Beyond chatbots: How conversational AI makes customer service smarter Investing in conversational intelligence can transform your business by effectively managing customer interactions and operations. For contact centres, leveraging conversational intelligence software can provide the insights needed to thrive in today’s digital era. The study surveyed more than 500 global customer support leaders on the changes […]

Generative AI in innovation and marketing processes: A roadmap of research opportunities Journal of the Academy of Marketing Science Recent advancements in generative artificial intelligence (AI) have profoundly impacted the creative industries, ushering in an era of AI-generated content in literature, visual arts, and music. Trained on vast datasets of human-generated material, generative AI models […]

10 Ways to Deliver Consistently Great Customer Service Demonstrate active listening skills; when you’re on the phone or live chat, use phrases like “It sounds like … ” and “Do you mean … ? ” or “Let me make sure I’ve got this right.” Make sure you repeat the problem back to them in your […]