As artificial intelligence (AI) technology continues to advance, contact center leaders are able to deploy chatbots with increasingly human-like behavior to give customers more personalized support. But just because a chatbot is more human-like, that doesn’t necessarily mean it’s going to benefit your customers. I’m …
ITR/Chatbots
Chatbots – Reigniting the Spark in B2C Engagement
Chatbot technology has already made an everlasting digital footprint when it comes to customer engagement. With the advancement of technology, including artificial intelligence (AI) and natural language understanding, customers don’t always know if they are talking to a computer or a live agent. While voice …
How Much Can Chatbots Save Your Contact Center?
Over the past few years, contact center spending has increased significantly as savvy businesses transform their processes to meet the growing demand for high-quality customer support. But the important thing to remember is that improving customer service doesn’t happen simply by expanding your budget.
Instead, contact …
Why You Can’t Just Convert FAQs into a Customer Service Chatbot 1:1
As companies are exploring the use of customer service chatbots, one of the first candidates of content that come to mind to “botify” is the existing FAQs often represented on corresponding sections on a website. It is tempting to think that you could just take …
Watch How the City of Mesa Decided to Deploy an AI-Powered SMS Chatbot
Back in December, we announced the City of Mesa’s decision to deploy an AI-powered Aspect SMS chatbot to their residents for utility bill pay and more. The CIO of the 3rd-largest city in Arizona was cited in a piece by Government Computer News (GCN) with …
What Customer Experience Leaders Can Learn from Amazon’s Acquisition of Whole Foods
When I look at the month of June’s customer experience highlights, I keep going back to Amazon’s acquisition of Whole Foods. I stumbled across this article in Money “5 Ways Amazon Will Change Whole Foods, According to CEO John Mackey.” At first blush, you might …
Apple Business Chat – A Contact Center Perspective
A week ago, I wrote about how iOS is slowly turning into an operating system for your life, not your devices, by adding customer service and eCommerce functions into its core OS. In this piece, I’ll provide an overview of how Business Chat works.
With Business …
CXP 17: Leveraging Natural Language Understanding for Self-Service Chatbots
Last week’s CXP series post covered using CX Designer for self-service application creation and today we are going to continue the series by covering the additional capabilities that take our chatbot creation platform to a new level.
Interactive Text Response (ITR) is so much more than …
Infographic: Agents and Chatbots – Better Together!
Today we released our Aspect Agent Experience survey which took a deep dive into the relationship that customer service agents and chatbots have, or better yet, could have. Multiple research firms including Gartner and Juniper Research have predicted chatbots or A.I. will replace all live …
CXP 17: Using CX Designer for Omni-Channel Self-Service Application Creation
Application development is all about flexibility, so an Integrated Development Environment (IDE), a software application that provides comprehensive facilities to computer programmers for software development, needs to be many things to many people:
It needs to provide guidance to new users so they don’t get lost …