Onecom’s Post

Great to see more and more automation of outstanding experiences being developed. Of course using AI safely 😃 And, if you want to learn more, it’s all on our “open to all” academy 💪🏽 #responsibleAI #conversationalai

🚀 𝗜𝗻𝘁𝗿𝗼𝗱𝘂𝗰𝗶𝗻𝗴 𝗔𝗜-𝗽𝗼𝘄𝗲𝗿𝗲𝗱 𝗖𝗫 𝗜𝗻𝘀𝗶𝗴𝗵𝘁𝘀: 𝗔𝗰𝘁𝗶𝗼𝗻𝗮𝗯𝗹𝗲 𝗶𝗻𝘀𝗶𝗴𝗵𝘁𝘀 𝘁𝗵𝗮𝘁 𝘄𝗶𝗹𝗹 𝘁𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺 𝗲𝗻𝘁𝗲𝗿𝗽𝗿𝗶𝘀𝗲 𝗖𝗫 We’re excited to announce AI-powered #CX Insights, our newest set of features designed to give enterprises clearer visibility into customer interactions and improve CX in real-time. Here’s what makes it a game changer for enterprises in any industry: ✨ 𝗔𝗜 𝗥𝗲𝘃𝗶𝗲𝘄: Automatically analyzes every customer conversation, ensuring consistent, in-depth reviews without the need for manual effort. 🎯 𝗔𝗰𝘁𝗶𝗼𝗻𝗮𝗯𝗹𝗲 𝗠𝗲𝘁𝗿𝗶𝗰𝘀: An improved approach to tracking and categorizing conversation outcomes, providing clearer reasoning as to how and why interactions were automated or handed off to a human. This feature moves the needle, empowering enterprises to go beyond basic measurements like containment and completion rates 💡 𝗖𝗼𝗻𝘃𝗲𝗿𝘀𝗮𝘁𝗶𝗼𝗻 𝗜𝗻𝘀𝗶𝗴𝗵𝘁𝘀: A fresh set of visuals that display detailed CX metrics and trends over time, helping you continuously refine and enhance customer outcomes. Ready to unlock deeper insights into your customer interactions? Check out the full announcement here👇 https://hubs.la/Q02SvX2j0 #CustomerExperience #AI #ConversationalAI #CX

I'm incredibly proud of the Boost.ai team for launching this amazing new capability on our platform! The only way to truly gauge the quality of an automated conversation is by evaluating it from start to finish—a task that's been time-consuming in the past. With AI-powered CX Insights, we can now assess every conversation, ensuring they're resolved the right way while providing valuable insights for continuous improvement - all fully automated by GenAI👏 👏 👏 🤖 #boostai #cxinsights #cx #genai

The best customer service in 2023 combines cutting-edge tech with personalized, proactive support. Here’s what sets it apart. When developed properly, customer service strategies can recognize your unique business requirements and satisfy your customers without becoming too expensive, time-consuming, or out of the scope of your existing model. Here’s what sets it apart: ➡️Omni-Channel Support: Seamless integration across all communication channels. ➡️AI & Chatbots: 24/7 instant responses with personalized AI. ➡️Self-Service Options: Robust knowledge bases and community forums. ➡️Personalized Service: Using customer data to tailor interactions. ➡️Proactive Support: Predictive analytics to address issues before they arise. ➡️Empowered Teams: Continuous training and decision-making authority. ➡️Data-Driven: Leveraging analytics to enhance customer experiences. ➡️Sustainable Practices: Aligning with customer values through ethical practices. #CustomerService #CX #Innovation #AI #ProactiveSupport #Personalization  

The future of customer service is transforming rapidly! According to Zendesk's latest Future of AI-powered CX report, AI will be the game-changer in customer experience (CX) over the next three years. 🤖 82% of industry leaders say AI will be crucial to their business success. 90% of CX leaders in Singapore anticipate massive changes driven by AI. 25% of APAC leaders consider their AI adoption advanced, highlighting a significant gap. 💬 As Zendesk's Craig Flower notes, "AI will redefine customer interactions, moving us beyond traditional service to more advanced, tech-driven experiences." AI will handle 80% of global customer interactions. The downsizing of CX teams by up to 74% in APAC is due to AI efficiency. Increased focus on data security, new tech investments, and AI-enhanced service delivery. 🔧 The shift to AI means CX roles will evolve. Expect agents to need advanced problem-solving skills and proficiency in AI tools, while administrators will leverage AI for sleeker operations. 👉 Read the full report here: https://lnkd.in/gkM-Wj2X #CustomerService #AI #TechTrends #FutureOfCX 

