Deloitte | Cognitive Collaboration
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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
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Understanding the users side could be critical for designing good chatbots and virtual agents.
IDG | Top IT spending priorities for 2020
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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
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Conversation design is critical to realizing the benefits of conversational commerce.
With Conversational AI, Focus on User Experience
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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
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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
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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
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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
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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]
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At OneReach, we’ve long been supporters of texting for customer service. There are a few key reasons why.