One of the key success factors in customer loyalty is their experience at support time. In this digital age, people expect fast, even 24/7 customer service when there’s an issue with their product or service. The biggest barriers to this are the limited availability of support staff and unpredictable surging in volume, due to unprecedented events.
With advances in natural language understanding, integrations into service desk platforms and phone systems, and speech recognition/synthesis, there is no better time to begin looking for opportunities to augment your contact centre with a AI.
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Chatbot terminology can be overwhelming for individuals without a technical background. This guide breaks down the concepts associated with this emerging customer service tool.
The story of how Team Humble Wisdom's Hackathon project - the Imposter Bot - came to life. Written by team captain and fearless leader Ming Cheuk, CTO of Spark 64