Imagine calling customer support and feeling like you’re talking to Sheldon Cooper from The Big Bang Theory—highly intelligent but lacking warmth and emotional nuance. To the point where he says… Now, imagine the opposite: a friendly representative who is empathetic but takes forever to find your solution. Neither extreme makes…
Enterprises are constantly generating high-value content. If accessible to users at the right time, this data can potentially drive broad-scale business outcomes. Instead, it ends up scattered in multiple silos. According to McKinsey & Co., enterprise employees spend around nine hours a week searching for internal data. Even with this…
"Human … Please die." This shocking response by Google's Gemini to a student has taken the digital world by storm. It terrified the user and shook their experience to the core. Now, imagine a customer using an organization's AI chatbot for customer service, and the chatbot shares such a controversial…
Today, where customer service is a key differentiator, failing to evolve can lead to missed opportunities and declining customer satisfaction. Businesses that rely on traditional support methods are finding themselves struggling to keep up with the growing volume of inquiries and increasing customer demands. Large Language Models (LLMs) offer a…
Knowledge management is the backbone of efficiency and trust in the customer support industry. A robust knowledge base (KB) not only empowers agents to resolve issues swiftly but also ensures customers receive accurate, reliable information. However, maintaining the health of a knowledge base is easier said than done. Over time,…
According to a Gartner report, “Conversational AI will reduce contact center agent labor costs by $80 billion by 2026.” This highlights how conversational AI is no longer just a trend—it’s a game-changing reality. Businesses are leveraging it to cut costs while delivering smarter, faster, and more personalized customer support. It’s…
In customer support, how you say something often matters as much as what you say. While empathy and tone set the stage, it’s the structure and clarity of your responses that drive resolution and satisfaction. This chapter dives deep into the strategies of expanding, summarizing, and rephrasing responses to craft…
Each week, a new headline surfaces, announcing AI as the game-changer for customer support and various other industries. Often promising faster resolutions, customized experiences and proactive assistance, significantly reducing costs, at an enterprise level. Sure, it sounds too good to be true, especially for organizations leveraging enterprise search to optimize…
In the world of customer support, efficiency and clarity go hand in hand. Support agents often juggle multiple customer queries simultaneously, making it essential to have tools that streamline processes without compromising on the personal touch. Enter the AI Editor: your ultimate companion for refining and enhancing responses to deliver…
The advent of agentic AI in the tech world has laid the foundation for new business opportunities. Its journey began with the early chatbots. These chatbots were revolutionary milestones for human-machine interaction, but unfortunately, they struggled to decipher context and answer complex queries. Regardless of their shortcomings, this early innovation…
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