A May 22 article, co-authored by Juergen Tolksdorf and Paul Humphrey, CEO at Call Journey, opened as follows: “In 2018, the majority of successful businesses are past the initial phase of introducing their Customer Experience programs. In fact, a recent study showed that 72% of businesses rank CX in their top three business priorities and a further study showed that by 2020 CX will outrank products and services as the main point of differentiation for businesses.” A recent Gartner survey backs this up, declaring that CX investment remains the toughest — and most important — battlefront of any company’s marketing strategy. [Read more…]
There is a lot of buzz around AI. I’ve seen a lot of articles, attended conference sessions and had some discussions with my peers in the industry. There seems to be this vague and mystical notion that if you put the label AI on something, it is now New and Improved and will somehow solve problems like the ‘A’ is for automatic instead of artificial. This begs the question: what is artificial intelligence?
During the last twenty years in the Contact Center industry I have seen many technologies come into the market, disrupt the industry then get acquired and then vanish. Email and chat automation (Banter), Customer Intelligence (RightPoint) and the inclusion of technologies into core components that people don’t understand (Genesys Rules Engine, Conversation manager) all of which led to a more adaptive and intelligent contact environment. [Read more…]
We get this question a lot. People wondering if they should replace their IVR because it is old. I generally ask a series of questions to find out how old it is and why they need a new IVR. So let’s run through the discovery and talk about what the answers mean.
How old is your IVR?
This in and of itself isn’t a great question, but it helps put the conversation into perspective. A better question: “Is there a compelling business driver for replacing your IVR?” [Read more…]
Personal assistants have raised expectations for commercial speech recognition
When Apple launched Siri onto the iPhone in 2011, they raised the bar for speech recognition for the average user across the board. Every iOS release has brought improvements. Google, Amazon and Microsoft have all produced massively successful speech engines for the average consumer. These offer directions, set appointments and make restaurant suggestions. So what happened with business interactions?
It would probably be important to highlight the differences between Personal Assistant styled speech recognition systems and commercial speech recognition systems. Personal Assistant speech reco systems are generally connected to the cloud and are backed by massive computing and huge decision trees of big data. [Read more…]
I was talking with a colleague last week who has been on a large healthcare project for a while and she was given the direction to optimize the self service within the IVR. She wanted some guidance on how to get started.. I told her about a project I worked on a few years ago.
The project was for an international hotel chain, and they wanted to figure out what options within the IVR were heavily used and needed to have containment in those paths increased, and which options in the IVR were rarely, if ever, used by the caller. Could we ‘prune the tree’ – by removing those options from the IVR. [Read more…]