Our CEO, AJ Abdallat, shares insights on leveraging #AI to enhance customer experience for small businesses in Forbes Technology Council. 💡 Discover innovative ways AI can elevate your #CX, including AJ's contribution on #socialmediamonitoring. Check out the article here: https://bit.ly/3vytaPH #CustomerExperience #Forbes #BeyondLimits

📰 News: 📰 --- Could vs. Should: Navigating AI Pitfalls for Customer Service 🧠✨ We all know that AI can revolutionize customer service—cut call queue times, boost support quality, and enable brands to deliver humanity at scale. 🚀 But let’s be real: while AI promises a duality of efficiency and customer-centricity, it’s often fallen short. A whopping 55% of consumers believe customer experiences have actually worsened in the past year, citing the lack of convenience, personalization, empathy, and simplicity. 😲 This brings us to a crucial point: AI should not be imposed on customers before establishing its true value. Blindly deploying chatbots doesn't work; instead, focusing on specific, high-impact use cases can build trust and streamline customer journeys. 📊 --Key Metrics to Consider:-- 📉 55% of consumers feel CX has declined in the last year 🙅♂️ Only 17% of customers trust chatbots to solve their issues 💬 25% of consumers believe contact center agents lack essential knowledge As leaders, we need to reframe our strategies. Prioritize what AI should do, not just what it could do. This means empowering live agents with enhanced tools and ensuring seamless escalation processes. Let AI be a source of value, not frustration. 💼🔧 What’s your take on AI and customer-centricity? Comment below, and don’t forget to follow AnniQ for more insights! 🌟👇 #Hospitality #Ecommerce #Retail #Commerce #Manufacturing #Logistics #Business #AIDriven #Digital #AI #Strategy #Innovation #ArtificialIntelligence #AnniQ https://lnkd.in/e9BwfYNF

✨ Gartner predicts that by 2025, 80% of customer service and support organisations will be applying generative AI technology to improve agent productivity and customer experience ✨ If you're considering how to harness AI to improve #CX operations - we're offering health checks, to give you a maturity assessment and path to automation with clear return on investment 🚀 "If you're not on the bus yet, there's still time to jump on" - a great quote from our latest webinar, featuring Business Systems' Head of Consultancy Hamish Cliff, Senior Digital Transformation Strategist Barry Webb & NICE's Director of Solutions Sales Laura Malinsky. Check it out on demand here to learn how you can get started with implementing AI in your contact centre 🎥 https://ow.ly/MyZ450TvceZ #AI #CustomerExperience #CX #BusinessSystems #ContactCentre

Based on Merkle's research, 72% of the CX leaders have implemented AI-driven CX solutions. Here are some tips for you to get started: • Make sure you’ve nailed the fundamentals such as codified CX strategies, sound data foundations, integrated technology, and organisational alignment. • Embrace ethical AI governance to safeguard against risks. • Don’t just check the AI box, make sure that the AI solutions are geared towards real improvements in the customer experience. Download the CX Imperatives report to find out more: https://lnkd.in/gwXy_UXB

AI is transforming CX organisations—from boosting efficiency to creating personalised customer experiences. But where should you start, and how can these benefits come to life in your contact centre? 🤔 Join us at Elevate AI on November 20 for answers and insights into the latest trends in AI and CX. You’ll hear from Puzzel’s CEO Frederic Laziou, CMO Gabriela Warren, Director of Sales Engineering Sundeep Singh Boughan, and Tobias Winther Troelsen, Chief Analytics Officer, as they explore how to balance AI with a human touch, streamline tasks, and empower agents to thrive in their roles, delivering more personalised, meaningful interactions. Here’s a glimpse of what we’ll cover: 💬 The possibilities of AI-driven CX—what’s achievable today and what’s coming next  💬 Empower your agents with tools that simplify their work  💬 Combine AI with human empathy to boost efficiency and create meaningful experiences Whether you're leading a team or driving innovation, Elevate AI gives you the insights and tools you need to drive real change in your CX operations. If you haven’t already, mark your calendars and secure your spot here: https://lnkd.in/d__f_QiA #Elevate #AI #CustomerExperience #CXinnovation