chatbots

Technology Trends Improving Customer Experience in 2020

Customer experience has become a necessity for business success. Every day, consumers have a greater ability to interact with businesses and brands, and the majority of them expect companies to understand their expectations from the start. Studies show that 73% of consumers say good experience with a company is instrumental in influencing their brand loyalty.

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I Spent 29 Years Adopting Channels for Customer Service – Here is What I Learned

I figured I’d try a little bit of click-baiting, see how it works…

Beyond the lame title, this is a good post.  Another one in the “I did an amazing webinar, and these are the questions I did not get to” series.

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Thoughts оn machine learning for customer service chatbots

I’m thinking out loud a bit about machine learning strategies for customer service chatbots. Bear with me. More question than answers, because some of the strategies I see, I just fail to understand. I get the impression that some try to find a machine learning solution to a problem that is hardly there.

Machine learning takes too long to find an answer

Let me start with putting out here that machine learning is not very effective when it comes to finding the right answer to a question.

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