Remember the old days when a day or two before your scheduled doctor’s appointment you’d receive a phone call from a person confirming your appointment? The reminder calls still happen, but more frequently than not, the calls are automated. It’s no secret that I don’t …
ITR/Chatbots
Shoppers see the benefits of self-service, but human interaction remains essential
Technology is becoming ever more prevalent in our daily shopping experiences, from in-store computer screens, to chatbots in the online channel. Despite the convenience of these methods however, there remains a strong desire amongst consumers to retain a distinct human element in the customer experience.
This …
AI will shape the future of digital banking
With the commoditization of banking services, the biggest differentiator for banks today is customer experience. Customers are far more likely to choose a bank based on factors such as the ease of navigation or quality of issue resolution; rather than on the actual offerings.
This creates a challenge …
Why All Businesses Should Invest in Chatbots
The customer service landscape is more dynamic now than ever. New technologies have emerged due to customer demand and digital disruption such as chatbots and artificial intelligence (AI). It is time for businesses to rethink their customer engagement strategy and how to best leverage these …
Customer Lidl UK wins Best Consumer Chatbot at the 2018 CogX awards!
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 …
How far can AI go in customer service?
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 …
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 …
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 …
Chatbots > Robots? Spoiler: Yes
I recently read a news story about Fabio. No, not the Fabio famous for steamy romance novel covers and more recently hustling imitation butter. This Fabio is a robot who was recently fired from a grocery store for failing to assist customers.
Fabio was unable to …
Can Sophia Answer the Question: What Do We Want Out of AI?
Over the last several months I’ve continuously seen ‘Sophia’, in the news. Whether she is trolling Chrissy Teigen, taking her first steps at CES, or discussing her future in Korea, Sophia is sure to be nearby whenever I’m scrolling through the news. For those of …