Human Intelligence

What are the 5 Crucial Metrics You Should Measure to Improve Your Contact Center Performance?

Are you a quality assurance manager in any contact center? If so, you know that it is a part of your work to make decisions that directly impact the contact center’s bottom line. You have to keenly monitor the performance of your contact center and figure out how your team members can deliver better customer …

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Human Intelligence + Artificial Intelligence – The ‘Winning Formula’ to Deliver Remarkable Customer Experience

If I were to ask a bunch of people the last time they had a really great experience as a customer, it probably wouldn’t take them long to come up with a story of how the lasting impression of the experience made them happy and satisfied. And the same goes for a poor customer experience, …

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Do We Need AI to Truly Transform the Customer Experience for the Better?

According to a Gartner Report, 85% of customer interactions will take place without human involvement by 2020. Put simply, artificial intelligence is transforming the way companies interact with their customers. But, do we really need AI to maintain high levels of customer satisfaction, or can we rely solely on human intelligence? To answer this question, …

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How Integrating Artificial Intelligence With Human Intelligence Can Delight Your Customers

Incorporating artificial intelligence (AI) into your call center quality monitoring can feel like an uncertain prospect. With over 80 percent of businesses already using or planning to acquire automated technology as a customer service strategy by 2020, it’s apparent that AI is quickly becoming a baseline requirement to compete in an increasingly globalized marketplace. However, …

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Humans and AI Can Work Together To Create Better Connections

The traditional role played by interaction analysts is changing – there’s a new source of reliable feedback that’s providing greater insights into how people interact. The new source of human relationship and engagement feedback has taken some folks by surprise – it’s Artificial Intelligence. Artificial intelligence is helping businesses to build better internal and external …

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The best of both the world’s is required, but it is PEOPLE who add more value

“Integrating HI + AI into daily contact center business operations has the potential to reshape the workplace and provide beyond belief opportunities for growth.” It seems that more and more everyday processes and jobs are starting to include a measure of automation, where there’s less for flesh-and-blood humans to do a specific task to be …

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Combining AI and Human Intelligence Can Lead to a Seamless Customer Experience

Ongoing developments in technology have resulted in artificial intelligence that is capable of mimicking many human behaviors and responses. This increasing capability has been much appreciated by those who manage overloaded call centers. This is not to say that AI is set to take over the call center industry, only that it has been proven …

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