Chatbots will become the primary customer support channel for roughly a quarter of organizations by 2027. Let's step into the world of chatbots, where decades of evolution have paved the way for a groundbreaking revolution. It all began with ELIZA, the very first chatbot, born in 1966, that left users…
This post is a companion piece to a webinar I hosted with Carrie Melissa Jones, “Building Intelligent Communities: Applying the Principles of Intelligent Swarming to Scale Your Community Work.” In it, I’ll share ideas about measuring how intelligently your community is operating. As with the webinar, my thoughts here will…
Did you know that the Global Generative AI Market Size reached $7.9 billion in 2021 and is projected to grow significantly to $110.8 billion by 2030? In today's fast-paced world, self-service has become a cornerstone of customer experiences across industries. From online shopping to customer support, empowering users to find…
Knowledge is a journey, not a destination. This is why modern support organizations are capitalizing on Knowledge-centered Service(KCS). It’s a ceaseless process of capturing, creating, and using knowledge to resolve customers’ issues effortlessly. When implemented well, it drives copious benefits, including agent satisfaction, continuous KB improvement, and consistent CX. But…
Chatbots are not new. They have been a source of considerable frustration for customers and companies alike. Instead of assisting a customer efficiently, they often add frustration to the customer experience. But that is about to change as chatbots are set to get a lot smarter. The notion of resolution…
Did you know that nearly 100% of companies will use AI by 2025? Enterprises deal with a massive amount of data. Every day, an unfathomable amount of information is generated, collected, and stored, fueling the digital landscape with unprecedented potential. But as organizations strive to navigate this vast sea of…
It's obvious that support needs resources. What is not so obvious is how to get them. It is the support leader's primary job to get resources for their organization. Some are good at this, but many are not. In today's world of support, this is a critical skill. We can…
Research suggests that there are over 2,200 attacks each day which breaks down to nearly 1 cyberattack every 39 seconds. This puts businesses in a vulnerable spot. One loose end and things could go south even before you know it. When it comes to enterprise search, where the underlying principle…
Customer support leaders and team members know how important collaboration and productivity are in achieving excellent customer service. Without these two, teams crumble into workplace failures, and for customer support teams, this usually means poor service delivery. A survey of 1400 executives, employees, and other educators showed that 86% of…
Welcome to the world of Large Language Models (LLMs), where the possibilities are endless and the benefits are undeniable. Large language models (LLMs) have taken the tech world by storm. After all, they are revolutionizing the way we communicate, learn, process, and retrieve information. However, as the tech world continues…
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