Anyone who works in the customer service arena has witnessed an explosion in the hype surrounding artificial intelligence (AI) and natural language processing (NLP). Why is this the case? Popular AI tools like chatbots use NLP (or, the ability to understand human language) to interact with customers on a more sophisticated level than the IVRs of old. There is no doubt that these technologies will play an important role within the industry in the years and decades ahead. However, as the hype grows, and the bandwagon gets bigger, it’s easy to become confused.
Last week, Fonolo hosted an insightful live discussion on the future of BPOs. The expert panel discussed whether reshoring is a permanent trend, the impact of AI on BPOs, and so much more. To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
Last week, Fonolo hosted an insightful live discussion on the three main forms of text-based communication battling for the future of customer service: Messaging, chat, and text. The expert panel discussed the impact of messages on customer service, the importance of chat, the implications of engaging through text, and so much more! To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
Consumers 
Last week, Fonolo hosted an insightful live discussion on how to handle customer service in a crisis. This expert panel discussed what brands can do to ensure that customer service is not compromised during times of stress in the contact center. They touched on social media for crisis management, reducing customer frustration, and so much more! To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
![[Video] 3 Takeaways from Our Google Hangout on Conversational Commerce](https://fonolo.com/wp-content/uploads/2017/07/Video-3-Takeaways-from-Our-Google-Hangout-on-Conversational-Commerce.jpg "[Video] 3 Takeaways from Our Google Hangout on Conversational Commerce")
Last week, Fonolo hosted a very insightful and engaging Google Hangout discussing the future of chat-for-commerce and if Apple is a legitimate threat. This expert panel discussed how messaging platforms are shaping the way we interact, and how businesses and consumers can embrace this new wave of communications. To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
Messaging platforms are fast becoming the most desired method of communication among consumers and businesses thanks to rising comfort levels with virtual assistants and chatbots. In the last year alone, the amount of time spent on mobile messaging apps (Facebook Messenger, WhatsApp) grew by a whopping 
![[Video] 3 Takeaways from Our Google Hangout on Customer Service Culture](https://fonolo.com/wp-content/uploads/2017/06/3-Takeaways-from-Our-Google-Hangout-on-Customer-Service-Culture.jpg "[Video] 3 Takeaways from Our Google Hangout on Customer Service Culture")
Last week, Fonolo hosted a very insightful and engaging Google Hangout discussing the secrets behind a successful customer service culture. This fabulous panel of experts discussed how call centers can create a culture of collaboration. To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.![Demystifying AI and NLP [Slideshare]](https://fonolo.com/wp-content/uploads/2019/03/Demystifying-AI-and-NLP-Live-Discussion-200x200.jpg)
