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Should Auto Dealers Use Chatbots On Their Websites?

The growth of chatbots in the auto industry is undeniable. They have flooded the industry and are being used in multiple ways. Some of the uses are positive and others are negative. One of the negative, and most controversial, ways these chatbots are being used is occurring at the dealership level. Almost every dealer has […]

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Implementing Chatbots in Financial Services

Previously, I discussed chatbot technology in the financial services industry. This post outlines the benefits of implementing chatbots to enhance the customer experience. Many firms begin their foray into chatbot technology by replacing or augmenting internal service desks. Functions such as information security password resets, IT software installation requests, and HR inquiries are typically the […]

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Chatbot Technology in Financial Services

This blog series highlights the benefits of implementing chatbots in financial service to exceed customer expectations. This post explores chatbot technology in the financial services industry. Chatbots, often referred to as virtual assistants and interactive agents, are software applications that can interpret human speech and texts. They can execute transactions via an organization’s systems, providing […]

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3 Key Benefits of Integrating Azure Bots with Back-end Systems

In this previous blog post, we discussed 3 ways you can leverage the Microsoft Azure Bot Framework and Bot Service to provide employees within your organization an improved self-service experience. Today, we’ll discuss how these tools provide an integrated environment that seamlessly connects your existing knowledge bases and back-end platforms to your end users – […]

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3 Ways to Leverage Azure Self-Service Bots in Your Organization

Today’s workforce is highly mobile, technology savvy and resourceful. It is more critical than ever to provide employees with real-time assistance and support that offers a positive employee experience. To maintain productivity, employees need the ability to do things such as initiate IT tickets or register for HR benefits at their convenience.  They also want […]

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Top Reasons to Consider Self-Service Azure Bots

By now, if your organization has had conversations about digital transformation, chances are they have included discussions around artificial intelligence such as bots. If not, it may be time to jump start that dialogue. As virtual assistants that can help perform simple, repetitive tasks, such as making a reservation or addressing customer queries or issues, […]

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Six Trends Moving the Needle in Customer Care: AI, VCAs, Chatbots

Consumers are digitally savvy, well informed, and more demanding than ever. Not investing in resources that digitally transform customer care will become a competitive disadvantage. This series explores six technology trends for delivering smarter and more strategic customer care. Trend #4: AI, VCAs, Chatbots: The Future of Customer Care If you’re tasked with evolving your firm’s customer […]

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Six Trends Moving the Needle in Customer Care: Self-Service

Consumers are digitally savvy, well informed, and more demanding than ever. Not investing in resources that digitally transform customer care will become a competitive disadvantage. This series explores six technology trends for delivering smarter and more strategic customer care. Trend #3: Self-Service Increases Customer Engagement Interactive voice response (IVR) systems in the 1990s provided a cost-efficient way […]

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Top Technology Trends for Smarter, Strategic Customer Care

Whether its online, in-store, or multichannel, customer experience (CX) is a key differentiator for businesses. Extending beyond the front-end purchase experience, CX encompasses the total journey of a customer’s interactions with your brand. Customer care, how well customers are taken care of while they interact with your brand, is a giant piece of the customer […]

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How AI, IoT, and Smart Technologies Impact Digital Transformation

Digital innovation continues to disrupt industries at lightning speed. Today’s organizations are transforming their entire business – from strategy to operations, technology to culture – to better deliver value to their customers. In 2017, we compiled the top 10 trends leaders needed to know when it came to their digital transformation journey. In this 10-week […]

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AI Trends: What Happened to Chatbots?

I’ve been noticing a little trend about chatbots lately, so I wondered what’s going on with them?  Just a few years ago, chatbots were a bit of a rage.  With the hype around IBM Watson winning on Jeopardy, the potential seen in Siri and the introduction of Amazon’s Alexa, it seemed that chatbots were primed […]

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How Bots are Improving Consumer, Member, and Patient Interactions

The practical development and deployment of bots has accelerated in the last year within healthcare. bots are playing a role in the improvement of consumer-member-patient interactions with providers as well as health plans by enhancing customer service support, supporting wellness programs for patients with chronic conditions, and an array of other applications. Additionally, bots make […]

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