How AI is transforming customer service interactions [Q&A]
If you’ve contacted a company recently it’s more than likely that you have encountered some form of AI either online or over the phone.
We spoke to Priya Vijayarajendran, CEO of ASAAP to find out how AI is transforming real-time customer service interactions in the contact center, and what it means for the evolving relationship between humans and machines.
Poor online experience leads to rise in 'digital rage'
A new report from performance analytics company Conviva highlights a rise in 'digital rage' as 91 percent of consumers report encountering frustrating digital service issues in the past year.
Businesses risk backlash, lost revenue, and damaged reputations if they fail to address these problems. Poor digital experiences have immediate and tangible impacts on revenue as 55 percent of consumers abandon their purchase, 50 percent switch to another company, and 39 percent cancel their subscription.
How the CrowdStrike outage can inform your customer service strategy
When a broken CrowdStrike update crashed Microsoft-run computers around the globe on July 19, affected leaders were faced with millions of blue screens, billions of dollars in losses and countless calls from unhappy customers. In addition to these tangible problems, leaders’ faith in the reliability of critical technological infrastructure was shaken. If a little bit of faulty code could result in a worldwide outage, was all this digital transformation worth it? Analog systems are rife with problems of their own. Still, those types of issues are typically from human error, not a catastrophic system failure. So is it time to accept digital defeat and course correct back to pen and paper basics? Quite the opposite.
The CrowdStrike incident affected almost every industry -- from airlines to banks to tiny tire stores attached to gas stations, business as usual was halted, and as a result, customer service requests skyrocketed across all affected sectors. But many organizations weren’t ready for an unexpected spike in customer service calls.