With more and more evolution, Conversational AI is advancing at a great pace and making it possible for machines to interact with humans via natural language. Here are some of the Conversational AI trends that Ajay Kapoor covered in a recent article on Artificial Intelligence in Plain English.
VIEWWhen the Covid-19 pandemic struck, in many cases making digital the only channel through which customers could interact with brands, Forrester saw a significant uptick in inquiries related to accessibility, mostly from companies getting serious about accessibility for the first time. The pandemic served as a wake-up call not just about the importance of digital accessibility but about its benefits, like:
VIEWOur very own Cormac O'Neill, spoke with Ian Curran from the Journal,ie to discuss AI and just how important it will be not only in 2021, from the hype around AI and confusing basic automation to applying deeper AI.
VIEWIt turns out the coronavirus pandemic is also a time machine. Instead of a lengthy march to digital transformation, the pandemic condensed years of change into a few months. For financial institutions, what was a slow shift toward mobile banking, contactless transactions, and digital insurance sped up when COVID-19 reinforced the need for fast, secure, and remote access to funds and financial information. As financial leaders plan their next move, we've identified key customer experience trends and best practices that will help companies earn customer loyalty today and in the future.
VIEWThe post pandemic world will be a dramatically different place, with more people working from home and shopping online than ever before due to COVID-19. As a result, we are living in an increasingly digital world. There is no turning back with at least 500 million tweets, 294 billion emails and 65 billion messages on WhatsApp being sent around the world every single day.[i]
VIEWCustomers and employees can benefit from the use of AI in contact centers. Businesses can use AI to provide customer self-service options and help make agents more productive.
VIEWRecent months have seen a huge rise in expectations for digital-only customer experiences - and the trend seems likely to continue.
VIEWCustomers use a growing number of different channels during their purchase process. But bricks and mortar remains important. As if there were any doubts about the importance of offering your products and services across different channels, a new study says that 95% of consumers now rely on it.
VIEWYou've designed your conversations and are now ready to move onto the next project. What if I told you that you now need to stop, and change what you’ve just done? That would probably be met with some resistance, but that is exactly what you must do – change.
VIEWThis week Nuance was bought by Microsoft for $20bn. Nuance is well known as a voice technology provider particularly in healthcare but over the past few years, it has invested in artificial intelligence solutions around this core area of voice input. It has a deep patent portfolio and a cadre of highly specialised employees.
VIEWManaging campaigns is a labour-intensive activity. Uploading daily files and calculating the rate at which your messages should be sent to ensure an even distribution takes time and lots of it especially if you have lots of campaigns. Here we take a look at the Automatic Rate Per Minute functionality.
VIEWWhen introducing new technology into the business, how do you go about successfully deploying AI Chatbots and bringing agents along the journey with you as opposed to having them be an afterthought and dragging them along? This posts gives some tips on removing the fear factor and getting a win-win for your agents and the business.
VIEWAs more and more businesses jump aboard the ‘conversational train’ the need to have an understanding of how to design a chatbot and what it entails is growing. Chatbot design and how you build a bot really matters, and the success of any campaign or customer outreach hinges on it. Especially in digital debt collections. Get the tempo and tone of your chatbot conversations right and those really difficult payment conversations become less hard to have.
VIEWHow can you keep up the momentum of your project, the technology behind it, and your technical team, whilst bringing things in on time and on budget? Your strategy will keep these concerns at bay which you can build using the four pillars of executive leadership. The Four Pillars are how you build a successful technical strategy.
VIEWAs customers continue to turn to digital channels it is vital for the debt collection process to be in sync with evolving trends. Businesses that modernise their collections capabilities to scale and become more effective and efficient in their collections processes; will streamline their collection processes and ensure they stay compliant while enhancing customer satisfaction, customer experience and significantly increasing recoveries, and containing costs.
VIEWWe are hearing a lot about the role that Open Banking and role AI will play in customer engagement within the credit, collections, and payments eco-system. While here at Webio we are actively deploying both of these into our product. So, what I want to do is give you an insight into three different themes that we are exploring at Webio as part of our longer-term strategy.
VIEWWebio has been invited to participate in a number of industry and analyst led conversations. The most recent being the 'Conversation on Conversational AI' a discussion on the reality of implementing Conversational AI today.
VIEWNot every customer gets to the same point in a conversation. So, what you do next will drive either the success or failure of every campaign and heavily impact customer experience. In this webinar, we will take a closer look at developing ‘kick it out of the park’ campaigns based on powerful ‘next step’ automated chatbots
VIEWOn the latest CRMPlayaz episode, the Playaz went deep with Dan Miller and Paul Sweeney, Webio's head of Product and resident guru on all things conversational, on what the Microsoft acquisition of Nuance Communications will do for conversational AI adoption and proliferation. It is a great podcast, witty, entertaining and very insightful.
VIEWIn this webinar, we will focus on showing how and where automation, chatbots, and messaging strategies are delivering success in debt collections. Part of introducing any new technology is to know what’s possible and what best practice looks like; knowing what parts of the customer journey to automate, when to blend agents and chatbots, what processes should be automated, and which ones should not.
VIEWThere's no doubt that digital transformation is a hot topic. 2020 saw that struggle overcome and for many the digital transformation they were longing for took place in an instant. None more so than in the area of credit and collections.
VIEWIn this session, we will talk with Richard Sharp, Managing Director - Consumer Division with Oplo about their experiences of adding conversational messaging, increasing customer engagement, improving collections processes, reducing operational costs, and developing better relationships with their customers. This is a must if you are unsure of what chatbots, automation, and AI can do. Hear how it works, how to set it up, and what successes to expect.
VIEWIt is official, WhatsApp is an extremely effective channel in driving inbound customer engagement regardless of the industry you are in. Since its recent launch WhatsApp Business has seen exponential growth, with growth with reported growth rates of 20% month-on-month (that’s over 700% annually!). This webinar will look the benefits of adding WhatsApp channel and what increases in customer engagement and agent productivity you can expect.
VIEWIn this webinar, Snap Finance's Jonathan Booker joins us to discuss his experience with 'going digital' and moving from outbound diallers and inbound calls to conversational SMS - chatbots, automation and AI. Listen to Jon, talk about how he implemented this conversational technology, his agents and how they fit into the picture and how to get the balance right between automation and live agent engagement.
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