Topic: call centre

How Essent saved €1.8 million by listening to their call centre agents

Most AI success stories sound too good to be true. This one’s different because it started with something we’ve all experienced: being put on hold while someone searches for an answer they should already know. Essent is the Netherlands’ biggest energy provider, and like most large companies, it had customer service agents drowning in calls […]

The killer combo: How your AI assistant can save costs AND generate revenue

There are a lot of digital assistants designed for customer support. That has value. If you’re taking tasks off your live agent’s plate, then you’re helping them focus on more complex tasks. However, that’s not all AI assistants can do. Can’t they also generate revenue? Can’t they turn unhappy customers into smiling ones? Dawn Harpster, […]

AI at Marks and Spencer: 2 current use cases

How do you take a quintessential British brand, steeped in tradition and history, with a legion of customers (quite a few who are in the older demographic) and transform it for the digital age? Here’s how M&S did it.

Landry’s find the perfect use case for a voice assistant

Landry’s Inc. is a US-based corporation that has 72 restaurant brands and 600 restaurants, hotels, casinos and entertainment destinations across the US, turning over $3 billion in annual revenue. The pandemic forced a shutdown of all their venues. When Landrys reopened, they faced a dilemma. They couldn’t recruit more call centre staff to handle customer […]