Tag Archives: virtual-assistant

Buzzwords, De-buzzed: 7 Other Ways to (Not) Say Chatbot

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Buzzwords, De-buzzed: 7 Other Ways to (Not) Say ChatbotChatbots have earned a number of pseudonyms over the last few years. Some are accurate representations of the technology; others are just downright wrong. I mean, you wouldn’t call your customer service agent by a different name other than the one they gave you, right?

It’s important to understand that not everything that comes under the umbrella of artificial intelligence is considered a “chatbot”. Let’s explore the most frequently used inferences of “chatbot” and dispel some of the confusion around the terms. You might have been calling “chatbots” by the wrong name all along (not that they’ll really mind).

Here are 7 terms that are often used as an alternative to “chatbot”, and what they actually infer: Continue reading →

10 Leading Customer Experience Trends for 2017 [Whitepaper]

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10 Leading Customer Experience Trends for 2017As consumers become more empowered, organizations need to think about what it truly means to be “customer centric”. The best brands are the ones that have complete control over the entire customer experience. These are the companies that understand the nuances of the marketplace and know how to tailor service accordingly.

Since customer expectations are changing just as rapidly as the advances in technology, enhancing the customer experience is an ongoing goal for most companies. Dimension Data found that over 82% of companies recognize the customer experience as a competitive differentiator, and 77.5% recognize it as the most important strategic performance measure. To stay competitive in the year ahead, it’s essential that you understand the most important trends.

Here are 10 leading customer experience trends for 2017. Continue reading →

The New Customer Service Lexicon, Part 2

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The New Customer Service Lexicon, Part 2This blog series explores terminology related to customer service that is either new, evolving or uncertain. In Part 1 we looked at “Canonical”, “Chat vs. Messaging”, “Bots vs. AI” and the troublesome word “digital”. This week, we have 3 new entries below.

It’s amazing how quickly this space is moving: new channels (e.g. chat & bots), changing consumer behavior (e.g. a preference for text, venting on Twitter) and new players (e.g. Facebook and Salesforce).

To navigate all these changes, the right language with crisp definitions can help. Sloppy language with squishy meaning (intentional or not) can hurt. Hopefully this series helps to steer you towards the former! Continue reading →