News
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What is a Chatbot, and How is it Used in Customer Service?
Customer service has long been what makes or breaks a business. A business can have a great service or product, but if it’s not offering an experience that its customers are delighted with, it could soon find itself losing revenue. Making the most of new technologies, such as artificial intelligence (AI) and chatbots, is a…
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How Artificial Intelligence is Being Used to Lower Customer Effort
As customer effort is in the spotlight, there is a lot you can do to deliver effortless experiences by designing services for your customers that are easier to understand and use – including taking advantage of the latest AI tools from outsourced call centers. Previously, in Predicting Customer Loyalty Using Customer Service Metrics, we looked…
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The Future of Customer Service is Being Shaped by Technology
Have you heard about Design Thinking? It’s an approach to innovation that puts the customer at the center of design for any solution. Developed by IDEO founder David Kelley, it focuses on three main elements: people, technology, and business, all evolving around the customer. Depending on your business, customers can be a diverse lot, but…
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