Organisations worldwide are still accelerating digital transformation initiatives, especially conversational AI in customer service. Over 91 per cent of customers get frustrated and abruptly end conversation due to poor customer service experience, and 47 per cent switch brands. Around 40 per cent of these customers share negative feedback about the brand, which results in lower […]
How conversational AI bots can help create contextual engagement Do you remember chatting with Clippy – Microsoft’s rudimentary bot? He is arguably one of the most famous virtual assistants, who would pop in the corner of the screen, ready to guide you through any Microsoft software. That was in 1997. Since then, chatbots have come […]
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) […]
To provide a more personalised experience, businesses are using AI algorithms to start a dialogue with the customers Digital transformation in commerce has existed for long, but it witnessed an accelerated growth during the pandemic. As millions of people were confined to their homes, the footfall in brick and mortar stores ceased, and people turned […]
