But in the last 10 odd years we have seen the consumer technology and experience leapfrog enterprises by a mile and more.
Customer experience (CX)-the set of interactions between a customer and an organization throughout their business relationship– is no more an afterthought. It is now an increasingly strategic function within the business and forms the crux of effective digital transformation and customer experience initiatives. Continue reading
Business expansion, customer demands and productivity improvement requirements are proving to be the driving force for businesses to look at new and technology-enabled solutions to service support challenges. Chatbot Technology is now able to provide some relief from exponential IT service department growth while still providing a superior experience.
Chatbots are increasingly becoming the first line of support for Enterprise Service Support teams by helping reduce repetitiveness, data entry and triaging and fielding inquiries from employees, assigning tickets and solving problems. Before even a single support staff member is even engaged, chatbots can create and assign tickets, provide status updates, manage systems, schedule support calls, and escalate critical issues thereby enhancing the productivity of the workforce.
Artificial Intelligence is making headway in all spheres of businesses now. From process automation, customer support, productivity, marketing, predictive analytics etc. artificial intelligence has greatly impacted all facets of organizations worldwide. However, the greatest manifestation of artificial intelligence probably has been in the use of chatbots. What started as a trend for enhancing customer support is now being used to improve daily operations, connect with clients, increase sales and enhance the overall customer experience. Gartner estimates that by 2021, more than 50% of enterprises will spend more per annum on bots and chatbot creation than traditional mobile app development.Continue reading