Sorin Alupoaie

A gentle introduction to Statistics on CX data

With the advent of data-related technologies in the last decade, it has become common practice now for companies to use insights from data at the core of their decision making processes. Most businesses, and the organizations within, are data-driven now, at least to some...

GPT-3 and the (unhyped) future of AI in Customer Service

The act of having a natural conversation with a machine was depicted in numerous science-fiction books and movies, but it wasn’t until three months ago that it became (close to) a reality. Back in June this year, OpenAI released beta access to its latest...

How to optimize agents experience using design thinking

Customer service teams are facing increasing pressure to do more with less, respond to more customer inquiries with less people while maintaining or improving customer satisfaction. Under-deliver in any of these points and you end up with rising costs or poor customer experience. The...

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