Customer Service in the Age of AI

Posted by Jay Hinman

 

With so much noise about AI out there, how can companies ensure that they are choosing the right AI solution to deliver the cohesive, intelligent experience that the next generation of customers expect?

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Why We’ve Chosen a Language-Agnostic AI Approach

Posted by Phill Brougham

Language. It’s the common parlance among a community through which to communicate meaning. We take it for granted that our family, friends and colleagues will understand us when we communicate. Should we expect the same from machines?

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September 2018 Release Notes

Posted by Phill Brougham
With this post, DigitalGenius will be regularly publishing monthly release notes, going beyond a "1 to 1" relationship exclusively with our customers in to sharing our product updates with the wider world.

We're aiming to have our product progression documented to help our customers easily see the great things we’ve accomplished, and we also want future customers to know that we’re not merely innovating in AI, we’re also adding disciplined product enhancements every day that deliver the best and most advanced customer experience possible.

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The Case Against "Deflection" in Customer Service

Posted by Phill Brougham
In my first post for the DigitalGenius blog, I’d like  to consider the topic of deflection in customer service. The idea is widespread, both as a tool and as a metric or goal in contact centers. The idea is to attempt to diagnose the customer’s question, then provide a possible route to self-service, therefore removing the cost and time required to provide the service.

Think about this for a second. Your customer is reaching out because they have a problem they want solved, and in reply, are told to shove it, and sort it out for themselves. It made me reconsider the meaning of “deflection”, so I looked it up. Divert, parry, and fend off came up - is this how we want customers to feel after an interaction?

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New Video: What AI-Powered Customer Service Automation Looks Like

Posted by Jay Hinman

We thought you might want to take a peek at the new video we put together about DigitalGenius and our customer service automation platform. It's short (!) - and helps address the concerns of the modern customer support team: rising ticket volumes, overlapping systems - and those repetitive, expensive tickets.

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Infographic: How Customer Service is Evolving in 2018

Posted by Karishma Urs

We've recently conducted a survey with customer service leaders across North America to get a better sense of the their current support channels, how they hire & retain agents, how they use systems to conduct work and much more.

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Survey Results Are In. Here's What Customer Service Leaders Are Saying About Their Jobs in 2018.

Posted by Jay Hinman

 

We've just published the results of our exclusive survey of customer service leaders across North America, and have made them available in a downloadable guide.

This new data is not only of use for customer service leaders and their teams, but for anyone looking for deeper insights into the nature of how the support agents we interact with on a daily basis view their own jobs.

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Your Complete Introduction to Conversational Process Automation

Posted by Jay Hinman

 

There’s always one. That one repetitive inbound ticket that eats up a significant portion of your customer support team’s time and effort - and that costs more than you’d like it to.

Our customers have told us that this one ticket is often their most expensive overall, due to its frequency and the number of back-end systems needed to resolve it. It's often refunds, or upgrades, or cancellations - even account lookups fly into contact centers frequently and repeatedly, and can be among the most annoying and/or mind-numbing tickets for customer support agents to handle.

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To Bot or Not — What Should You Automate in Customer Support?

Posted by Edmund Ovington

This is a guest post by Edmund Ovington, VP of Global Alliances at Unbabel.

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Making Customer Service Your Competitive Advantage

Posted by Jay Hinman

Businesses often seek to differentiate on the basis of one of several strengths they can call their own. It might be product innovation, price, or some distribution or branding advantage that they have above and beyond their competitors - and yet every company, consumer- or business-facing alike, has a customer support function in some shape or form.

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