Henry Iversen
How to achieve customer service success with conversational AI in 2021
In a recent webinar outlining the 2021 megatrends driving customer service, Forrester VP and principal analyst, Kate Leggett, laid out the case for how the pandemic has drastically changed consumer expectations. And how capitalizing on these expectations with positive and dynamic customer experiences can...
Conversational AI in 2021: 3 top trends to look out for
2020 has seen an incredible shakeup in the conversational AI space, fueled by a global pandemic that has necessitated a shift in how vendors, businesses and consumers view the technology. That's not to say that business has been bad. Markets and Markets reports that...
Robots Won’t Take All Our Jobs After all – The rise of the AI...
We’ve all heard the trope that machines are taking our jobs. In reality, the digital age reduces the need for humans to do mundane, repetitive tasks; replacing many old roles with new challenges and new career opportunities. We see this played out through the...
How conversational AI can help the contact center handle unexpected spikes in traffic
During unexpected times of crisis, a sector that is often hard hit by dramatic increases in traffic is the customer service industry. Whether it’s the spread of an infectious virus or periods of unforeseen system downtime, chances are that regardless if it’s a hospital,...
Understanding the key differences between chatbots and virtual agents
The differences between a virtual agent and a chatbot are actually bigger than you might think. To help distinguish between the two technologies, it's helpful to draw a parallel with another popular technology—the smartphone. When it comes to understanding the difference between chatbots and...
Achieving a ‘techquilibrium’ with conversational AI – Gartner Symposium 2019 review
This week, I had the pleasure of attending my first Gartner Symposium in Barcelona. A huge industry event, hosting around 7,500 CIOs and IT executives from around the world, that explores the technology and trends that will shape the future of IT and business...
Supercharging the self-service customer experience with conversational AI
Thanks to technology, the barriers between customers and the brands they interact with have grown thinner than ever. So too, however, has their patience for poor customer service. They expect questions to be answered quickly, and their problems solved just as fast; what’s...
Customer service and conversational AI – when to use it and when to avoid...
When considering whether to automate a significant part of customer service with a robot, there’s only one thing that really matters: what is plan B? The complete customer experience should always be put first. No matter how robust the natural language understanding your new virtual...
Virtual agents – how to write great dialogue for conversational AI
Building great dialogue for your virtual agent requires finesse and a clear understanding of the needs of your customers. Interacting with conversational AI should be as easy and natural as talking with a human. However, achieving that almost human level of understanding is not...