AI

The customer service industry is facing a radical transformation driven by conversational artificial intelligence. According to Gartner, 80 percent of customer service organizations will apply generative AI technologies in 2025, while forecasts indicate that by 2027,…

Contrary to what the market is accustoming us to, retaining a customer costs significantly less than acquiring a new one. Retention is not just a matter of product or price, but depends mainly on two interconnected…

Systems voice response IVR represent the central element of automation in call centers today, handling millions of daily interactions between businesses and customers. Interactive Voice Response is an automated phone system technology that allows callers to…

Technological evolution has radically transformed the customer service landscape: from legacy single-channel systems we have moved to integrated infrastructures that simultaneously manage voice, chat, email, social media, and messaging apps. This transformation requires a complete overhaul…

Artificial intelligence in modern contact centers is divided into two basic strategic approaches: automation vs augmentation. The former completely replaces human intervention, while the latter enhances operators' capabilities. Understanding when to apply each approach determines the…

The evolution of customer service is through the integration of advanced technologies that optimize user experience and operational efficiency. I voicebots represent today's most promising frontier for customer service., offering immediate and personalized responses through conversational…