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Telefonica Automated Technical Support Using Dynamic Process Guidance Software
About the Client O2 employs over 21,000 people in the UK and has over 480 retail stores. Its Gurus business is described internally as “the...
Banking on Great Conversations
The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into...
Four Strategies for Using Conversational AI to Optimize Customer Experience and Outcomes
When the pandemic disrupted every aspect of business and life, telecommunications became nearly as important as electricity to many consumers....
BNP Paribas Cardif Simplified Customer Acquisition With Proactive Customer Service
BNP Paribas is a international banking group. It is the world’s 8th largest bank by total assets, and currently operates with a presence...
When the Agent Experience Suffers, So Does Customer Experience
Today’s agents are more stressed out, frustrated, and likely to leave than ever before. Traditional tools don’t help. The only way...
The Future of Retail is Conversations
Retail may never be the same. Consumers who were previously averse to online shopping suddenly embraced it during the pandemic, and many don’t...
The Future of AI for Contact Centers
Today AI is embedded within every aspect of our lives. Most of the things we take for granted like asking Alexa to play our favorite music or...
Conversational AI and Automation Are Transforming Customer Service
Throughout the pandemic, one of the hardest hit areas of business has been the contact center. Starting with the sudden, wholesale shift from...
