machine learning and cx

Don’t Bet on the Bots, 4 Ways to Keep Customer Service Human

Automation can support and enhance customer service but it's not substitute for the human touch PHOTO: trauma_j Chat bots aren’t bad news for customer service, but if you leave important human touch points entirely in the hands of AI and machine learning, problems will arise.  The biggest drop in the American Customer Satisfaction Index since the mid-90s happened between 2013 and 2015, suggesting that businesses need more...

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How Machine Learning Can Raise the Bar in Customer Service

Machine learning is prime to assist in customer service scenarios to double check orders and flag any potential issues PHOTO: Chris Makarsky Machines are exceptionally good students. We can see that in the rapid and widespread adoption of machine learning — also known as auto-learning — to automate and improve the collection and processing of large amounts of data. A version of artificial intelligence, machine learning refers...

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Machine Learning Will Transform the Advertising Industry

Machine learning promises to help you better understand consumers, improve the customer experience and extend the reach of your ads. PHOTO: Igor Ovsyannykov on Unsplash Hype about machine learning in the media industry abounds, but once you move past the buzz, there are also a lot of practical applications for the technology.   Machine learning is gaining momentum over traditional analytics models, which are no longer effective and...

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4 Questions to Ask Before You Send In the Chatbots

Chatbots save customers time and frustration, and they allow you to better use your human agents. However, make sure you anticipate all possible scenarios. PHOTO: Guinness World Records The customer experience model of today looks different than it did even five years ago, yet certain pillars of customer experience remain.  With the introduction of any new tool for customer engagement, you must strive to make experiences more...

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