Microsoft Dynamics 365 is one of the most widely used business application platforms. It unifies CRM and ERP capabilities, allowing businesses to transform their customer service. But there is always scope for improvement. For instance, when contact center agents have to switch from Dynamics 365 to other content repositories to…
A research conducted by HubSpot revealed that customers are not as frustrated with slow response time (19%) and inability to self‑serve (14%) as they are by repeating themselves to multiple support reps (33%) and long hold times (33%). Since call centers are often customers’ first — and sometimes their only…
According to Gartner, "By 2027, chatbots will become primary customer service channel for roughly quarter of organizations." The digital world has seen three generations of chatbot technology. The first two chatbot generations were based on a predefined set of rules and supervised machine learning models. While the first succumbed…
On August 25th, 2020, Grazitti Interactive, the parent company of SearchUnify, hosted a virtual summit where community leaders from across the industries and verticals joined in to discuss and share their expertise about adopting AI for communities and community engagement. During the event, a panel discussion featuring Dave Evans, VP…
In our previous blog post, we briefed you about why implementing the algorithms of web search engines in the enterprise environment won’t work. If you missed out on it, then catch a glimpse of the same here. In this blog post, we’ll walk you through how cognitive technologies work and…
In the digital era, users can type or vocalize queries in a natural, free‑text way. The expectation is that irrespective of the type and mode of interaction, the technology will understand your words; and not just your words, but your intent as well and will display relevant results accordingly. Well,…
Enterprise search engines have been god‑send. How else would organizations that deal with data oceans find the information they need? Thanks to AI, the search engines are only growing stronger with time. This is why a growing number of businesses have started upgrading their search engines. But how? While there…
It’s a known fact that an effective customer experience strategy translates into lower customer churn rates along with improved CSAT scores and bottom lines. But how can firms evaluate the impact of their CX strategy? Is the experience really improving? This is where feedback kicks in. Quantitative feedback like NPS…
Nowadays, the expectations of online searchers are at peak because both web and ecommerce search engines have set the bar high for internet search experience. Therefore, while surfing an intranet portal as well, searchers expect instant and on top of it, relevant results. The good news is that most enterprise…
When you amalgamate Machine Learning (ML) and Natural Language Processing (NLP), you get a cognitive search solution. Years back, when Artificial Intelligence was in its infancy, no one would have imagined that a search box can furnish suggestions while the users type. But today, it is one of the most…
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