We've all been there: whether it’s trying to locate a missing shipment, resolve an issue with an e-commerce order, or modify a booking. Our delight at finding an available live chat operator turns to despair when it’s clear that it’s a badly coded bot with
The rise of omnichannel customer service and 24/7 helpdesks means that today’s customers expect tailored and personalized communication from every brand they interact with — and they don’t expect to be kept waiting. This presents a challenge for growing businesses. As a startup, it might be easy to
Traditionally, as businesses attempted to reduce costs and expand the availability of their customer support — through automated voice menus, website chat, and self-service options such as FAQs and message boards, the response from customers was less than positive. Customers seeking support often had to spend significant time and effort before
Modern AI agents can take on and succeed in many of the CX roles that have traditionally required a human touch.