The rapid pace of technological advancement has had a profound impact on businesses across industries. In particular, cutting-edge technologies like Large Language Models (LLMs) are revolutionizing the way companies interact with and support their customers. With 80% of businesses currently leveraging a variety of NLP applications to improve customer service,…
76% of enterprises are now prioritizing AI and ML over other initiatives in their IT budgets. However, the diffusion of Artificial Intelligence (AI) does not necessarily translate into adopting it. Imagine this: A company named ABC Corp. manufactures steel tubings that require working with potentially dangerous equipment. To increase the…
Did you know that 92% of customers say they would use a knowledge base for self-service if it was available? It is often alleged that a business’s ability to perform well in the information age relies on how well it uses knowledge. This is why many leading firms have started…
Everyone is talking about large language models (LLMs), and rightfully so. Their adaptability and scalability are creating ripples across businesses and functions with customer support being no exception. As a support leader, it is paramount that you systematically evaluate all opportunities and any potential challenges that might come along before…
2023 is projected to be the year of prompt and speedy customer service. In fact, a recent analysis of 107 million service interactions suggests that speed is the most important factor to improve customer satisfaction. But to deliver a seamless and speedy resolution, it is pivotal to reduce customer &…
Is your brand community thriving? Or are you struggling to spark the kind of engagement you hope for? It’s common for organizations to launch brand communities with a bang—only to face stunted growth shortly after. So how do you ensure your brand community doesn’t fizzle right out of the gate?…
Online learning programs play a significant role in improving a customer’s perception of your brand while boosting customer loyalty. However, Learning Management Systems (LMS) have been around for a while and have their own drawbacks. To overcome that, forward-thinking brands have started turning to headless LMS that overshadows its traditional…
2022 had a lot to offer when it comes to customer support. We saw a gigantic upheaval as we got introduced to a new world of possibilities. But, the primary focus has always been on providing stellar customer experiences (CX), come what may. Though Forrester Survey suggests that nearly 20%…
Have you ever met someone who dons multiple hats—a coder, scriptwriter, music composer, tutor, etc.? Well, the world of AI has curated one recently: ChatGPT. While it has a plethora of strong suits, one that immensely contributed to its overnight success is its ability to converse on a variety of…
In a recent global survey, 88 percent of customers expected that brands should have a self-service support portal. Customer communities have, therefore, become go-to platforms to boost customer success, engagement, and experience. After all, they are helping to self-serve, share ideas, solicit customer needs, and so on. One of the…
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