Voice-based Chatbots – a Revolution in Customer Relations

Chatbots are on the verge of an unprecedented disruption to customer relations. While phone is still the most important channel for customer service, voice-based chatbots represent the holy grail of customer service automation, enhancing customer experience to the latest digital standards and delivering a rapid return on investment. After transforming games such as chess, Jeopardy and […]

Big data and customer relationships: lots of data, not enough analysis

The vast array of channels that companies manage which involves interactions with customers generates an abundance of data. When you combine the less-structured data generated from digital channels, such as e-mail, chat, and social media with more traditional data related to sales or customer profiles, there is an enormous opportunity to enrich the customer experience.  […]