Category Archives: Customer service

Intelligent Virtual Assistants

Posted on October 17, 2022 by decisionmanagementcommunity

As businesses race to provide better customer experience at a lower cost, the adoption of intelligent virtual assistants (IVA) will continue to explode. In its latest Decision Matrix for selecting an intelligent virtual assistant, Ovum evaluates top IVA vendors in … Continue reading →

Posted in Customer service, Human-Machine Interaction, Natural Language Processing | Leave a comment

Treating Your Employees Like Customers

Posted on September 12, 2022 by decisionmanagementcommunity

The onboarding process should be a streamlined integrated experience that asks for and offers the right information at the right time. How to do it? Sandy Kemsley in her latest vlog recommends treating your employees like customers. “I spend most … Continue reading →

Posted in Business Processes, Customer service, HR | Leave a comment

Context Rules The Modern World

Posted on June 9, 2019 by decisionmanagementcommunity

John Hagel published the article “Navigating from the Industrial Age to the Contextual Age“:  “Context is becoming more and more central to value creation. If we don’t pay attention to the circumstances surrounding a person or an event, we’re unlikely … Continue reading →

Posted in Business Analytics, Customer service | Leave a comment

CUI – Conversational User Interface

Posted on May 21, 2018 by decisionmanagementcommunity

Here are a few quotes from an interesting article “State of the conversation” written by Paul Campillo:  Eight trillion. That’s the number of text messages sent every year. For the record, that’s 23 billion texts sent every day. Or almost 16 … Continue reading →

Posted in Customer service, Natural Language Processing, Trends | Leave a comment

Chatbots: From Understanding Text to Understanding Customers

Posted on April 30, 2018 by decisionmanagementcommunity

Pega’s Andy Lewis published a paper about chatbots and NLP (Natural Language Processing): “If your chatbot cannot pass the empathy test with your customers it should be retired“. “Context demands we bring into the mix customer memory, insight, predictions, rules, and … Continue reading →

Posted in Customer service, Natural Language Processing | Leave a comment