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Jacada Blog

Why isnt natural language understanding naturalv2

“I'm sorry, but I do not recognize that response.”

How many times have you heard that sentence while trying to pay a bill, change a service plan, update the address on one of your accounts, or get through to a customer service agent? The answer for most of us? Too many. Gartner predicts that by 2020 a customer will manage 85% of the relationship with an enterprise without interacting with a human, so how do you think your customers feel when they are misunderstood by your company's automated voice recognition system? And why is it that your customers are being misunderstood?

The Rise of RPA Bots in Customer Service

Scott Interactive Videov2

Recently, Head of Automation Scott Merritt sat down with the TechTalk team and discussed the ways in which organizations seek to benefit from customer service automation. Most of us think of automation as the software that enables us to request an Uber on our mobile devices or get directions to a new restaurant from Siri or Alexa. Companies, on the other hand, need to look behind the curtain to find out what it really takes to make that customer service magic happen. We invite you to watch the interactive video (and enjoy the references we make along the way).

Some of the questions we'll discuss in the video:

front is different split

As business leaders are contemplating the promise of artificial intelligence (AI) and automation on digital transformation, many are quickly realizing that a customer’s experience is the sum of each moment: good and bad, direct and indirect, automated and manual, digital and face-to-face.

Companies push for digital

There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation.

Companies using AI to enhance customer experience

In today's world we have come to realize that technology makes our lives easier. Incorporated into almost all daily used devices, from smart phones to smart refrigerators, technology simply makes our personal lives easier to manage thereby creating a more efficient use of our personal time.

what is the motivation for companies to adopt self service

Self-service is often the first step of the customer service journey. It is at this time that the solution can either enhance brand perception or hurt brand perception, so the importance of self-service cannot be over emphasized. Factors driving organizations to invest in self-service include:

the components of intelligent agent engagement

While assisted service aptly describes the human-touch component, intelligent agent engagement more accurately describes the human-touch fueled with technology to drive improved operational efficiency.

what is contact center agent engagement and how is it changing1

Agent engagement refers to any customer interaction that requires a human-touch. While much of the technology focus of recent years has been with self-service, the assisted service channel is seeing a resurgence of interest and importance. There is also a growing realization that customers no longer need to make a binary decision on using one form of service over the other - instead, self-service and assisted service are deeply intertwined, so much so that a single customer interaction can span both channels, multiple times.