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6 Ways AI and NLP are Transforming Customer Service

6 Ways AI and NLP are Transforming Customer Service

Just think for a moment about the number of times you’ve called a customer service hotline in the last year. How does that compare to five years ago? Ten years ago?  If you’re like most customers, you rely more and more on alternate channels like text messaging,...
What is the Purpose of a Call Flow in a Contact Center?

What is the Purpose of a Call Flow in a Contact Center?

A Call Flow is Your Customer Service Road Map  As customer service professionals we all know that first impressions are vitally important. But what we may not all realize is just how little time we actually have to make a good one. According to psychological research,...