Voice AI
With the pandemic and its effects persisting indefinitely, more and more companies will begin or continue to rely on business process automation. Employees that perform support functions likely have heavier workloads than usual, and the need to empower them to do their best work is increasingly critical. This is where machine learning and artificial intelligence…
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Ever since the young British polymath Alan Turing explored Artificial Intelligence’s mathematical possibility in 1950, we humans have been fascinated with the concept as science and inventions become deeply integrated with our daily lives since the 20th century. In fact, we’ve been interested in man-like machines for far longer than that. Turing hypothesised in his…
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As Covid-19 continues to wage war on global economies, businesses around the world are pinning their hopes on their new favourite word – transformation. To combat challenges caused by the virus, nearly every industry has been forced to undertake technology-led transformation at some level over the past two years. New research from AI Rudder &…
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Whether they’re in retail, financial services, internet services, or logistics, businesses are willing to pay top dollar to increase and maintain their customers’ happiness — that’s why the outbound customer service market is worth about US$300 billion, and the inbound CS market is worth US$1 trillion. The millions spent to reach, activate, and acquire new…
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Call and contact centres are extremely expensive to operate. These services require fairly sophisticated phone systems, calling fees, various leases for the workspace, equipment, and perhaps most crucially, labour costs, which can account for up to 80% of a contact centre’s overhead. Taking into account hiring new faces, training them to perform their tasks properly,…
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There are an estimated 6,500 languages spoken in the world today according to the language learning app Busuu. A single widely spoken and global language like English can be further categorised into different dialects, while other languages have different levels of formality depending on who is speaking to whom. Throughout history, the complexity of human…
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Customer service and experience management used to be seen as a backburner cost centre that companies needed to maintain, “or else”. Now, though, the link between customer experience and a healthy bottom line is starkly defined and measurable. Companies that deliver great customer service usually retain more customers, enjoy stellar reputations (and therefore, strong word-of-mouth),…
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What would you do if someone owes you money… for a long time? You might think: if he is a trustworthy friend, a kind reminder should suffice. However, if it is a so-called “deadbeat” who never repays the debt on time… A little push might be needed. This is exactly what our voice AI tries to do when serving different customers. …
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