Everyone’s talking about AI. Like ‘the cloud’ numerous years ago, if your product isn’t powered by AI forget it. If you believe everything you read you’d think AI is the answer to everything from driverless cars (which it is) to natural and engaging chatbots, intelligent assistants and IVR systems (which, unfortunately, it isn’t).
Planning any type of automated customer communication can be tricky, but in the voice channel...
I’ve often been asked why user testing is so important. It’s an activity that is embedded in our...
Conversational AI chatbots are a hot topic. Looking at our Twitter and LinkedIn feeds, the...
Personalisation has been a hot topic in IVR Customer experience (CX) circles over the last...
Too many IVRs are developed without giving due thought to the callers who use it. Here’s why it...