When it comes to customer support, the entire process is built on a simple idea: when someone communicates a problem, the representative dealing with the case uses their dashboard to review, work, resolve, and close a ticket. This ticket then remains open until the issue is closed, along the way acting as a repository for information about that particular request or problem.
From the point of view of the people here at Attivio, a ticket is just a repository of information that, when combined with existing information repositories, adds to the understanding of the customer relationship.
What is artificial intelligence (AI)? The concept of AI has been around for so long that most of us have a good high-level understanding of just what artificial intelligence is: it’s the technology that makes it possible for computers to act and react like humans. And most of us also understand that AI is becoming more and more intelligent, and seemingly less and less artificial. Yesterday, it was Amazon suggesting books we might like. Today it’s Alexa answering our trivia questions and turning the thermostat down. Tomorrow it will be driverless Ubers finding the quickest way to get us to wherever we need to go.
There are plenty of reasons why you want to keep you customers happy: Happy customers make great “brand ambassadors.” The cost of attracting a new customer is higher than retaining an existing one. Today’s social media makes it possible for an unhappy customer to do harm in the marketplace. Etc.
Although artificial intelligence (AI) draws a lot of attention in the consumer engagement space, it’s also poised to make a dramatic impact in life sciences. AI for life sciences is becoming particularly relevant due to several trends that are converging and bring new challenges and opportunities for which AI technologies are ideally suited. These trends include precision medicine, improved treatment safety and efficacy evaluations, the increasing complexity of scientific questions, and the explosion of data from wearable and implantable devices.
In a world in which anyone can order any product at any time with just the click of a mouse, the once dominant differentiators of price and product are quickly disappearing. In fact, it’s predicted that in just two years, customer experience will become the key competitive advantage for any organization, no matter the product or service. In other words, brand identity will be less about what you’re selling and more about both how you sell it and what you do after the sale.
On Thursday evening, 10 Attivio employees will be representing the company in the J.P. Morgan Corporate Challenge in Boston.
More than 9,000 participants will run this year's 3.5-mile race, which starts at the Boston Common, and makes its way down Comm Ave and back. Proceeds from the event benefit the Boston Children's Hospital.
The Attivio race team comprises representatives from across the organization - from marketing to sales, services to development! Our team will be decked out in spiffy new t-shirts.
It’s great to be in tech in Boston. With great schools developing talent and an ecosystem dedicated to supporting tech growth and success, the scene thrives. And nowhere is that more evident than at the annual Boston TechJam, the city’s biggest tech party festival and a time when we all come together to celebrate and accelerate our leading position in tech.
With customer support & service at the forefront of the brand battle, it's no wonder that companies are turning to artificial intelligence (AI), such as a chatbot, 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.
On CMS Wire, David Roe took a look at "10 Ways AI Helps Improve Customer Experiences" based on a report from PointSource. The report found that of more than 1000 people surveyed, 83% said they'd be OK shopping with a brand that uses chatbots or other AI capabilities.
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.
