In this contributed article, Christoph Bӧrner, Senior Director of Digital at Cyara, discusses the risks and dangers of AI model drift on CX and how organizations can navigate the balance between leveraging AI advancements and maintaining exceptional CX standards.
When Algorithms Wander: The Impact of AI Model Drift on Customer Experience
April 1, 2024 by Leave a Comment
Level AI Introduces the Future of Customer Service With Generative AI Solution, AgentGPT
February 25, 2023 by Leave a Comment
Level AI, a leader in advanced conversation intelligence solutions for the contact center, announced a game-changing generative AI product. AgentGPT is a secure, omniscient generative AI system for customer service teams, trained on a client’s proprietary customer conversational data. It helps agents successfully handle even the most complex questions, stepping in to answer what can’t be found in the help section or other publicly available resources.
Unified Data is the Key to Consistent Omnichannel Customer Experiences
November 6, 2021 by Leave a Comment
In this contributed article, Bruno Farinelli, Fraud Analytics Manager for the ClearSale US branch, discusses how unified data can help you connect customers to the products you have in stock, get them through checkout quickly and without mistaking them for criminals, keep up with the changes in their lives for better, more empathetic messaging and make it easier for your front-line employees to deliver great service.
Improving Customer Experience through Interaction Analytics
May 26, 2021 by 1 Comment
In this article we’ll explain how AI-driven “interaction analytics” represents a new and transformational technology that enables enterprise stake holders to turn customer interactions into a competitive advantage.
The Impact of Data Science On Customer Intelligence, Space Strategy and Supply Chain Optimization
July 20, 2020 by Leave a Comment
In a new white paper recently released, 84.51° explains how this innovative data science has become embedded- specifically in three of its missions: Customer Intelligence, Space Strategy and Supply Chain Optimization.
Elite CX in the New Decade: Big Data, Meet Small Data
April 1, 2020 by Leave a Comment
In this contributed article, Zoe Dowling, Ph.D., SVP of research for FocusVision, discusses big and small data, and how companies need to utilize both in order to carry out impactful customer experience projects as we head into the new decade.
How AI is Transforming the Customer Experience
March 29, 2020 by Leave a Comment
Today’s customer experience is practically unrecognizable from just a few years earlier. We’re able to cancel orders without ever speaking to a human, get essential supplies delivered to our door just by talking to a speaker, and get pitch-perfect recommendations wherever we go online. Not only has AI transformed the purchasing journey for the consumer, but on the brand side as well. The infographic below from Chattermill provides a few examples of the way AI is used in CX every day.
Cerebri AI Launches Cerebri Values CX v2 Platform
September 29, 2019 by Leave a Comment
Cerebri AI, announced the official launch of its second-generation Cerebri Values Customer Experience platform (CV/CX v2), which is now in the hands of customers and in full production. CV/CX v2 insights, brand commitment - Cerebri Values and Next Best Action{set}s are all driven by patent-pending object-oriented AI and reinforcement learning modelling methods. Our technology can time, sequence and value up to four events, rendering ‘rules-based’ and ‘AI-lite’ technology obsolete for driving maximum results.
Creativity and Human-Centered Design
May 11, 2019 by Leave a Comment
In this contributed article, Magnolia Potter observes that since AI technology puts user data at a company’s fingertips, it’s easier than ever to harness that data and use it in any site design scheme. However, it’s imperative that companies don’t ignore the importance of user experience when it comes to designing a site. The integration of human-centered design and data science virtually ensures customer retention and steady profits in today’s competitive landscape.
How AI Drives Customer Experience
November 18, 2018 by 4 Comments
In this contributed article, blogger and CMO Donna Moores outlines several ways in which AI drives customer experience. Customer experience can now obtain a whole new level of sophistication, where users receive what they desire at a glance, without the need to experience stressful searches, conversations, or make complaints that seem to never be understood, while businesses, on the other hand, can finally make use of the endless quantity of customer information available.
