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AI
87 posts
The Age of AI vs. Customer Engagement and Delight
AI can help businesses engage with and delight customers like never before.
Level Up Your Sales Reps’ Performance With Conversation Intelligence
With AI-powered conversation intelligence technology, sales professionals can access real-time insights and coaching to improve their sales performance without sacrificing the personalized experiences customers crave.
Financial Services and Banking: Leaning into Digital-First Channels
Leveraging digital-first strategies, AI and automation will deliver the winning solutions needed to stay competitive, maintain loyalty and achieve long-term success.
Automation – A Trend or Ultimate Solution?
Amit Vohra shares his insights on how businesses should be leading change in the wake of digital transformation and the impact it has for both customer service provider and the end customer.
Using Conversational AI to Make Commerce Happen
In 2021, 64.2% of US adults between the ages of 25–34 used a voice assistant. It is expected that 48.2% of US adults will use a voice assistant by 2025.
Big Conversational Data Delivers More Human Engagements
In general, it’s all about making things easier for the average user by making conversations feel more helpful and human at every touch point.
GPT-3? No, it’s not a new Star Wars Character – but instead an Evolving Foundational AI Model with Huge Potential
This has the potential to scale AI to an entirely new level, not just surfaced through voice or chat bots, but to improve employee experiences.
AI is Not the Bad Guy
Artificial intelligence (AI) is often lauded as an enemy of the peace: taking jobs, listening in on conversations, and making biased decisions on our behalf.
Navigating the Potholes in Demographic Data ML Models
Biases snuck in from incorporating demographic details without the machine learning developer’s knowledge like in Amazon’s recruitment model.
Adding Intelligence to the Customer Experience
Automation is a love-it-or-hate-it concept, but so is human involvement. As consumers needing help from time to time, we’ve probably cursed and praised both at various points.
How Conversational AI is Revolutionizing UX and CX standards
Conversational AI enables what can be thought of as personalized account managers for every individual customer, ushering in a new age of relationship building and sales techniques.
Machine Learning Trends to Watch in 2022
We’ll go over 9 trends and explain how the latest innovations in machine learning technologies can benefit you and your business in 2022.
A Guide to Marrying Bots and Humans for Exceptional Customer Service
To meet the needs of the NOW customer, customer experience requires a blend of automation and human interaction to facilitate both immediacy and successful resolutions in the customer's preferred channel.
Winning the Analytics Battle in a New Decade of MarTech
Navigating the world of data and analytics in the quest to win consumer attention has become a daily undertaking for marketers.
Causal AI: Correlation vs Causation
Causal AI can help identify precise relationships between cause and effect. It seeks to model the impact of interventions and distribution changes using a combination of data-driven learning and learning that are not part of the statistical description of a system.
Causal AI: Correlation vs Causation
Causal AI can help identify precise relationships between cause and effect. It seeks to model the impact of interventions and distribution changes using a combination of data-driven learning and learning that are not part of the statistical description of a system.
Before Jumping to Machine Learning, You Need a Solid Analytics Foundation
It’s enticing to focus on the “bells and whistles” of machine learning and artificial intelligence algorithms that can take raw data and create actionable insights.
Is There Good Bias in AI, or is AI Bias Always Undesirable?
Removing bias from AI systems is a growing preoccupation. But is removing all bias from AI the proper goal?
Wielding the Power of AI Wisely With Your Customer Data
As more brands adopt AI to power personalized experiences, bringing efficiencies and improvements to customer experience and engagement, they must stay mindful of AI bias and the potential for it to rear its ugly head if these tools are used in the wrong ways.
Democratizing AI is a Double-Edged Sword
By making AI transparent and establishing governance, organizations can remove it from its “black box” and can engender trust.
Conversations with TheCustomer: Riaz Raihan, President of Alida: Ai in CX
In this installment of Conversations with TheCustomer, we sit down with Riaz Raihan, President of Alida, to talk…
Love in the time of algorithms: would you let AI choose your partner?
It could be argued artificial intelligence (AI) is already the indispensable tool of the 21st century. From helping doctors diagnose and treat patients to rapidly advancing new drug discoveries, it’s our trusted partner in so many ways.
Using AI to Combat Racism and Bias in Customer Experience
While AI bias is a real issue, AI also can be a tool to combat racism and abuse in the contact center and the larger customer experience effort.
How to Drive Customer Engagement at Scale in 2020
AI and a data-driven approach are giving enterprises the means and ability to understand customer engagement in much more profound and timely ways.
AI Has Already Changed The Consumer
Businesses are failing to recognize how artificial intelligence (AI) has already changed the consumer, according to Mathew Sweezey, director of marketing strategy at Salesforce.
How Starbucks is Mastering AI
Starbucks is dialing up its artificial intelligence (AI) investments, according to CEO Kevin Johnson, and the investment may be helping.
Rewards Algorithm May Show How our Brain Learns & Responds
By optimizing rewards-learning algorithms, Alphabet's DeepMind uncovered new details about how dopamine helps the brain learn.
A Super-Fast Machine Learning Model for Finding User Search Intent
In April 2019, Benjamin Burkholder (who is awesome, by the way) published a Medium article showing off a script he wrote that uses SERP result features to infer a user’s search intent.
When Algorithms Decide Whose Voices Will Be Heard
What if we engineered AI to be faithful to one simple principle: Human beings, regardless of age, gender, race, origin, religion, location, intelligence, income or wealth, should be treated equally, fairly and consistently?
How Starbucks Is Using AI to Nurture Humanity
Deep Brew is the company's artificial intelligence (AI) program, and according to their CEO, it's all about "nurturing humanity".
How Causal Inference is Helping Companies Innovate and Grow
Causal inference is a new language within machine learning used to help teams better understand causes and impacts so they can make better decisions.
Actionable Insights: Combining the Consumer’s Voice with AI
The retail industry, like many others, is being disrupted and permanently changed by the ever-increasing capabilities and applications of artificial intelligence (AI) and machine learning (ML).
FanAI Partners with Consumer Insights Agency Interpret for Streaming Audit Services
Esports analytics firm FanAI and consumer insights agency Interpret have announced a partnership to collaborate on esports streaming…
Can Artificial Intelligence Be Creative?
Machines can write compelling ad copy and solve complex “real life” problems. Should the creative class be worried?
Why Conversational Commerce is Coming Sooner Than You Think
Conversational commerce exchanges take place through text, voice and social chat apps, so that a brand reaches a customer as a known contact, available to transact and support at any time.
Report Reveals 46% of Millennials Want ChatBots to Provide Answers
Despite acknowledging the benefits that chatbots can provide—like being able to answer questions and resolve issues quickly, 24/7—buyers are still 2X more likely to say that chatting with a live human (e.g. via online chat) provides a better customer experience.
Implementing AI to Drive Customer Value
Utilising data and AI at a business level to drive the overall value of the customer is very different from using it at the tactical level to optimise a channel or clicks and warrants considerable upfront planning.