New & Notable
AI for customer service News
November 04, 2019
Microsoft changes name of Flow to Power Automate, adds virtual agents to Power Platform among host of robotic process automation tools in latest release.
September 24, 2019
Microsoft broadens Dynamics 365 retail apps suite by introducing an e-commerce platform, as well as tools to track product data and intermingle physical and online retail data.
September 18, 2019
Salesforce will add Einstein AI to its cloud search functionality in hopes of better assessing context, personalization and reducing false hits for end-user queries.
August 19, 2019
Maven AI's updates are aimed at enabling new conversational commerce use cases. The new capabilities include Maven Assist, Maven AI-Powered Routing and Maven Developer APIs.
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What started as a call center phone bank has morphed into a multipurpose operation aided by AI. This guide explores the contact center as it evolves into a critical CX force. Continue Reading
Customers can become frustrated with chatbots, so it is important for contact centers to design AI that can recognize this and perform a timely handoff to live agents. Continue Reading
AI is poised to revolutionize content management workflows, bringing order to enterprise documents, greater insights into unstructured data and delight to customers. Continue Reading
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Incorporating AI into the basic building blocks of CMS workflows optimizes content creation and preparation to personalize interactions with customers over multiple channels. Continue Reading
As consumer expectations increase the need for more satisfying omnichannel engagements, the role of the contact center takes on greater importance and complexity. Continue Reading
'Experience data' from Qualtrics will help SAP boost its customer experience offerings. The company is also considering how AI can help and where privacy concerns fit into the CX landscape. Continue Reading
Manage AI for customer service
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More and more chatbots are entering the marketing, customer service and sales spaces. Here are four tips for brands looking to make their chatbots stand out from the others. Continue Reading
Adding artificial intelligence to lead scoring can help companies increase sales by better prioritizing customers and aligning sales messaging and resources with clients. Continue Reading
Integrating AI technologies into CRM platforms is beginning to pay off for sales teams as they start to see the benefits of predictive lead scoring. Continue Reading
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A lack of standards around chatbot development has created a situation in which enterprises are building and rebuilding bots. But that could change in the near future. Continue Reading
The rules of good chatbot scripting are similar to those of application coding. Here are some best practices to creating a chatbot that users will approve. Continue Reading
CX expert Scott Sachs discusses the various dilemmas posed by migrating legacy on-premises contact center platforms to the cloud. Continue Reading