Some time ago, people looking for answers to solve business problems realized that the information they sought resided in different places. It could have been in a file system, on an intranet, on the web, or in a proprietary database associated with a specific line-of-business application. What could be done to make sure employees and customers had a way to search once and get answers back from any source?
With customer support & service at the forefront of the brand battle, it's no wonder that companies are turning to artificial intelligence (AI) for help. The customer churn caused by poor customer service is $62 billion problem, so finding ways to speed response time is no small matter.
One of the biggest fears with the coming world of artificial intelligence and automation is the loss of jobs. It's a logical fear, as automation often brings with it visions of humans becoming part of the machine itself, or worse: those machines taking over for humans.
Your customers have multiple channels by which they can seek support for issues, problems, and questions. This could be self-service through an online portal, via social media or online chat, or through more traditional means like phone and email. In recent reports, 70% of consumers prefer to resolve problems and issues via self-service; however, 65% of self-service attempts fail. Self-service is the most cost-effective channel, so companies are looking for means to deflect routine and simple issues from the call center by enabling customers to solve their problems on their own.
We're excited to share the latest updates and enhancements to the Attivio platform with you today. Version 5.5.1 incorporates updates to existing features and capabilities in the interest of ongoing improvements. There's a little something for everyone in this release!