Category Archives: Guest Content

The Emergence of Artificial Intelligence within Customer Service

Artificial intelligence has the potential to transform the contact centre industry. Much of the conversation has centred on chatbots or virtual assistants that respond to text and speech, but this is just one aspect of the wide-ranging, permanent effect that machine learning combined with process automation will have on customer service. Machine learning algorithms learn from successes and mistakes in order to attain programmed goals. Continue reading The Emergence of Artificial Intelligence within Customer Service

Customer self-service trend continuing to grow, says Aspect Software

The rise of artificial intelligence and the disruption it’s initiating to all industries and individuals is a topic that cannot be escaped. Whilst some doubt over these technologies is present, the vast majority understand the impact it can have and one area where this is really being felt is in customer service operations, says Aspect Software. Continue reading Customer self-service trend continuing to grow, says Aspect Software

GDPR and data lock-in: moving towards a more secure and transparent European Cloud market

The General Data Protection Regulation (GDPR) will officially come into force on May 25, 2018 for all countries in the European Union. This regulation focuses on individuals and acknowledges their right to data portability, data access and transparency in relation to the processing of their information. Continue reading GDPR and data lock-in: moving towards a more secure and transparent European Cloud market