AI is rapidly eliminating routine customer service tasks, allowing teams to redirect their focus toward higher-value, strategic work. This transformation is now less about if
More than a decade ago, live chat emerged as a key customer service channel and proved to be a game changer for B2C brands. When
The idea of specific customer service chatbots for retail is not new. Ecommerce sites have been using them for long enough that most customers have
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Listening to elevator music while waiting endlessly for a customer service agent to come on the line is becoming a relic experience for consumers. Today,
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
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
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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