Articles - Interactions

213

Texting or Talking? 3 Takeaways from New Research

215

How to Increase Your ROI From Intelligent Virtual Assistants

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345

Your Guide to the Customer Journey Map

robots in a line

4,954

Artificial Intelligence in the Contact Centre: What You Should REALLY Know

A photo of a frustrated looking woman holding a map

154

3 Ways Conversational AI Can Help Customers in Urgent Travel Situations

250

Is Your Chatbot Conversational? Here Are Seven Questions You Need to Ask

female customer with broad smile, looking at the camera with happy expression, showing thumbs-up with both hands,

227

How to Measure Success in the Contact Centre

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358

Are IVR Systems Dead and What Are Your Other Options?

Young woman at the street with shopping bags using mobile phone

243

The Modern Consumer: 4 Things You Need to Know

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354

The Fact and Fiction of Chatbots: Expectation vs. Reality

A collection of phones with graphics of chats and articles

375

Social Listening for Customer Care: 101

A Business Team Discussion on Customer Service

320

Defining Customer Service in the Customer Experience Era

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330

The Truth Behind Why Chatbots Are Failing Consumers

The word objectives written in multicolours

42,165

20 Contact Centre Objectives

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997

3 Rules of Call Deflection

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234

Why Virtual Assistants Are Not “One Size Fits All”

A robot and a man have a conversation

558

4 Key Trends in Interactive Virtual Assistants

264

3 Revenue-Driving Benefits of Conversational Artificial Intelligence

329

AI on the Creepiness Scale: Real-Life Stories

1,612

Customer Journey Mapping: Empathy Maps

329

Three Situations Where AI Can Improve the Customer Experience

281

3 Reasons to Invest in Omnichannel

5,625

3 Use Cases of AI Adding Value to the Customer Experience

265

Mapping the Customer Journey to Improve the Customer Experience