The 2018 American Consumer Satisfaction Index (ACSI) Telecommunications Report showed levels of customer satisfaction in the M&E sector are falling even as the quality of content being broadcast is hitting an all-time high.
Consumers are growing increasingly disappointed with the post-purchase customer service they receive from online retailers during the holiday season. So how are you ensuring this year’s Cyber Monday is a day your customers remember for the right reasons?
When Apple adds a feature to its current product lineup, it means it’s ready for mainstream adoption. From September 17, the HomePod, Apple’s music-focused entry into the burgeoning smart speaker market, will get a new set of features.
In Austin, Texas, with the notable exception of Elon Musk, founder of SpaceX and Tes, everyone from Mercedes and Trip Advisor to O’Reilly Media and the brains behind Apple’s Siri shared their optimism and excitement about artificial intelligence (AI) and its potential business capabilities.
Smart speaker devices with voice-activated assistants may be a new product category. But after less than two years on the market, Amazon’s Alexa and Google’s Assistant are already being integrated into other companies’ products. For example, Alexa is in new Ford car dashboards and Google Assistant is the artificially intelligent brain behind Aura – a range of smart devices to be marketed by Telefonica, one of the world’s largest network operators.
“Voice is happening, now.” That’s all Hub Institute CEO Vincent Ducrey needed to say to initiate a Hub Talk dedicated to understanding the revolutionary impact that voice technology is about to have on customer experience in the coming months. According to Sitel Group co-founder and CMO, Arnaud de Lacoste, voice is already part of the toolkit Sitel offers to brands that genuinely want to optimize their customer experience. Indeed, voice is such a powerful potential interface that it will help consumers loosen their grip on their smartphones.
The R&D team at Innso, Sitel Group’s software venture, has developed the Bot Trainer: a platform module used to train chatbots to better understand customer queries. As customer journeys follow an increasingly less linear pattern, the back and forth between man and bot will become permanent.
After breakthroughs in computer processing and data collection, artificial intelligence (AI) has really begun to demonstrate its potential for image analysis…