? Maybe, maybe not. Artificial intelligence, facial recognition, advanced computers and phones seemed like a world that only existed in Hollywood movies. Gradually technology started advancing and has reached a point today where …
In today’s digital world, we are witnessing a rapid semantics overload due to which, it has become increasingly challenging for a business to process and respond to queries and concerns. Consumers use various mediums like email, chatting mediums, and social media platforms to raise their concerns and expect real time resolution to their issues thus it becomes time-consuming and taxing …