Cognitive Search Podcast

Chatbots have been the talk of the town for a while now. You no longer have to wait for an agent to answer the call or reply to a mail in order to get a solution to your problem. Thanks to the dramatic advancements in Machine Learning (ML) and Natural Language Processing (NLP) that has empowered software to answer your queries without involving a live agent. Today’s chatbots are smarter, responsive and omnipresent. Perhaps a reason why a report by Research and Markets states that by 2024,...

It takes a village to provide an unforgettable user experience that drives brand loyalty and gives your customers a reason to keep coming back. But how? Only a handful of brands have recognized that the key to stellar UX is infusing AI into the business. Investing in technologies based on AI & machine learning will help you have a leg up on the competition. They help you in leveraging neglected user data at different touchpoints for improving customer experience. And this is just the tip of...

Self-service is a win-win for businesses as well as for customers. Customers love to help themselves. According to Harvard Business Review, 81% of customers prefer self-solving their issues before reaching out to a support representative. And businesses save support cost when they enable their customers to self-serve. That makes driving customer self-service the holy grail of customer service leaders and case deflection is an important way to achieve and measure self-service success. One of...

KCS is about creating knowledge as a by-product of resolving problems. And that knowledge is then used by customers and support teams across self-service communities, support consoles, websites, etc. But when it comes to implementing KCS, only a fraction of organizations have experienced success. Why? To dig deeper, we invited Brian Corcoran, our Regional Sales Manager in the US and a KCS-certified practitioner. He has helped a variety of organizations increase their support capacity by...

“Customers remember the service a lot longer than they remember the price.” Lauren Freedman, President of the E-tailing Group It’s no secret that the impact customer service teams can have on user experience is enormous. Key metrics like CSAT or NPS are most directly affected by the quality of your support operations. That said, the lack of innovation in customer support has always been a problem. Agents can not be expected to surpass customer expectations using the same old tools and...

Contact centers have transformed from being cost centers to revenue centers. Customer support is no longer a reactive action of pacifying an irate customer and resolving their issue. It’s now about proactively supporting a customer, enabling them to self-serve, and converting them into brand advocates. The focus has shifted from support to experience and the role of support leaders has evolved from improving CSAT and reducing churn rate to delighting customers and growing them. Our guest...