Some great news from the UK Cloud Awards – we were named the winner in the Security Solution of the Year category for Aspect Verify! This award is a fantastic endorsement of the innovative nature and consistently excellent performance of Verify, and is recognition of …
Innovations/Technology
Posts that discuss new technology trends impacting the next generation of customer contact.
NEW
Workforce AI: The Driverless Contact Center
Are there any two words that strike more hopeful excitement and visceral fear into the hearts of men and women than “Artificial Intelligence”? We revel in the prospect of robots and software that can shoulder difficult tasks for organizations and human beings as individuals, while …
We’re in the running for three cloud awards!
We’re in a celebratory mood over at Aspect Europe HQ, as the hard work from our dedicated teams over the last few months has been recognised by being shortlisted for not one, not two, but three UK Cloud Awards!
This year’s ceremony is reported to be …
The New World of Customer Service
Earlier this week, Digiday published an article about Overstock’s customer service, specifically that Overstock’s customer service texts have a 98% open rate. When I first saw the headline, my initial thought was “Wow, that’s impressive.” A near 100% open rate seemed so extreme, especially when …
What Is Knowledge Engineering and Why Do I Need It for Chatbot Development?
By now, most organizations are realizing that chatbots are something that will be used by customers and employees to interact with the enterprise – whether through voice interfaces including bots like Siri and Alexa or through chat mechanisms like Facebook messenger, slack or skype. But …
Are You Ready for the Gig Economy
A generation or two ago, it was not unusual for workers to spend their entire careers at just two or three employers. Not anymore. “Secure employment” has become an oxymoron. Economists are now talking about the “Gig Economy” where workers become Independent contractors that sell …
Machine Learning or Linguistic Rules: Two Approaches to Building a Chatbot
“It gets better over time” may be the leading slogan for artificial intelligence (AI) these days. It’s also the technology’s biggest excuse. Is “better later” acceptable in today’s marketplace? How long should we wait for AI to become great?
For a company that is trying to …
How We Built Ivy
Back in mid-2016 as we were looking into the various platforms we could integrate with our Aspect CXP™ solution, which lets enterprises build and run AI-powered customer and employee self-service dialog applications, the one platform that really caught our eye was Facebook Messenger. Customers were …
Drum Roll Please….Our Second GEM Award Winner
Last Friday we introduced the GEM Awards as well as our very first winner. And today, we want to introduce our second winner!
Our next winner comes from an airline that has continuously been rated the best for customer experience, something our winner (and all employees) …
Aspect joins forces with CallMiner for Engagement Analytics Lunch on Thursday 19th April
As part of our ongoing collaboration with CallMiner, we’re eagerly anticipating the Engagement Analytics Lunch we’ll be holding at the new Aspect offices on 19th April!
When it comes to customer engagement, modern businesses face a real need for speed and efficiency. Customers have come to …