Deloitte | Cognitive Collaboration
Intelligent augmentation is “not building machines that think like humans, but designing machines that help humans think better.”
Science Direct | An experimental study of human–chatbot interaction
Understanding the users side could be critical for designing good chatbots and virtual agents.
IDG | Top IT spending priorities for 2020
Improving customer experience is a top priority for many CIOs budgeting for 2020.
CTO of [24]7.ai Shares Why Conversational AI Needs Conversation Design
Conversation design is critical to realizing the benefits of conversational commerce.
With Conversational AI, Focus on User Experience
Deloitte’s Managing Director of their global practice in Applied AI says “organizations can benefit from approaching conversational AI with human-centered design rather than process-centric checklists.”
Weekly Review: 07/18
Happy Friday! Here’s our picks for the best customer service, customer experience, bot and mobile articles of the week, in no particular order.
Weekly Review: 07/03
Happy Friday! Here’s our picks for the best customer service, customer experience, bot and mobile articles of the week, in no particular order.
Weekly Review: 06/19
Happy Friday! Here’s our picks for the best customer service, customer experience, bot and mobile articles of the week, in no particular order.
Why Digital Customer Service must Balance Automation & Human Connection
This guest post is written by Stephan Delbos, Editor & Content Manager at Brand Embassy. The hype surrounding Facebook’s chatbot announcement made it seem like some people were envisioning a Transformers-like takeover of customer service by bots. The introduction of chatbots into digital customer service is great because bots are fast and very efficient. But humans still […]
7 Reasons Why Texting Is Great for Customer Service [SLIDESHARE]
At OneReach, we’ve long been supporters of texting for customer service. There are a few key reasons why.