The State of AI in Customer Service: Real Progress, Real Gaps, and the Road Ahead
AI in Customer Service seems to be all anyone can talk about. But when it comes to talking about what’s not working, most organizations have been suspiciously quiet. The reason behind that silence was revealed a few weeks ago when a report from MIT unearthed a stark truth: despite billions in investment, 95% of enterprise AI pilots are failing to
Klarna Chatbot Strategy Shift: Why Companies Are Rebalancing Human and AI Customer Service
Almost a year after our team put Klarna’s AI customer service chatbot through its paces, the fintech giant has made a significant strategy adjustment. After initially championing AI chatbots to handle the majority of their customer service volume, Klarna is now reemphasizing the importance of human agent interactions with their customers.
How Do You Make Decisions?
The average person makes 35,000 decisions per day. From the moment we wake up, we’re faced with endless decisions – big and small – that require our immediate attention.
Loris.ai Raises $12 Million in Series A Funding from Bow Capital, ServiceNow, and More
I’m thrilled to share that we’ve raised $12 million in Series A funding led by Bow Capital, with participation from ServiceNow Ventures, along with our existing investors…
The Power of Positive Language in Customer Service
Customer service interactions are about so much more than resolving complaints quickly. It’s also about saying the right thing at the right time.
86% of good customer service turns one-time clients into long-term
The Ideal Customer Service Ecosystem? Humans, Self Service, and Automation
A colleague recently told me about a frustrating customer service experience she had with Airbnb. My colleague had rented what she believed
So you think CSAT tells the whole story?
Think again.
Are your customers happy with their experiences to the point where they’ll choose you over your competitors? Customer satisfaction metrics like CSA
Is the Future of
Cryptocurrency a Customer Service Nightmare?
To say that cryptocurrency has entered the mainstream should not be a shocking statement to anyone. Over the past nine months, Bitcoin, Ethereum
The Overkill of “Self Service” in Fintech
The old adage of “the customer is always right” may not always hold true, but what does is the absolute need for customer empathy. The ability to listen
2020 Forever Changed the way Brands and their Customers Communicate…
Are Brands Ready?
Digital transformation is real. The relationship between companies and customers has changed more over the last year than arguably the 100 years