In this digital era, where customer expectations constantly evolve, businesses are under unremitting pressure to deliver exceptional support experiences. Here, technologies like GPT and agentic AI come into play, taking customer support to a new level. GPT(Generative Pre-trained Transformers) models have gained traction for their capability to generate human-like texts.…
The Challenge of Modern Customer Support In today's fast-paced digital world, customers demand quick, accurate, and personalized support. When they encounter a problem, they need help now. But traditional support systems often fall short, leading to frustrating experiences like this: A software engineer encounters a critical bug in your project…
Imagine a conversation with a chatbot as real as talking to a human agent. Wouldn’t that be amazing? To make this dream a reality, large language models act as a game changer for conversational AI. Earlier Traditional chatbots trained on predefined responses could handle basic customer queries but struggled to…
The modern contact center is evolving rapidly, shaped by advancements in Agentic AI and increasing customer expectations for seamless experiences. To stay competitive, businesses must adopt forward-thinking strategies and leverage cutting-edge technologies. In this blog, we’ll explore five trends that are shaping the future of contact centers. Trend 1: Speech…
"AI agents are not just tools; they are collaborative partners that augment human capability, enabling us to do more with less." ~ Satya Nadella (CEO, Microsoft) How would you feel if the routine workplace tasks practically managed themselves, communication flowed seamlessly, project coordination happened at lightning speed, and human creativity…
“Knowledge has to be improved, challenged, and increased constantly, or it vanishes.” ~ Peter Drucker Knowledge is a treasured resource in the quick-moving enterprise landscape. Yet, 74% of enterprises fail to leverage their knowledge base correctly. Poor knowledge not only blocks productivity but also costs enterprises millions annually in operational…
Imagine a customer raised a support ticket after failing to solve their query. The support agent wants to solve the issue quickly but struggles to find relevant and accurate information across scattered knowledge. This results in higher resolution time, customer frustration, and poor satisfaction. Can your businesses afford to lose…
Meta’s release of Llama 3.3 on December 6, 2024, has garnered significant attention, especially within the customer support industry. This updated version of Llama brings performance improvements, enhanced efficiency, and multilingual support, promising to transform the way businesses engage with customers. As more companies seek cost-effective solutions to elevate their…
The best knowledge workers are working for more than just money. ~ Marshall Goldsmith The modern-day whirlwind of the support industry pushes customer support agents to be limitless. To stay ahead, enterprises must empower their agents to become proactive knowledge workers - contributing a dynamic knowledge-sharing culture, building and refining…
Knowledge management is the cornerstone of every enterprise across various industries. 85% of organizations acknowledge that knowledge is crucial to their success, making KM tools important in maintaining a competitive advantage. However, the question is - Is knowledge management limited to customer support teams only? That’s definitely not true. The…
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