Artificial Intelligence: Customer Service Friend or Foe?

Artificial Intelligence (AI) has been a source of debate within several different industries, but what exactly is AI, and how would it benefit businesses seeking to improve their customer service operation?

We’ve all grown accustomed to using programs or automated scripts to perform methodical, automated tasks. For example, Google uses crawler bots to automatically scan and categorize web pages based on their content and several other ranking factors in its ever-evolving (and rather elusive) algorithm. As a result, when you visit Google’s homepage and perform a search, you receive the most relevant content within a matter of milliseconds.

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Why Automated Customer Service Isn't the Answer

Too often these days, businesses that are seeking ways to save money opt to use an automated customer service solution, leaving customers who are in need of live assistance to fend for themselves. In fact, the trend towards automated customer service has increased rapidly within the past few years. One study by Gartner estimates that by 2020, 85 percent of all contact between companies and consumers will be made using an automated solution.

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