Verint Intelligent Virtual Assistant Receives Top Customer Satisfaction Scores in New Report
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Five9, Inc : 2021 Customer Experience (CX) Summit, Presented by Five9
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Oleg Laptev
Done right, conversational AI can boost customer experience. But as with all things, the key is doing it right. Because the costs of doing conversational AI wrong can be greater than never using it in the first place.
We asked experts for their advice on how to design effective conversational AI.
Start With Natural Language Processing Effective conversational AI starts with natural language processing and the magic of cognitive resources (primarily pattern recognition and analytics) and applies it to intent recognition, said Dan Miller, founder of Opus Research. By rapidly recognizing what a person wants to do and matching it to tasks such as form filling or navigating web-based resources, it can accelerate the processes involved in completing a desired task.
Calabrio Receives Perfect Customer Satisfaction Scores in DMG Consulting’s 2020-2021 WFO Product and Market Report
Published 2 months ago
Calabrio achieved leading results of the featured vendors in three of four vendor and product satisfaction categories
Calabrio, the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. The three categories where Calabrio earned leading scores were both for satisfaction with Calabrio as a vendor and the features and effectiveness of Calabrio ONE workforce optimisation (WFO) products.
DMG, a leading independent contact centre research and consulting firm, annually conducts reports on the workforce optimisation (WFO) industry, including market trends and challenges, predictions and vendor market share, as well as an extensive customer satisfaction survey to measure end