Rebecca Jones
How Intelligent Virtual Agents Help Airlines Mitigate Contact Center Turbulence
The pandemic, staffing shortages and increased fuel prices have contributed to a phenomenon coined “flightmare.” This occurrence is defined by major disruptions across global airlines of canceled and delayed flights. Naturally, this shift has led to more travelers reaching out to airlines seeking assistance...
Voice-of-the-customer CX Can’t Exist Without Conversational Design
Experts estimate that in 2022, more than 70% of customer interactions will rely on emerging technologies such as machine learning and AI-enabled chatbots, automated email and virtual agents. A few years ago, that number was only 15%. Why the substantial leap in interest? Mainly...