You call a customer support number and you hear an Interactive Voice Response (IVR) taking you through the menu options one at a time. You punch in the numbers on your mobile device and try to get to the option that serves your purpose. Once you get there, you are asked to enter your invoice number or customer ID which …
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 …
Companies these days understand that digital transformation is not just about adding new technology, but also about helping their resources continuously generate value via deep customer insights and rapid learning cycles. Companies also realize that in this increasingly digital world, the speed at which digital skillsets evolve, it is hard for organizations to hire technical talent. With growing demand, organizations …
Various industries have been embracing automation for some time. While on one hand, industrial manufacturing companies have been using Automation; where giant robots are being used to assemble products, create armors, etc., software ‘robots’ on the other hand are being used to create specific rules and sequences of actions, to automate back-office systems that generally require tedious efforts from human …
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 …
