ChatGPT has already entered the product manager’s toolkit to design and implement unique user experiences. Its impact is profound – where it has also changed the job description…
With the new-age digital-first business culture, virtual call centers and call center automation are two of the robust customer service solutions for the new age. A virtual call…
In a recently leaked internal memo, Toby Lutke, the CEO of Shopify called “Reflexive AI usage” a baseline expectation at work in his company. In other words, if…
Enterprises like Doordash receive over 40,000+ customer support calls per day. This volume is an operational challenge. Most businesses mitigate this by offshoring calls to a third-party contact…
Till now, if you called a business to connect with their customer service, the standard response was, “Press 1 for…” And after you spent three minutes trying to…
The average call center handles around 4400 calls/month. Usually, these calls last around 3 minutes and 35 seconds. As a Customer Service Director, you’re expected to understand and…
Most customers dread the classical IVR message saying, “Please hold while we connect you to an agent.” 60% of US customers consider long hold and wait times the…
Chatbots are one of the big technologies pushing customer service forwards. It’s easy to see why. They promise an even playing field for brands, where everyone can offer…
Introduction A 2016 study by Inc. showed that 51% of consumers expect businesses to provide 24/7 support and service. However, while businesses want to offer customers round-the-clock support,…
You’ve been there, waiting for a support response, repeating your issue, hoping someone figures it out soon. Traditionally, businesses relied on reactive customer service, which is waiting for…
How do you reply to a comment like, “I just started learning guitar.” There are a lot of paths an AI model can take to get a reply.…