The use of artificial intelligence (AI) is a central element of the digital transformation process at the BMW Group. The BMW Group already uses AI throughout the value chain to generate added value for customers, products, employees and processes. Continue reading Seven principles for AI: BMW Group sets out code of ethics for the use of artificial intelligence
Category Archives: Guest Content
Shifting liability for fraud from merchants to customers in contact centres
Fraud patterns are evolving quickly since the coronavirus outbreak. However, the recent introduction of PSD2 and Strong Customer Authentication has meant that liability switches from merchant to customer for fraudulent transactions. Rob Crutchington at Encoded discusses how the new payment rules benefit merchants in a volatile retail market. Continue reading Shifting liability for fraud from merchants to customers in contact centres
A 3-Step Formula for Consumer Trust in the AI Age
Adopting Artificial Intelligence is just the first step, the second is unlocking the true potential of AI to boost customer confidence with a focus on data. Henry Jinman of EBI.AI reveals his 3-step formula for winning hearts and minds in the quest for consumer trust in the age of AI. Continue reading A 3-Step Formula for Consumer Trust in the AI Age
The Innovator’s Guide to the Digital-First Contact Centre
Contact Centre adoption and support for first generation digital channels such as Email and Web Chat, including video chat and co-browsing is growing rapidly. Continue reading The Innovator’s Guide to the Digital-First Contact Centre
Mastering the art of cost-saving in customer service
As lockdown continues to ease, it pays to keep an eye on the pennies. Thomas Rødseth at Puzzel outlines 5 ways to achieve all-round efficiencies in customer service… Continue reading Mastering the art of cost-saving in customer service
AI to the rescue: first aid for busy contact centres in local government
Can Artificial Intelligence (AI) really deflect calls away from the contact centre? This is the question many local government organisations are asking as they strive to serve the community at reduced cost. Henry Jinman of EBI.AI outlines 7 reasons why conversational AI holds the answer. Continue reading AI to the rescue: first aid for busy contact centres in local government