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PHOTO: 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. ....
Nov 6, 2020 5:00 AM PT More consumers are shopping via phones and other mobile devices, and companies that use chat with commerce are reaping rewards while improving the customer experience. New commerce research reveals that at least two-thirds of firms using chat apps such as WhatsApp and WeChat see greater commerce gains than competitors that do not. These gains include year-over-year revenue growth of 75 percent, greater annual growth in cross-sell/upsell revenue of 89 percent, a YoY bump in customer retention rates of 48 percent, and an almost two times greater YoY increase in marketing ROI. Research IT firm Aberdeen recently surveyed top global IT executives across a range of business verticals to help quantify the impacts of chat deployments on their business. The research shows significant benefits to customer experience metrics and other top key performance indicators of businesses utilizing chat for customer service and commerce activities. ....