Artificial Intelligence can make call centre agents better connected with customer requirements

bhupender-singh-picGuest Post By Bhupender Singh, CEO of Intelenet® Global Services, who says technology is transforming how call centre agents interact with customers… The contact centre industry has evolved over the years because of changes in customer expectations, technology innovations and new business models. Businesses of all kinds are digitally transforming their contact centre operations to keep at pace with customer demands. Continue reading Artificial Intelligence can make call centre agents better connected with customer requirements

Why Omni-channel Must be Omnipresent in the Innovation Evolution

graham-lloydGuest Post By Graham Lloyd, Industry Principal of Financial Services at Pegasystems. Graham explains how omni-channel is the key to customer engagement in the FS industry… There’s never been a better time to be financial services customer – in theory, at least. Once upon a time, if you had a query about your bank account or insurance policy, you either had to go into a physical branch to find an answer to your question, or sit on a telephone line during office hours waiting for an operative to answer your call. Continue reading Why Omni-channel Must be Omnipresent in the Innovation Evolution

Book Hotels Direct For Better Customer Service

christopher-schyma-vp-travel-hospitality-247Guest Post By Christopher Schyma, Vice President, Hospitality and Travel, [24]7… News that Hilton Worldwide, the world’s biggest hotel chain, has announced a new ‘predictive chat’ booking service on its websites is a reminder that booking rooms directly from corporate websites is a growing, if perhaps unexpected, trend and one that can benefit both customers and hotels alike. Continue reading Book Hotels Direct For Better Customer Service

KLM runs pilot with Artificial Intelligence provided by DigitalGenius

PRESS RELEASE: KLM Royal Dutch Airlines is taking the next step in social servicing by testing artificial intelligence (AI) to help answer customer questions. When an agent needs to answer an incoming question, he or she gets a proposed answer through AI, which is trained on more than 60,000 KLM questions and answers. Continue reading KLM runs pilot with Artificial Intelligence provided by DigitalGenius