Tagged: Big Data

How AI Could Get It Wrong for CX

Guest post by Colin Shaw, CEO of Beyond Philosophy

Artificial intelligence (AI) is the future of customer experience (CX). Having machines that predict what customers do can only help CX, right? On the face of it, yes. However, more goes into predicting the realities of customer behavior. Unfortunately, history shows we are not good at that. Continue reading

Big Data

Using Big Data to Improve Call Routing in Customer Service — 2015 Software Advice IndustryView

Nowadays, call centers are using more sophisticated big data techniques to determine which agents should handle which customers based on that person’s individual preferences.

In this report, call center comparison review company, Software Advice, examined advanced call routing techniques to help businesses find opportunities to refine their own call center routing to improve customer service outcomes.

Here’s what they found: Continue reading