Artificial intelligence (AI) and Robotic Process Automation (RPA) are two of the most successful technologies for organizations to achieve the seemingly incompatible goals of increasing customer satisfaction and employee morale while reducing operational costs.
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Transforming customer experiences
Chatbots are a kind of silver bullet to fulfill the needs of today’s demanding digital customers. Let’s take a closer look at 5 reasons customers love AI-driven chatbots. 1) Customers expect self-service options While customers still like talking to human customer service agents when they have complicated issues that need real interaction, these days most customers also expect websites to provide self-service…
I’ve just returned from Las Vegas where I attended my first visit ever to Customer Contact Week – it’s the world’s largest customer contact event, in its 20th year. For the uninitiated, CCW is like those popular comic book fan conventions – except, instead of comic books, the hero is THE customer. It’s all about customer service…
BAYADA Home Health Care provides clinical and personal care support services to patients at home, helping them stay independent and comfortable. With 360 offices in 23 states and five international offices, the company employs 28,000, mostly nurses and home health aides. While BAYADA has experienced robust growth in past years, its New Jersey contact center wasn’t so healthy. In fact, growth…
Digital customer service and business both move at the speed of now. Agility and flexibility are key, and responsiveness needs to be non-stop. This is why digital customer service is such a good fit for business and why integration needs to be seamless. There’s simply no time for mistakes. The case for digital customer service integration is clear: Companies…
In a recent published survey, 88% of IT and compliance professionals admitted looking for more proactive solutions for their compliance efforts. Due to the flock of stringent regulations and the burden that operational, IT, and compliance teams must bear, compliance dedicated software or Regtech have become a hot topic.
Every day, 140,000 people depart from one of Swedish Rail’s 284 stations, traveling on one of its 1,200 daily routes between major cities in Sweden and the Scandinavian capitals of Stockholm, Copenhagen and Oslo. In the course of planning and traveling, customers contact Swedish Rail for a variety of reasons, from checking on delayed trains to disturbances on the tracks—volume that…