The evolution of customer self-service
The way we shop, chat with our friends, read books, watch films, order food and hail a cab has completely changed over the last ten years. The modern consumer is now comfortable interacting with a company using multiple digital devices and …
Most of us know about Amazon’s acquisition of Ring.com back in February of this year, the second largest acquisition ever made by Amazon, exceeded only by their acquisition of Whole Foods. It’s been a wild ride since Ring’s rejection on Shark Tank back in 2013 …
We’re thrilled to announce that earlier this week, customer Lidl UK won the esteemed prize of Best Consumer Chatbot at the CogX 2018 Awards. The awards, which celebrate the year’s most innovative and influential contributors to artificial intelligence (AI) awarded Margot the winebot as the …
Last week, Google held its annual developer conference, announcing a host of new software plans. With almost every aspect including artificial intelligence (AI), the search company proved its commitment to becoming the world’s biggest AI company, but according to the Financial Times, it also offered …
How can a vendor say they’re expert in so many different verticals? Well, saying it is the easy part. How do we show that Aspect has spent countless hours learning an industry by working with customers who are in it day-to-day? By creating a showcase …
When talking to IVR applications, the caller experience very much depends on the quality of automated speech recognition (ASR). Nothing is more off-putting than listening repeatedly to prompts like “Sorry, I didn’t get that,” which is why it’s so important to tune the speech recognition …
The telephone has been a staple element of contact centres since their existence began and remains a key communication channel for almost all organisations. But are we now seeing this channel die out in favour of perhaps easier, digital channels?
We recently conducted some research (the …
Just a month and a half ago, Aspect president Chris Koziol made an unconventional proclamation to the Aspect Customer Experience event in Las Vegas: The contact center has got its mojo back. You may ask yourself, “what is mojo anyway and does my contact center …
We prefer to solve our own customer service issues. In fact, Aspect’s 2017 Customer Experience Index contact with customer service via talking to a live agent has declined 10% in the past 2 years. Most of the time, we’ll start on the company’s website to accomplish our …
Last week, a popular grocery store in the southeastern United States made national news over a cake order. A proud mother used the online ordering system to request a custom cake. The cake was supposed to read: “Congrats Jacob! Summa Cum Laude class of 2018.” …
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