Insights and Inspiration

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Mobile Messaging Apps to Drive Customer Engagement Should Your Company Use Them?

Mobile Messaging Apps to Drive Customer Engagement Should Your Company Use Them?

How do brands match automation with a more ‘human’ element, when venturing into marketing or customer service communications on messaging apps.

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AI Will Save Customers Time and Enhance Their Overall Experiences.

AI Will Save Customers Time and Enhance Overall Experience

Leading tech providers are planning strategies based on an AI-enabled future. Apple, Dell, Facebook, Google, Microsoft and Samsung are some of the companies that have acquired AI startups and are developing new platforms for AI progress. AI is saving users time by reducing the amount of choices and decisions they need to make.

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Artificial Intelligence and How it is Powering Customer Experience in Retail

Artificial Intelligence and How it is Powering Customer Experience in Retail

Making e-commerce smarter and more personalised is now a top priority for retailers with many investigating how AI and cognitive computing can help. According to Forrester, AI, big data and analytics will increase businesses’ access to data, broaden the types of data that can be analysed, and raise the level of sophistication of the resulting insight.

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Chatbots vs conversational commerce: What's the difference? | My Customer.com

Chatbots vs conversational commerce: What's the difference?

Making e-commerce smarter and more personalised is now a top priority for retailers with many investigating how AI and cognitive computing can help. According to Forrester, AI, big data and analytics will increase businesses’ access to data, broaden the types of data that can be analysed, and raise the level of sophistication of the resulting insight.

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Strive to Infatuate Your Customers

Strive to Infatuate Your Customers

You shouldn’t merely focus on providing customers with a satisfying experience. Rather aim to deliver them a string of experiences that keep them perpetually infatuated says Gabor George Burt.

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Merry Christmas & Happy New Year from Webio

Merry Christmas & Happy New Year from Webio

2016 is coming to an end and all here at Webio wanted to say thanks to all our readers, customers, partners and followers for making this year an amazing year for Webio.

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Illustration of AI Chabot with an agent headset beside a ahnd holding a  mobile with automated messages - messaging

Getting the Most from AI Agents and Messaging Apps in the Contact Centre

The world of customer engagement is forever changed! We have moved at warp speed from the days of handling calls and sending SMSs to a world of Messaging Apps and Chatbots. Customers are now in the driving seat and want to engage with companies as easily as they do with everyone else!

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5 Strategies to Up Your Customer Support Game with Millennials

5 Strategies to Up Your Customer Service Game with Millennials

Millennials don't want to call contact centres. 34% would rather visit the dentist than call! With 75% percent preferring messaging to any voice communication here are 5 ways to improve your customer service with Millennials.

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Messaging, AI and Chatbots: Simple Things You Need to Know to Start Implementing Now

Messaging, AI and Chatbots: Simple Things You Need to Know to Start Implementing Now

Getting started with Messaging, AI & Chatbots doesn't have to be daunting. There are simple steps the contact centre can take when embarking into this new messaging world, and it doesn't involve pulling-the-plug on present activities.

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Don’t Let Inappropriate Agent Conversations Kill Your Brand

“**** You Mr Customer”, Don’t Let Inappropriate Agent Conversations Kill Your Brand

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AI Chatbots and Contact Centre Agents Working Better Together

AI Chatbots & Contact Centre Agents Work Better Together

Will reductions in operating costs and improved conversation management result in AI Chatbots being rolled out across the contact centre and agents being phased out? The answer simply is no. There is a lot of hype around AI and Chatbots and how they will take over, but in reality when it comes to the contact centre chatbots rely on agents and agents rely on chatbots.

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Girl holding up mobile phone with a payment completed image on the screen. Showing Messaging and Artificial Intelligence getting a payment.

Get Paid Faster Using Messaging and Artificial Intelligence

Messaging & Artificial Intelligence are proving to be effective in getting customers to open up and engage, much more so than traditional communication channels. Messaging and Artificial Intelligence really are the leading options for collections teams who want to get paid quicker.

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Virtual Agents Reducing Inbound Call Volumes…How Does That Work?

Virtual Agents Reducing Inbound Call Volumes…How Does That Work?

Chatbots, AI agents, virtual agents or virtual customer assistants or whatever you want to call them, are the ideal way to reduce inbound contacts. Virtual agents are fully armed to tackle thousands of contacts easily. That's their job. But it can be somewhat daunting getting started. This post looks that the key things to consider.

