Why build a bank assistant from scratch?
How does a bank deploy an assistant like Capital One’s ENO or Bank of America’s Erica without investing countless dollars and hours in the project?
From good to great: how Roche improved customer experience
When does a company in a ‘dinosaur’ industry like pharmaceuticals embrace change?
Conversational AI in Financial Services with Dave Schreffler & Peter Berbee
Dave Schreffler & Peter Berbee join us to discuss how Conversational AI is being used in Financial services.
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, […]
How to achieve better customer service during seasonal spikes
We’ve written about novel uses of personas, how AI improves a human’s work, and how holistic AI is the future of customer service. There’s countless ways those concepts can be applied to organisations. Let’s consider seasonal spikes.
Top 10 conversational AI trends for 2023
Vonage hosted the ‘What’s Next for Conversational AI’ panel during VUX @ VOICE22, a full day of VUX World programming at VOICE22 in Arlington, VA.
Why should you measure bots like humans?
You’ll get a variety of answers if you ask anyone with a call centre bot how they measure its success. They might measure containment rates (how many callers were serviced by the bot without any help from a human agent). They might also measure CSAT (customer satisfaction score) and NPS (net promoter score).
Building an effective digital assistant for banking with Bill Hawks, Citizens Bank
Bill hawks joins us to talk through just how important it is to have an effective digital assistant for banks and the role that it plays.
Holistic AI services: the future of CX?
We have best practices when implementing Conversational AI – find the repetitive tasks you do every day that don’t require analytical thought to solve, and then see if they can be solved with an automated system. We know it works. That’s great. We have a starting point! But what’s after that? If you tackle the […]
Automating insurance claims with conversational AI
What do you do when your kitchen sink springs a leak? If you’re covered by Homeserve’s insurance you’d call them up and ask for a fix pronto. They have a call centre to handle claims when home issues arise – plumbing, gas, electrics, drainage, and so on – and they have a team of engineers […]