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Cloud, IoT, and AI driving Post-Sales Services What Technologies Work for Field Service

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Manufacturers increasingly recognize that a focus on post-sales services can drive significant revenue. From tightening processes in entitlement management to building new long-tail service solutions, aftermarket service for manufacturers is growing in importance. Key to this transformation is technology to power service operations, processes, and people. With the advances in cloud-based service solutions, manufacturers finally have viable, robust options for their complex environments. Manufacturers face dual challenges in delivering support, as they must manage both inbound contact centers and mobile, onsite field teams.


How AI Is Powering the Next Generation of Support Agents

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Over the years, the role of the customer support agent has evolved from simply handling customer inquiries to building customer relationships and growing the business. According to the Salesforce State of Service Report, 71 percent of agents see their role as more strategic than two years ago. This means not only are agents spending more time solving complex issues, but they're also expected to upsell, cross-sell, and provide voice of the customer input into product development. The problem is, they're being asked to take on these changing responsibilities using the same old processes and tools. "As agents become more strategic, they have the potential to add more business value, especially in the area of customer experience," said Alok Ramsisaria, CEO of Grazitti Interactive, SearchUnify's parent company based in Sunnyvale, CA. "Having successfully completed hundreds of service implementations for enterprises all over the world, I can confidently say that the key to empowering agents is to arm them with contextual knowledge about the problem they're solving. And do it in a way that's scalable and delivers consistent results. Unfortunately, support teams are being hampered by manual processes and technology silos that keep them from servicing customers in the most efficient, effective way."


Partnering with C3.ai and Adobe to re-invent CRM with AI - Microsoft Dynamics 365 Blog

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As organizations worldwide continue to respond and react to a new business climate, we have seen more clearly than ever that the traditional approach to business applications is no longer sufficient. Organizations need a new class of business applications that provides the agility to see and respond to emerging trends, new opportunities, and potential risks so that ultimately, they can delight their customers and deliver the business outcomes that truly matter. That's why today we are excited to announce, together with C3.ai and Adobe, the launch of C3 AI CRM powered by Microsoft Dynamics 365. C3 AI CRM leverages Dynamics 365 as the foundation for end-to-end, intelligent customer engagement, with Adobe Experience Cloud providing real-time customer profile and customer journey management, together with C3.ai's industry-specific enterprise AI capabilities. With C3 AI CRM, organizations can unlock the power of AI-driven customer relationship management in a solution purpose-built for specific industries, leveraging data from any source to produce predictive business insights.


Reimagine Contact Centers with AI and Cloud

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Contact centers have experienced overwhelming strain since the onset of the pandemic and for many organizations this chaotic trajectory has continued. In the travel industry, for example, airlines are currently facing record-breaking call volumes and their service agents are struggling to deal with a surge of inquiries. Delta reports call wait times of two to three hours and other major U.S. airlines have call wait times as long as 8 hours and 30 minutes. Extending superior customer experiences in these types of circumstances is challenging, if not impossible, and customer service agents are equally affected. The average customer service agent remains in their job for approximately one year, according to the U.S. Bureau of Labor Statistics.


157 Artificial Intelligence Platforms to Help You Grow Your Business 60 Second Marketer @AskJamieTurner

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The odds are pretty good that you're using Artificial Intelligence (AI) and Machine Learning (ML) more often than you realize. After all, every time you do a Google search (like the one that probably brought you here), you're using software that has Artificial Intelligence ingrained in its DNA.