How Top 7 Banks Use Bots to Enhance Customer Experience
Consumers of information range from the end consumers of the bank to the CxOs in the financial services sector. Looking at chatbots as the new age contact center executives, banks have now started to transform to 'conversational banking' while minimizing cost and TAT along the way. Most forward … Read More
Alexa’s laughing bouts highlight a fatal flaw in bot development
The news about Amazon's Alexa bursting out in spontaneous laughter would have been funnier if it hadn't cast a spotlight on what's wrong with the current approach to chatbots and virtual assistants. Amazon researchers programmed Alexa to deliver a rolling “ha ha ha” when users said, “Alexa, can you … Read …
GiffGaff unsure on AI benefit to customer service
INTERVIEW: Artificial intelligence (AI)-powered chatbots require further development before they are ready to take on significant customer service duties, UK MVNO GiffGaff believes. CCO Kim Faura (pictured) told Mobile World Live the operator already puts its customers (called members) at the heart of … Read More
With Hackathons and Artificial Intelligence, Rajasthan Goes Digital to Bridge Rural-Urban Divide …
Three 21-year-olds from Jaipur Engineering College, who were participating in the marathon, has developed "anti-depressant chat bots" for various Rajasthan government department … “These anti-depressant chat bots does not require a separate web browser and can be activated via any browser. Read More
How Chatbots Are Helping Nonprofits Do More for Less
The rise of these platforms has spurred a meteoric rise in the use of chatbots, computer programs used to exchange messages that feel like conversations between people. If you've ever had an online conversation with a service representative on a company website, chances are you were talking to a … Read …
Zurich UK pilots new chatbot for quicker claims handling
Zurich UK has launched a six-week chatbot pilot, designed to help customers submit claims quicker and more efficiently. 'Zara' is a new chatbot system which helped Zurich log claims during the latest nationwide snowfall and the problems which cames afterwards. Through 'Zara,' Zurich says the … Read More
Virtual Assistants: What Consumers Want, And How To Deliver
59% of respondents (62% in the U.S. and 55% in the UK) found that having to repeat information and context to a human agent in the event of escalation from chatbots was the biggest hassle by far in using virtual assistants. The second biggest deterrent at 32% (29% U.S. and …
B2B Chatbots: Bots that Personalize the Process of Doing Business
In order to be more responsive to their customers, enterprises are investing in the development of chatbots, apps that can conversationally interact with users, providing answers to their questions. Gartner says that by 2021 that half of enterprises will spend more on bot and chatbot development than on … Read More
Put Knowledge at the Heart of Your CX; Or, Consumers Shall Move to Rivals
Providing more detailed, personalized answers to consumer questions on their channel of choice are now key to winning and retaining customers – but brands in the UK are failing to meet rising expectations. 91% of consumers surveyed by Eptica say not answering their questions satisfactorily annoys … Read More
Banca Transilvania to deploy Personetics chatbot
Banca Transilvania, the second largest bank in Romania, is partnering with Personetics, the leading provider of Cognitive Banking applications, to make AI-powered financial guidance an integrated part of the bank's digital customer experience. The Cognitive Banking application provided by … Read More