Companies use chatbots for various reasons, “productivity” can be a key motivational factor, for example. But chatbots come in many forms and sizes. To have a successful chatbot, you need to think about what you want to achieve, what kind of bot you need to do so, where to apply a bot, and which type of bot. In this blog, we’ll walk you through some of the most successful chatbot examples of our global customers and show you how you can use them to improve customer experience.
Artificial Intelligence is the phrase on everyone's lips. AI creates headlines, both positive and negative, at a frantic pace. Fear of the unknown is undoubtedly fuelling some of the negative press, and there are those genuinely concerned about AI’s potential. According to the International Data Corporation’s Worldwide Artificial Intelligence Spending Guide, global spending on AI will more than double between 2022 and 2026, from $118bn to $300bn. It’s fair to say that modern iterations of generative AI, such as ChatGPT, are transforming perceptions and expectations of what AI can achieve. Generative AI can generate its own training data rather than adding data to ‘manually’ train the AI model. Generative AI can synthesise new responses and aid conversation designers in the creative process.
At CM.com, we've noticed that more and more people are showing an interest in employing our chatbot as a virtual communication channel to help them streamline their eCommerce practices and improve the overall experience that they offer to their customers. However, we’ve also noticed that one or two of our clients are unsure about whether they should replace their current systems in order to do so.
As housing associations (and their customers) become more familiar with chatbots, their value only increases. However, making sure you’re consistently optimising your chatbot to deal effectively with customers is a long-term commitment but one that needn’t eat valuable time if you know what you need to prioritise.
We pinpoint the challenges facing housing associations and show how automation can provide solutions.
Today CM.com has introduced a major release for its Conversational AI Cloud and Mobile Service Cloud. In our Conversational AI Cloud, we introduced generative AI for generating conversational content and completely overhauled the way we do intent classification, further improving Conversational AI Cloud’s multi-engine NLU. Meanwhile, our teams have been working hard to introduce conversation summaries in CM.com’s Mobile Service Cloud.
The process of refunding or replacing a product is an inherently sensitive situation that can quickly become a source of tension or frustration for customers and businesses alike. Let's face it, when we as consumers are looking for a refund or replacement of a product that we’re unsatisfied with, the idea of having to scroll through lengthy pages of information that may or may not be relevant to what we need to know doesn't exactly fill us with joy; nor does the idea of spending extended lengths of time on hold with customer service.
Retail chatbots will be familiar to many and are particularly useful in fast-paced, information-dependent industries. Getting the information to customers quickly while they’re poised to convert is hugely important but challenging without automation.
With the advent of ChatGPT, it feels like we’re venturing into a whole new world. Everyone can ask questions and give commands to what is perceived as an “omniscient” chatbot. Within a single week, ChatGPT acquired 1 million active users. Big Tech got shaken up with Google introducing their LaMDA-based “Bard” and Bing Search incorporating GPT-4 with Bing Chat. There seems to be no limit to the enthusiasm. But what is ChatGPT? What does it mean for businesses? We discussed this with Arman van Lieshout, Product Manager at CM.com, for our Conversational AI solution.
The automotive industry hasn’t necessarily been at the cutting edge of customer experience. With customer expectations rising rapidly in the retail space and brands expected to follow, why is it that automotive brands have been slow to follow suit?
Customer feedback is a vital part of any business and provides an essential point of contact between the buyer and the seller. However, obtaining good quality feedback can have its obstacles. Giving and collecting information in traditional customer surveys can often take time and effort for consumers and businesses.
The travel industry has endured a challenging few years through the COVID pandemic and, most recently, during the well-documented travel chaos of summer 2022. Post-pandemic, the industry has struggled to right itself, with the summer’s turmoil starkly illustrating the issues facing the industry after significant recent disruption.
Every retail and eCommerce player knows personalisation is essential. It’s how you build customer trust, make your messaging meaningful, and keep shoppers coming back. But fewer realise how deep and broad true personalisation goes.
Keeping your promises to customers is important. We look at how automation can impact the entire customer journey for housing associations and their customers.
There’s a push and pull in a business where we are acutely aware of the need for individual, personalised team and customer communication. Still, we don’t always have the time or capacity to manage it. To this end, many opt to implement a robust internal knowledge base with an integrated chatbot functionality.
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