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Decagon has built one of the most talked-about AI agent platforms in customer support. Its Agent Operating Procedures (AOPs) let CX operators configure complex workflows
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IoT devices and sensors produce five quintillion bytes of data every day, and a recent Gartner report estimates that by 2020 there will be more
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Routing customers to the right agent is important for both the brand and the customer: it ensures that customers don’t have to be transferred from
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In 2016, Microsoft CEO Satya Nadella declared that “bots are the new apps” during a company developer conference in San Francisco. He wasn’t the only
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Today, brands have the luxury of being able to pick and choose the software tools that best suit their specific organizational needs. For example, there
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This week, Audible, the Amazon-owned audiobook subscription service, announced a new integration with Amazon’s Echo for contacting a voice support channel and receiving personalized book
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Business to consumer brands require a specific B2C customer service solution. They’re dealing with massive scale, rely heavily on high customer satisfaction ratings — and
See how you can reduce your customer service spend with our cost savings calculator. Our digital customer service platform is largely built upon the notion
Helpshift is fortunate enough to have its own in-house data science team tasked with creating AI products that are tailored specifically for customer service. The
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Chatbots today should not be conflated with chatbots of the past: the technology is more advanced and the customer experience is likewise enhanced. Historically, the
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MoviePass is the fastest growing subscription service, ever. After ballooning from 20,000 to three million users during Spring of 2018, the MoviePass support team also
The following post explores how Helpshift’s product management team has redefined traditional web chat to address our customers’ largest pain points. There are plenty of
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On Friday, Netflix announced a new record for consumer spend on mobile: the streaming service raked in $86.6 million across iOS and Android, a figure
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