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Remember Facebook's automated personal assistant, M, that was released in a bid to compete with Alexa and Siri? After a series of embarrassing mishaps due to poorly trained algorithms, Facebook abruptly pulled the plug. They weren't alone; chatbots are infamous for putting their metaphorical feet in their mouths. While these debacles are tough to watch, the underlying problem is not artificial intelligence (AI) itself. AI succeeds when underpinned with sound strategy and well-trained models.


Council Post: Five Real Ways Artificial Intelligence Is Upleveling Customer Service

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Remember Facebook's automated personal assistant, M, that was released in a bid to compete with Alexa and Siri? After a series of embarrassing mishaps due to poorly trained algorithms, Facebook abruptly pulled the plug. They weren't alone; chatbots are infamous for putting their metaphorical feet in their mouths. While these debacles are tough to watch, the underlying problem is not artificial intelligence (AI) itself. AI succeeds when underpinned with sound strategy and well-trained models.


How Will AI-Powered Customer Service Help Customer Support Agents? -- Part 2

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In the previous article, we went over the basics of the impact that AI can have when introduced within the customer service industry along with some use cases. In this article, we take a look at the implementation and execution aspect of it as well as the benefits it entails for customer support agents along with support center management. Stinting on cost is the first priority for businesses as on today. When it comes to call center practices, it takes a good deal of money and time in hiring and training staff for customer service, as well as in erecting the whole brick-and-mortar infrastructure, even more if it isn't cloud-based. Just 10 support individuals can cost you as much as $35000, or even more if recruits frequently quit (attrition being quite high in the call center industry) -- which is a nightmare.


Can Artificial Intelligence Improve Your Customer Service?

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Excelling customer service has never been more important for businesses. Today, businesses are adopting AI-powered digital solutions to improve customer support operations and outdo their competition. Let's have a look at how artificial intelligence can help your business ace customer support. With advanced systems powered by automated solutions, customers can now reserve a table at a restaurant, order a pizza, book a movie ticket, hotel room, and even make a clinic appointment. The customer service industry is gaining much momentum especially due to automation powered by artificial intelligence.


How AI can reduce agent turnover at support centers

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The turnover rate for call center support agents is high. According to the 2016 U.S. Contact Center Decision Makers' Guide, the average term for a customer service representative is 3.3 years. Additionally, 60 percent of the turnover rate is from agents quitting. The highest turnover rate across all industries studied was found in outsourcers, aka third-party providers. No customer support job is easy, and call center agents are especially prone to emotional and physical burnout.