It’s encouraging to see large enterprises like Dell Technologies investing in conversational AI for customer support. Done well, these systems can dramatically reduce friction, shorten resolution times, and free human agents to focus on complex issues. However, effectiveness depends on how well the AI is integrated with existing telemetry and…

Omnichannel got its start with eCommerce, but has tremendous value with other use cases when properly implemented in Conversational AI. I live in California and needed to upgrade to a REAL ID, and I was really surprised by the online process. Many of you know I am not easily impressed…

Often chatbots are used with the only goal of bringing down costs. There is a “benefit” of increasing CSAT (Customer SATisfaction) with the logic being that the customers will get faster service. Part of the misguided logic is that fewer human customer support representatives will be needed. If you already…

With any solution you plan to deploy, you rarely if ever want to “boil the ocean.” That is to say you never want to try to do everything right from the start. It is beneficial to pick the items that cover the best return on investment and also cover the…

When selecting a system for your CAI (Conversational AI) system, there are features that will be “must-haves.”  If a solution can’t offer these then they should be dropped from your list.  There will also be features that should strongly influence the decision.   This article started as the 4 key differentiators…