AI

AI (Artificial Intelligence) is one of the fastest growing areas in the CX and call centre industry that promises to revolutionise the way customers interact with your business.

We’ve collated all our articles on AI into the one category so you can quickly digest the latest news and trends in call centre automation.

July 12, 2018
chatbots for customer service

Chatbots for customer service are not a get-out-of-jail-free card

There is a rapid uptake in chatbots for customer service but as many businesses are finding out, it's not an automatic solution to all your CX problems.
March 10, 2018
Chatbots are on the rise in Australia

Chatbots on the increase in Australia

The latest research by Fifth Quadrant has revealed a significant increase in the number of Australian businesses looking to implement chatbots and other self-service technology throughout 2018.
February 27, 2018
Nice inContact extends AI capability on CXone

Nice inContact extends AI capability on CXone

Nice have announced that through a partnership with Passage.AI they have extended the functionality of the CXone platform with AI capability through a conversational interface for an artificial intelligence chatbot without writing a single line of code.
February 23, 2018
Is AI really going to impact call centres

Is AI really going to impact call centres?

Gartner predicts that 85% of all customer interactions will be handled by AI by 2020 so we take a look at the use of AI in Australian call centres today and hear from local leaders on what to expect in the near future, along with some tips on how to get started.
February 22, 2018

Australian businesses falling behind in AI adoption

A new report on AI adoption has revealed Australia is falling behind on the global stage however a strong local awareness of AI is expected to lead to significant investment over the next 5 years.
February 15, 2018
Jetstar's virtual assistant

Jetstar’s virtual assistant launches on Facebook Messenger

In an industry first, Jetstar's virtual assistant, Jess, has extended her services to Facebook Messenger enabling customers to receive real time customer service using artificial intelligence technology.
August 13, 2017
The difference between a CHATBOT AND VIRTUAL ASSISTANT

What’s the difference between a bot and virtual assistant?

The lines are becoming increasingly blurry and with marketing spin everywhere we explain the difference between a bot and virtual assistant.
August 11, 2017

3 Advantages of Automation in Creating a Good Customer Experience

There are lots of advantages of automation when it comes to improving the customer experience. We reveal three advantages that will improve your business and your customer experience.
July 24, 2017
4 Tips to successfully IMPLEMENTING LIVE CHAT

4 Tips for effectively implementing live chat into a call centre

Implementing live chat to your call centre is a great way to improve your CX, increase sales and improve productivity. Here's some tips to make sure you get it right.
March 22, 2017
Comparing the three channels EMAIL, LIVE CHAT & CHATBOTS

Comparing the benefits of chatbots over email and live chat

In this article we compare the benefits of chatbots over other channels such as email and live chat in delivering efficient CX
March 9, 2017

Can chatbots replace your app?

With app fatigue starting to set in we ask can chatbots replace your app? Its a question many businesses are starting to explore so lets weigh it all up...
March 2, 2017

How the humble Pizza is leading the CX change with ‘Dru Assist’

The future edges a step closer as Domino's announces that Bots are coming to Pizza ordering with new virtual assistant, Dru Assist. Now you can order a pizza, have some banter and ask some questions without actually speaking to a human.
February 28, 2017

3 Key channels to install a chatbot

Want to lowest your cost to deliver a better customer experience? We reveal 3 key channels where you should install a chatbot.
February 21, 2017

So what can chatbots actually do?

By now we've all heard of chatbots and virtual assistants so what can chatbots actually do? We reveal how a chatbot can be used in customer service.
February 15, 2017

Virtual Assistant upgraded with supervised AI technology

Just when you were getting your head around online virtual assistants and chatbots there is a new force emerging, supervised AI technology.
February 13, 2017

3 key reasons Chatbots will change CX

There is always a lot of hype about the latest call centre technology but this one is the real deal! Here are 3 key reasons Chatbots will change CX.
February 2, 2017

The hidden opportunities with messaging apps

Messaging apps / chatbots are on the rise for customer service so we explore some of the hidden opportunities with messaging apps to improve your CX
December 13, 2016
AUSTRALIA'S LOVE OF MESSAGING APPS

Aussies love of messaging apps is on the rise – new research

A quick walk through any populated area and you wont be surprised to learn that the aussies love of messaging apps is on the rise.Recent data has revealed the growing transition on how Australian's are moving to messaging apps with SMS and voice calls on the decline. But whats it mean for business?
December 9, 2016
HOW THE ATO MOVED 760,000 CONVERSATIONS TO SELF-SERVICE

How the Australian tax office is using a virtual assistant to improve self service

The ATO has released some data revealing the impact the introduction of their Virtual Assistance, Alex, is having on the their call centre. If you were looking for some data on the benefits of introducing automation for enquiries then you will find this interesting.
December 8, 2016
THE RISE AND RISE OF MESSAGING APPS

The rise and rise of messaging apps

How the rise of messaging apps popularity is forcing businesses to rethink their entire customer management strategy as customer channels start to explode across the different messaging platforms.
October 3, 2016
4 common question & answers when LAUNCHING LIVE CHAT

4 common questions when launching live chat

We've got the 4 of the most common questions (and answers!) when launching live chat into your business helping you to improve the customer experience, lower costs and increase sales.
September 26, 2016

The iSelect chatbots are coming – iSelect poised to target customers on Facebook.

No its not something out of science fiction with iSelect chatbots about to be unleashed on Facebook as part of a wide ranging strategy to use automation and omni-channel tools to boost customer growth.
August 9, 2016
IP Australia introduces virtual assistant

IP Australia introduces virtual assistant

IP Australia introduces virtual assistant 'Alex' by Nuance to provide an intelligent, 24-hour self-service customer experience.
August 9, 2016
IP Australia launches virtual assistant

IP Australia launches Alex, Nuance’s Virtual Assistant

In an effort to improve the customer experience and efficiency, IP Australia launches Alex, Nuance's Virtual Assistant into their contact centre.
July 25, 2016
13 Tips to get you started LIVE CHAT TRAINING TIPS

Live chat training tips for your call centre

Just like on a phone call, a great customer experience is dependent on having professionally trained staff so we share 13 great live chat training tips to get your team up and running to deliver a great service.