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!
When we conducted our survey of top AI in the movies, we didn't include HAL 9000. You may think it's an oversight, but really it's that HAL is such an icon that it would be almost unfair for any other AI to compete.
Here in Massachusetts, we find ourselves surrounded by beautiful old mill buildings that act as a constant reminder of how our nation’s history is built on manufacturing. In the early days of the industrial revolution, water powered the mills that produced the products the young nation needed to move forward.
Even today, with tech companies all around us, we know that machines continue to power the world. They move us from place to place, whether that’s a car, train, airplane, or ship. They provide the power we need and till the soil to provide the food we eat.
You can hear that line in dozens of movies and it's a clear indication that a lead character spends a lot of time at a particular diner. Of course the long-time waitress (and it's almost always a waitress) knows exactly how the main character likes his eggs (and yes, it's often a "him").
When we meet with our clients, they’re always excited to share – and we’re always excited to learn about – the many search projects they’re working on for the business groups in their organization. They’re building communication monitoring apps for their compliance and risk management groups. They’re developing self-service support applications for customer service. They’re making sure that employees can fully tap the information riches in a unified digital workplace. Our clients also share with us the pressures that they’re facing to bring out more applications, for more business groups.