Where does AI belong in the retail customer experience?

One of the best first steps for successfully implementing artificial intelligence into your customer experience strategy is an evaluation of your self-service offerings. A common mistake among AI implementations is a lack of review in existing self-service systems and a thoughtful plan to where artificial intelligence is the best solution. Continue reading Where does AI belong in the retail customer experience?

Klarna selects Freshworks to excel in customer support

Freshworks, the leading provider of cloud-based business software, and global payments provider Klarna have entered a business deal designed to help Klarna improve merchant- and customer support. Through the deal, Klarna started using a Freshworks product that equips its support agents with a 360° view of all customers, providing the tools necessary to offer outstanding support. Continue reading Klarna selects Freshworks to excel in customer support

Liberty Seguros and Atento Spain Receive the Best Customer Experience in the Insurance Sector Award for the Second Year in a Row

For the second year in a row, Liberty Seguros has received, in collaboration with Atento, the ‘Best Customer Experience in the Insurance Sector’ award at the Platinum Contact Center Awards Ceremony in Spain. The award recognized the strategy developed by the Company to generate value through its customer service centre. Continue reading Liberty Seguros and Atento Spain Receive the Best Customer Experience in the Insurance Sector Award for the Second Year in a Row

transcosmos Develops an AI Which Auto-judges Customer Service Quality at Contact Centres

transcosmos inc. and Communication Science Lab, an AI laboratory, have co-developed an AI which auto-judges customer service quality at contact centres. It is an outcome of their machine learning project which started as one of their initiatives to develop next-gen communication centres. After conducting a successful proof-of-concept and gained confidence in applying the AI to core operations of contact centres, transcosmos now aims to make the AI its official service and offer the service in full-scale by the end of FY2018. Continue reading transcosmos Develops an AI Which Auto-judges Customer Service Quality at Contact Centres