In this article, we’re looking at agent assist approaches for customer care centres. Agent assist has become increasingly popular as a method to improve agent performance while maintaining or even improving customer service. The popularity has increased as systems have become more flexible and open with data APIs, and the accuracy of AI systems has …
Five Agent Assist applications for contact centres Read More »
Text classification techniques can be used by contact centres to enhance reporting, improve auto responses, and reduce agent handling times. In this post we look at how text classification works and what the best use of text classification techniques is in the customer contact centre.
Customer contact deflection with chatbots; it’s the quintessential example of AI for a contact centre. The instant a customer first touches your contact centre presents an opportunity for engagement with an AI system. Most often, the aim is to deflect the customer through self-service of the inbound query. Deflection is most often facilitated by interactive …
Contact Deflection, Chatbots, and Customer Assistance Read More »
Customer sentiment analysis involves discovering customer attitudes towards products and brands. We are going to perform sentiment analysis on comments from tickets in Zendesk using Python, Zenpy, and TextBlob.
The Department of Foreign Affairs chooses EdgeTier to provide digital customer-care using EdgeTier’s next-generation live-chat technology.
In this blog post we will look specifically at retail and how the UK retail industry compares with both its competition and the overall industry average. We will also outline industry benchmarks and suggestions on what it takes to provide best-in-class customer support.
Last week marked EdgeTier’s first time attending the CCMA awards and I was lucky enough to be in attendance with our partners CarTrawler. The awards evening is a night of celebration for all things contact centre, and a number of things struck me as the awards were being handed out and as the party continued …
Humans versus technology. High quality conversations or faster response times? This is the dilemma that the vast majority of companies find themselves faced with in 2019. It is true to say that humans are incredibly effective and much more efficient when performing tasks that require critical thinking and empathy. Likewise, computers boast incredible power with …
Is a Lack of Personalisation Driving Down Customer Experience Scores? Read More »
Bart, CTO at EdgeTier, gave an interview with Eline Chivot from the Center for Data Innovation recently, discussing how artificial intelligence can enhance human-centric customer service through better personalisation, faster responses, and greater accuracy.
