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Chatbots: Saviours of the Insurance Industry
While the insurance industry has been slow to transition to a digital world, chatbots offer a quick and easy way to begin delivering the services 21st century customers demand.
Jacada Blog
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The Trouble with Mobile Customer Service Apps
The theory behind mobile customer service apps may be sound, but in practice, the challenges to adoption are significant.
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Can Personalized Self-Service Do A Better Job Than An Agent?
While a robot would never be able to take the place of agent 007, there is a school of thought that suggests that a personalized self-service solution offers many advantages over a human contact center agent.
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Delivering exceptional customer experience is the holy grail of modern business, but like King Arthur’s knights, you are unlikely to find what you seek without an effective map.
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Language versus Intelligence
Natural Language Understanding and artificial intelligence are often terms that are used interchangeably when describing virtual assistants, but they are actually two different things.
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Join the Chatbot Revolution!
There are many benefits to implementing a chatbot within your contact center, most of which directly and positively impact on the end-customer.
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Introduction
Chat bot technology is being driven at a revolutionary pace. Yesterday’s chat bot provider is already obsolete, and today’s chat bot provider faces a juggernaut of competition the likes of which the technology world has never seen. Chatbot platforms are rapidly becoming commoditized as there are so many players with little to no differentiation. The next generation of chat bots will belong to the “Big Six” – Google, Amazon, Facebook, Microsoft, Apple and IBM.
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How digital can enhance traditional voice communication
As an increasing number of customers are moving to digital channels, voice remains extremely popular. Combining digital with voice can give your customer service center a competitive advantage.
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Keeping it in the family
RPA and BPM display a lot of similarities, and as such are often confused with one another. They are certainly members of the same family, though they could not ever be called identical twins.
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The customer experience manager is key to delivering the kind of service offering that can truly differentiate an organization. Here are some of the most important things that a CEM should (and should not) do.