Conversational AI

Generative AI democratises many aspects of content creation, opening new ways to create written material, illustrations, sound effects, special effects, etc.

Conversational analytics will transform contact centres by enabling companies to act immediately on insights from every interaction.

How GPT-powered solutions can help improve customer service experiences, supercharge contact centre agents, and automate XM research. Discover top use cases for GPT tech in experience management and what to consider before deploying it. 

“With great power comes great responsibility.” You don’t have to be a Marvel buff to recognise that quote, popularised by the Spider-Man franchise.

There is a significant shift in how contact centres operate and measure results. “Instead of looking at specific interactions and the type of efficiency, we’re calculating the journey excellence score,” says Einat Weiss, Chief Marketing Officer at NICE Systems. She talks about creating a culture of transparency and engagement to find the right fit between […]

It’s no secret that today’s customers expect highly-personalised, seamless communication across channels when they connect with companies. Artificial intelligence (AI) is rapidly becoming a ‘must-have’ for brands looking to have a competitive edge in the battle for customer loyalty.

Omio worked with mobile linking and measurement platform Branch to design smart banners (or Journeys) to capture web visitors and convert them into loyal app users.

Organisations worldwide are still accelerating digital transformation initiatives, especially conversational AI in customer service.

How conversational AI bots can help create contextual engagement

Ardent football fan Amir eagerly opened the box to see his Nike shoes personalised through the Nike By You campaign. It might not sound like a big deal, but Amir had bought these shoes when the program was called the NikeID program, way back in 1999. While it was not a critical customer experience (CX) […]