Conversational AI in Retail is Transforming the Customer Experience

With the rise of e-commerce titans like Amazon, eBay, Walmart, the retail industry has witnessed a rapid digital transformation over the past few years. Moreover, the outbreak of pandemic earlier this year has accelerated the growth of the online channels for retailers on a massive scale as more and more consumers turn to online purchases.… Continue reading Conversational AI in Retail is Transforming the Customer Experience

AI CHATBOTS to improve customer service costs

Businesses spend nearly 1 trillion in customer service costs each year. Customer support executives spend most of their time in a day attending to repetitive queries. This not only drains cost-efficiency of an organization but also leads to slow responses in cross-channel communications. Delayed responses impact the customer experience significantly causing higher customer churn rate. Per… Continue reading AI CHATBOTS to improve customer service costs

The Critical Role of Cognitive Email Automation in Customer Support: Generali Case Study

A professional spends 28% of the workday in reading and answering through emails per a study by McKinsey. Such manual handling not only slows down the email response but also creates email triage, which is one of the key reasons of customer churn. Generali’s customer support reps encountered the same problem where delayed processes presented… Continue reading The Critical Role of Cognitive Email Automation in Customer Support: Generali Case Study

Ensure Success for Your Chatbot Projects with Enterprise Bot’s Chatbot Canvas

86% of chatbot projects face some level of failure according to the recent survey by Pega systems.  As a project manager at Enterprise Bot with little technical background, it is critical for me to have an inside-out understanding of the AI project since  beginning, and of course, failure is not even an option 🙂. One… Continue reading Ensure Success for Your Chatbot Projects with Enterprise Bot’s Chatbot Canvas

Why the insurance industry needs conversational AI for customer service

Information billowed, and numbers waltzed in front of him as his eyes plumbed the blue screen for answers. ‘I’m going skiing later this week. Can you please check if it is covered under my insurance policy?’, Mo had asked again. The call had already clocked upwards of twenty minutes. Alex’s squint sharpened. He was skimming… Continue reading Why the insurance industry needs conversational AI for customer service

How banks and finance enterprises can strengthen their support with AI-powered customer service solutions

Call centres are the primary if not the only human touchpoint for banks. And the pandemic has displaced precisely these cornerstones of bank-customer relationships by magnifying challenges concerning call volume and complexity for customer support teams globally. The crisis was quick to seal contact centres large and small and plunge all frontline services and sales… Continue reading How banks and finance enterprises can strengthen their support with AI-powered customer service solutions

How to choose the right Live Chat solution for your enterprise

Managing multiple conversations at once can be challenging for most live chat agents. Large numbers of queries dropping in simultaneously can be difficult to prioritise quickly based on the urgency of demand. Often agents might not be able to offer their full focus to any single request in particular. Long waiting times in such scenarios… Continue reading How to choose the right Live Chat solution for your enterprise

Just How Big a Deal an AI-powered Voice Bot is For Your Customer Service and Your Business

“Welcome to Standard Chartered priority banking.If your inquiry pertains to a moratorium on your term loan and credit card facilities, please refer to the important information section on our website…………Please, wait while your call is being transferred to a customer service representative.” It was already 3 minutes and 20 seconds before they cut off the… Continue reading Just How Big a Deal an AI-powered Voice Bot is For Your Customer Service and Your Business

How AI-powered customer service solutions can support your agents and customers during these unprecedented times

As the grip of COVID-19 intensifies on an increasingly splintering world and more and more people shelter themselves indoors for work, life, and everything in between, businesses large and small are finding themselves struggling with an overbearing demand for answers. The customer is unravelling. People are looking for a semblance of clarity amid the confusion… Continue reading How AI-powered customer service solutions can support your agents and customers during these unprecedented times

How AI can help us fight COVID-19

The novel coronavirus continues to sweep the globe, launching new assaults on precarious healthcare systems, putting geopolitical institutions in peril, challenging old assumptions for businesses large and small, and fracturing already stumbling economies. A sharp influx in cases peaking now over 3 million, and having caused over 2 lakh deaths worldwide, holds to account inaction… Continue reading How AI can help us fight COVID-19