While many businesses make use of online chatbots, the experience of conversing with one can be frustrating, particularly in a customer support context. Fergal Reid, Senior Director of Machine Learning at Intercom, and Nico Beukes, Managing Director at Yext, talk about the chatbots they are testing with generative AI and how they guard against errors.
Claire Hazle is Director of Digital Self-Service at Legal and General, a company she joined halfway through lockdown. Hazle gives us an outline of how L&G is responding to the crisis, and what her average day looks like.
Jon Buss, MD at Yext, shares how site search is serving Three’s customers during the pandemic.
Covid-19 has thrown the travel industry into uncertainty.
Yesterday the news broke that retailer Marks & Spencer will be deploying artificial intelligence in its call centres in a bid to modernise its infrastructure and handle a greater volume of incoming calls.
Last month, China Construction Bank (CCB) opened the first fully-automated bank branch in China.
Alongside traditional methods of customer service, many ecommerce brands are now turning to social media to solve user queries and concerns.
While this is an effective way of tapping into customer pain points, brands shouldn’t overlook the opportunities afforded by live chat.
With businesses losing $1.6trn annually due to poor customer service (according to Accenture research), it’s a pressing issue for many brands. Can artificial intelligence militate against some of this loss? There are a number of different technologies in the market. Here’s an overview… Multiple choice chatbots Chatbots are becoming increasingly common. Though they are continually lumped […]
You may have missed it, like I did, but Twitter last week added a DM button to its embed library of tweets, grids, timelines and other buttons.
It’s not massive tech news, granted, but allowing people to DM you direct from your website could have advantages.
Here are five of them…
Artificial Intelligence has been prominent in tech news recently, and was a hot topic at SXSW.
The technology has massive potential for use in customer communication, yet will it ever be able to completely replace the need for a human element?
Ecommerce is becoming the fuel that powers the retail industry.
The US Department of Commerce actually attributed most of the retail industry’s growth to ecommerce, saying that it was the driving force when automobile and gas purchases weren’t factored into the equation.
Only 1% of consumers trust advertisers to look after their data, yet 27% would be prepared to sell their data and 41% of those believe their data is worth more than £500 per year.
This is according to our new report, Value Exchange from Data Exchange, produced in partnership with Acxiom.