Facebook Messenger wants to become the mobile app for everything. What does this mean for brands? The idea that Messenger is aiming to transform itself from a messaging mobile app into an all-encompassing platform has been making rounds since 2015. And after the recent F8, Facebook’s annual developer conference, it was clear that the social […]
Customer service practices are continuously evolving as brands embrace new technologies that can simplify and uplift shoppers’ experiences. When Internet-enabled mobile devices such as smartphones and tablets began to take over the mainstream market, people started moving to a newer breed of communication channel. Today, at the height of mobile consumption, the phone calls and […]
This year’s CES isn’t just about consumer electronics. The show highlighted several tech trends that could revolutionize business processes in powerful ways. In a previous post, we enumerated three CES 2017 trends businesses should embrace to improve the customer experience.
Will artificial intelligence (AI) tools eventually gain enough power to drive all humans out of call centers? Several customer support roles have already been replaced by software and machines. There are now bots that can make consumer purchases for customers, sell travel tickets, approve requests, and others. In many parts of the world and across […]
Throughout the years, customer service has evolved from being an unavoidable expenditure to a crucial component of brands’ business strategies. Company leaders now treat customer support as a brand differentiator, something that would help them tower over their competitors. This 2017, it will continue to be a requisite to organizations’ success. Unsurprisingly, the entire customer […]
Chatbots have come a long way since their invention in the 1960s. One of the first bot-operated programs was called ELIZA, considered a primitive form of artificial intelligence (AI). It was designed by MIT computer scientist Joseph Weizenbaum to simulate conversations. Unsurprisingly, its biggest weakness was that it lacked the ability to contextualize a message.
