Insights and Inspiration

THOUGHT BOX

Conversational AI Trends to Keep an Eye On

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.

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Digital Accessibility Enters The Spotlight As A Business Priority

When 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:

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Why 2021 is going to be an important year for the AI debate

Our 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.

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It’s Finally Time for Frictionless Financial CX

It 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.

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A three-step formula for trust in the Age of AI

The 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]

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AI Improves Customer Experience and Contact Center Efficiency

Customers 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.

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Pandemic paving the way for the omni-digital customer: B2B and B2C must prepare

Recent months have seen a huge rise in expectations for digital-only customer experiences - and the trend seems likely to continue.

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95% of customer journeys now occur across multiple channels

Customers 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.

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image of an equation with speech bubbles plus Webio Chatbot equals rising graph to represent conversation success

Conversational SMS vs Regular SMS Business Messaging Is there a Difference?

The straight answer to that question is absolutely! With the explosion of Conversational technology, the game has really been upped and SMS has had to follow suit and go conversational.

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Designing Digital Debt Collection Conversations | Part 2

You'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.

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AI Robot Image with code

Are We Now in the Conversational AI Moment?

This 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.

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Laptop with Webio Campaign Screen with automated arm reaching in to take a conversation speech bubble

Work Smarter Not Harder with Automatic Rate Per Minute Scheduler

Managing 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.

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How to Introduce AI Chatbots and Keep Your Agents Happy

When 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.

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Parts of a Rubik's cube coming together to form a cube

Designing Difficult Digital Debt Collection Conversations

As 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.

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Four ancient pillars

The Four Pillars of Technical Executive Leadership

How 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. 

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Benefits of Digital Debt Collection in coloured boxes with icons

Digital Debt Collection: Why Use It in Your Business

As 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.

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Conversational AI and the Power to Make Difficult Conversations Easy

Webio is on a mission to make those difficult conversations about money that little bit easier for everyone concerned and this interview with Ton Dobbe delves a little deeper into Webio's product innovation that makes that happen. 

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webio conversational messaging image of smart phone with bots and agents with speech bubbles with versus the dialler

Digital Messaging vs Dialler – Know the Real Numbers!

If the goal is for the business to connect with customers and have meaningful conversations that result in a positive outcome, the dialler just can’t compete with messaging performance, it’s that simple. In this webinar we will break down analyse dialler stats vs digital messaging stats and show just what can be achieved.

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Voicebot Podcast Panel Paul Sweeney from Webio, Tom Hebner,

Conversation on Conversational AI

Webio 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.

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Maximise and Automate Customer Engagement Campaigns with 80% Less Effort

Not 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

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Headshots CRMPlayaz team with Paul Sweeney from Webio and Dan Miller from Opus Research talking about Conversational AI

How will Microsoft's Acquisition of Nuance Impact Conversational AI?

On 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.

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Demystifying Automation in Digital Debt Collection

In 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.

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Digital Transformation has Become Instant Transformation in Debt Collections

There'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.

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Three icons representing automation, Webio conversational middleware, Customer Collections, Picture of Richard Sharp from Oplo

Oplo Interview on Supercharging Customer Collections with Automation & AI

In 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.

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