The Last Line

How Chatbots Can Create a New Kind of Agent

Conversational AI will change customer service, and humans will still matter

AI Isn’t Inevitable—It’s a Choice

Companies should approach automation with judgment and analysis, not resignation

Is Customer Service Ready for the Nonstop Chatter of Messaging Apps?

When the going gets weird, the weird turn pro

Where Is Amazon Go-ing With This?

The staffless Amazon Go stores seem like a convenience revolution—though for now, the experience might be beside the point

With Customer Experience, ‘Good’ and ‘Consistent’ Aren’t Always the Same Thing

Experiences that lead to happy customer outcomes can yield less-than-ideal business outcomes

Virtual Agents Hear What You Say. Do They Know What You Mean?

Deciphering intent is best left to humans, who have a hard enough time with it

Customer Service Needs to Tackle Customer Emotion

How a customer feels about an interaction is the biggest contributor to good CX

Real-Time Analytics Provides ‘Quality Assurance’—and Privacy Concerns

Those QA recordings can also be recording your emotional state. Should they be opt-in?

I Give and I Give, but You Take and You Take

Companies should try providing a little value before begging for more of our personal information

The Dawning of a New Era in CRM (Magazine)

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