How to Measure Customer Experience Beyond Net Promoter Score
Such challenges may be addressed by the future developments in artificial intelligence (AI). Advanced analytics tools can drive real customer experience transformation, especially real-time analytics. CX analytics is maturing and becoming increasingly predictive, which will enhance personalization and, … Read More
Now, Railways mulls use of chatbots to address train passengers’ queries
Arun Kumar Das. Indian Railways is exploring the use automated chatbots, a first for the rail sector, so as to respond faster to train-related queries and enhance customer experience. The possibility of use of chatbots were showcased at a recent railway conference on Artificial Intelligence (AI) and a … Read More
Insurance industry faces disruption from start-ups
Alex Thomson, co-founder of Naked Insurance, says the company is built from the ground up by internal developers using AI technology, with the aim of transforming how customers experience insurance online. "Potential customers can receive a quote, and if it's accepted, receive cover on the Naked … Read More
Astound Integrates with ServiceNow to Make Every App Intelligent with AI-Driven Automation
Astound's decision engine provides AI-driven enterprise service management to improve the quality of support while also reducing costs. "ServiceNow is committed to delivering a modern, consumer-like service experience to employees," said Avanish Sahai, Vice President of ISVs and Technology … Read More
Astound Integrates with ServiceNow to Build AI-Driven Automation in Every App
Avanish Sahai, Vice President of ISVs and Technology Alliances at ServiceNow, said, “ServiceNow is committed to delivering a modern, consumer-like service experience to employees. We're pleased that Astound is innovating on the Now Platform®, embedding greater intelligence into our daily work. Read More
Now, chatbots to address train passengers’ queries
Indian Railways is exploring the use automated chatbots, a first for the rail sector, so as to respond faster to train-related queries and enhance customer experience. The possibility of use of chatbots were showcased at a recent railway conference on Artificial Intelligence (AI) and a high-level committee is … Read More
Strengthening CX: Customer Experience Platforms in the Mid-Market
Look for a customer experience platform that makes it easier for you to capture feedback with post-interaction surveys delivered through automated tools in calls and email. Some of the latest communication solutions can even implement AI solutions with sentiment analysis to help determine how a … Read More
70 percent of APAC Banks Will Use AI in Collections and Recovery by 2019
Artificial intelligence (AI) is becoming more integral in improving collections, according to banks in Asia Pacific (APAC). … to stop relying on gut-feel decisions or out-of-date models, and collections is a key area where AI has the potential to improve business decisions as well as the customer experience. Read More
4 things executives should know about AI and data science
Artificial intelligence, machine learning, and deep learning are buzzworthy terms in the world of business, ranging across channels from customer service to … you're wasting a resource that can add efficiency to your organization by providing a better, more personalized experience for your customers. Read More
Oracle cancelled a big announcement at the last minute — here are some clues as to what it could …
During the week, Oracle also announced a slew of other new cloud services including a bunch of artificial intelligence features added to its Customer Experience cloud service, geared to helping marketers more easily manage their marketing campaigns. But we understand that the big news was to be … Read More