Between smartphones, our laptops, and our televisions it's really no wonder that we're struggling to stay focused. In 2004, the average attention span when looking at a screen was measured at 2.5 minutes. Now, in a world of Instagram Reels and Tik Toks, our attention...
In the past it was commonplace for chatbots to not understand you. Typing free text into a bot would regularly result in a reply stating it couldn’t make sense of your request and was either connecting you to an agent or that it would like you to try again. The latter...
The past couple of years have changed how we interact with customer service. Prior to COVID-19, the advent of AI had begun to slowly enhance call centers but, in just a short period of time, the pandemic that rattled the world became a catalyst for its surge in...
Picture this: you’re an employee trying to access information on your company’s HR website pertaining to your benefits but are unable to for reasons out of your control. Your co-workers are easily able to access this information for themselves. Understandably, this...
Since the pandemic the hospitality industry has been hit with a myriad of challenges. But those challenges have brought opportunities for significant change and opened doors for exceptional customer experiences. Now that travel is on the rise, according to the U.S....
The hospital industry has suffered in the wake of COVID. According to a report from Kaufman Hall, due to the rising cost of labor and staffing shortages, 2022 was the worst financial year for hospitals and health systems since the beginning of the pandemic. This has...
As we enter the busy season for traveling, it can be difficult to figure out where you want to go and what you want to do when you get there. Google is filled with millions of results and suggestions, making it nearly impossible to narrow down a few choice options...
Customer care has evolved. Before we were sending letters to companies to express questions or concerns. Now, companies have created massive contact centers that allow customers to interact with a customer service representative in a variety of ways from the comfort...
Humans are all different. From speech patterns to clothes we all have our own unique ways of presenting ourselves and that helps us stand out from the crowd. This is because we all have personalities. And your chatbot should be no different. Giving your chatbot a...
The Looming Shadow of Automation Ever since the dawn of AI, humans have feared how it might one day take over the world. We've seen it in movies and television as well as books and now, it seems, we're seeing it in real life. Every day we hear stories about companies,...
Over the past week, it was near impossible to avoid media hype around OpenAI’s new chatbot, ChatGPT. Our friends at OpenAI did something very innovative yet simple: they took their GPT-3 language model and gave it a chat front end. Then they invited the world to play...
How to deliver Customer Engagement AutomationMany Customer Experience leaders are grappling with how to deliver a better CX through new technologies. Customer Engagement Automation is among the most in-demand of those because it automates engagements with customers...