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Artificial neural networks (ANNs) are inspired by the functioning of the biological brain and its ability to learn through experience. What is an Artificial Neural Network? An Artificial Neural Network, or ANN, is a computational model…

When it comes to customer service and enhancing the experience of your users, an Omnichannel Customer Journey is a fundamental strategic approach to creating quality interactions that provide value and foster loyalty. In this article, we…

In the context of customer service, understanding and empathetically responding to customer's emotional reactions is crucial to ensure a rewarding and satisfying experience. NLP Sentiment Analysis is a powerful tool that allows analyzing and interpreting the…

Working flexibly and ensuring operational continuity even remotely have become fundamental elements for many companies. That's why XCALLY has developed XCALLY Mobile, an intuitive application available for iOS devices, which offers agents the ability to manage…

In the world of customer service, efficiency and the quality of customer support are crucial for a company's success. Scripting tools are powerful resources that enable structured and guided customer interactions. In this article, we will…

The IVR system (Interactive Voice Response system) has proven to be a powerful tool over time for improving the customer experience, optimizing resources, and increasing productivity. From the early automated response systems developed in the '90s…