Showing posts from November, 2017

Bots: Gimmick or Worthwhile Service?

Bots, bots, bots.
Wherever we go, everyone is talking about bots. But what are they?
To say "bot" is almost like saying "Internet". It's a rather general expression intended to introduce technological innovation, and sometimes not even that. As of today, we still do not have these high intelligences to allow us to really talk naturally with a bot. Usually, on the customers' first encounter with bots, that companies have been so diligent about and paid handsomely just to seem innovative, they simply raise an eyebrow.
So, what does this field include, and how should it function?
In order for a bot to work satisfactorily it must first understand, and only then respond. Just like a human representative, it needs to process the information received from the customer and understand what he wants, and only then start the corresponding call scenario. So at the base of each bot is an artificial intelligence (AI) that understands the texts.
Artificial intelligence d…

SMS as a Service Channel – What Is It Good for?

Recently, more and more of our customers have been asking us to open customer service or sales channels via SMS. Despite the strong presence of WhatsApp, you'll be amazed at how SMS is still a popular and useful tool for customers. This is a classic and efficient channel, almost devoid of drawbacks, for customer service, support and sales.
The following are the main advantages of SMS for our customers: SMS is an asynchronous (not online) channel that the customer takes with him everywhere and responds when it's convenient for himThe channel allows you to transfer calls that are not urgent for the organizationIt enables agents to deal with multiple concurrent requests (due to the asynchronous nature of the channel)It allows customers and organizations to attach images to the message (MMS)It allows the organization to shift calls from the IVR and provide customers with a right call to action instead of forcing them to wait on the line and put up with irrelevant optionsAn importa…