The New World of CS Automation Part 1: AI is Everywhere— Except Customer Service
What is the first thing you do in the morning? Do you check the weather, read the news, scroll through Facebook, play music through Spotify, or ask Alexa to turn on the lights? An IDC study found that 80 percent of smartphone users check their phones even before brushing their teeth in the morning. And […]
Supercharge Your Self-Service: 5 Ways to Optimize Your Knowledge Base
A robust knowledge base has many benefits. It empowers your customers to self-serve, increasing ticket deflection in the process. It educates your customers so that when they do submit tickets, the likelihood is high that they’ll be better able to articulate their issue, which makes your agents’ lives easier. And on the agent side, a […]
The Beginner’s Guide To Customer Service Chatbots and AI
What Is An AI Customer Service Chatbot? There’s a lot of chatter about chatbots today, but the concept of a chatbot is really nothing new. Over the last 50+ years, the chatbot has significantly evolved with greater accuracy and diversity of use cases across industries. But at face value, a chatbot is a computer program […]