British consumers are deeply divided in their opinion of using virtual assistants via a smart device, with a lack of trust and security fears being the main issues, new research from Maintel today reveals. In recent years, virtual assistants via voice activated services have become increasingly popular with the invention of services such as SIRI, Alexa and Google Assistant. Continue reading New Data Reveals Brits Divided on the Security of AI Virtual Assistants →

Customer-facing employees are frustrated with the level of customer service they are able to provide, citing inadequate technology and processes that restrict their effectiveness as one of the main reasons, according to new research from Pegasystems, the software company empowering digital transformation at the world’s leading enterprises. Continue reading Customer Service Hindered by Inadequate Technology, Say Customer-Facing Staff →

New research from 8×8 reveals that on average UK employees waste two hours every week trying to track down the right information internally, which is in turn impacting the quality of customer service they deliver. Continue reading Company productivity held back as employees are not able to access information, research report finds →

TechSee, a global leader in visual customer assistance powered by AI and Augmented Reality released the results of a wide-ranging survey examining the top reasons for customer churn. Continue reading TechSee Survey: Customer Service Major Contributor to Churn →

Companies in the UK risk falling behind foreign rivals unless they use more artificial intelligence, a new report on the technology has revealed. Continue reading UK companies risk falling behind foreign rivals unless they use more AI, Microsoft report reveals →

CGS, a global provider of business applications, enterprise learning and outsourcing services announced findings from its 2019 CGS Customer Service Chatbots & Channels Survey. The results showed that consumers willingness to use AI as a go-to resource is waning as they struggle to have productive interactions. Continue reading CGS Survey Reveals a Blend of Automation and Human Interaction Will Drive Meaningful Connections Between Customers and Brands →