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ConverCon:Talking and Walking Conversational Interfaces in Dublin

ConverCon:Talking and Walking Conversational Interfaces in Dublin

I attended and presented at Webio's ConverCon, the "Conversational Interface Conference” and for a first-time outing, I was very impressed by the depth, breadth, and diversity of the content and people there. Recommended to anyone who wants to explore, learn, and share about conversational computing (be it voice, SMS, messaging, chatbots, and so on) and its possibilities.

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Conversational Interfaces as an Emergent Property

Intelligent Assistants are clearly the next step in moving us all down this conversational path. Artificial Intelligence will be important at the conversational platform level. The question will be how much of it comes “packaged as features within the products you buy from vendors”, how much of it is a general capability you have access to from cloud based API’s, and how much of this you are going to have to build and wrangle with for yourself?

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Attending 'The Conversational Interface Conference' ?  Get Tickets Here

Attending 'The Conversational Interface Conference' ? Get Tickets Here

The ticketed event gets underway from lunchtime on May 4 and is billed as an absolute must for anyone managing customer experiences or call centres, digital transformation directors, heads of design and anyone who wants to ensure their company is tech fit for a very different future.

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Messenger in the Contact Centre - Customer Engagement Convesations - Live Demo

Messenger in the Contact Centre Customer Engagement Conversations - Live Demo - Register Here

See Webio's conversational messaging platform manages contact centre customer conversations via Messenger & other channels. Add Messenger as an inbound/outbound channel, use Chatbots and messaging, eliminate silos and have single user logins and lots more

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How AI Chatbots Can Manage Customer Conversations using 50% Less Agents

How AI Chatbots Can Manage Customer Conversations using 50% Less Agents | Webinar

Whether it is SMS, Facebook Messenger, WhatsApp etc., more channels result in more noise and more contact, but that doesn't have to mean more agents and more costs. But in fact the opposite. Hear how to reduce the number of agents needed to manage inbound contact, how AI Chatbots can triage and route customer conversations more efficiently, how "Blended AI" allows AI Chatbots and Agents work seamlessly together, how baby steps are the way when getting started with AI & Chatbots

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Messaging and Web Chat Getting the Best Out of Both

Messaging and Web Chat - Getting the Best Out of Both | Webinar

In this 30-minute webinar, we will focus on the growth of web chat and messaging and how they can be used effectively inbusiness. These two channels are somewhat similar in the experience they provide, but drastically different in uptake and the value they can deliver to the business, and, the contact centre.

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How Chatbots are Changing the Way Businesses Talk to Customers

How Chatbots are Changing the Way Businesses Talk to Customers | Podcast

Webio's ConverCon - The Conversational Interface Conference took place recently. RTE Radio 1's Liam Geraghty went along to find out how chatbots and conversational commerce are shaping customer engagement.

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Everything you need to know about Chatbots | Podcast

Everything you need to know about Chatbots | Podcast

This podcast talks about all things 'Chatbot'. From what makes chatbots great to how behavioural changes have lead to the rise of chatbots and user experience and your chatbot.

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Reduce Inbound Contact with Less Agents Using AI Driven Conversations

Reduce Inbound Contact with Less Agents Using AI Driven Conversations | On Demand Webinar

Gain an insight into how AI is helping contact centres manage both structured and unstructured inbound contact regardless of the channel. Whether it is SMS, WhatsApp, Messenger, Viber etc. more channels result in more noise and more contact, but that doesn’t have to mean more agents and more costs.

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How AI and Tech are Changing Businesses | Webio Podcast

How AI and Tech are Changing Businesses | Podcast

The Sunday Business Show on TodayFM spoke with Paul Sweeney about how artificial intelligence and technology are changing the way we live and work.

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Messaging and AI:  SImple Things You Can Implement Now

Messaging and AI: SImple Things You Can Implement Now

Messaging and AI are changing the very nature of how companies engage with customers. New messaging channels are presenting new challenges – more channels mean more noise and more contact. With customers firmly in the driving seat and this shift towards messaging, companies are scrambling to develop/deploy both an AI and messaging plan. But getting started with messaging and AI doesn’t have to be so daunting. There are simple steps that the contact centre can take when embarking into this new messaging world, and it doesn’t involve pulling the plug on the phone and email.

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help you tackle it

If you want to improve your customer communications, take advantage of our experience and let us show you what we can do.

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Register for a personalized demo where our team will review how Webio's intelligent customer engagement solutions can positively impact inbound and outbound customer engagement in your business.

METRICS WE’VE ACHIEVED

64%
reduction in inbound calls
80%
improvement in agent productivity
70%
reduction in operational costs
60%
score increase of customer experience

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