Articles

Tag: machine learning and cx

  • 5 Rules to Avoid Bot Backlash From Customers

    5 Rules to Avoid Bot Backlash From Customers

    Bot backlash is upon us. On Facebook, where companies once raced to implement time-saving bots, failure rates are reported  to have hit 70 percent.  Only three in 10 interactions go off without a hitch, according to recent reports.

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  • Put Machine Learning to Work on Your Ecommerce Taxonomies

    Put Machine Learning to Work on Your Ecommerce Taxonomies

    Machine learning has come a long way in the last couple of decades, but it hasn’t come far as people sometimes imagine. Rather than AI taking over processes completely, it is helping to increase the efficiency of human-led processes.

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  • Machine Learning Ushers in a New Era of Customer Experience

    Machine Learning Ushers in a New Era of Customer Experience

    Customer experience initiatives are getting stuck with quite a few weighty labels lately: next key battleground, primary competitive differentiator, table stakes. And momentum for this topic is not slowing anytime soon.

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  • How Machine Learning Improves CX (and Increases Revenue)

    How Machine Learning Improves CX (and Increases Revenue)

    As machine learning algorithms are increasingly embedded in today's analytics applications, this offspring of artificial intelligence is grabbing headlines.  In reality, however, the technology isn’t as new as you might think. Its roots in academia date back to the 1950s.

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  • When Machine Learning Benefits Employees and Customers Alike

    When Machine Learning Benefits Employees and Customers Alike

    Anyone who's opened a brokerage account, managed an issue with the tax collector or was admitted to a hospital knows the frustration of the waiting game. The level of complexity in regulated industries such as finance, healthcare and government requires human judgment to make even typical processes operate correctly.

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