While talking about future of customer service, let’s come back to its history.  1876. This was the year Alexander Graham Bell invented the telephone. His first words that were also first words said through telephone were “Mr Watson, come here, I want to see you.’  The telephone enabled people to communicate remotely, which was also… Read More »

The roots of self-service bring us back to the voice channels – primarily the IVR system was the only available self-service system. Nonetheless, IVR has always been considered a “robotic” way to provide customer service, that’s why there have been numerous attempts to humanize it – and speech recognition software was the greatest one, even… Read More »

When it comes to winning a competition in business, the best thing you can do is to offer some exclusive options your competitors don’t provide. And even though it sounds obvious, most companies can’t even adequately address the differentiation question or rely on the quality of their customer service, which is often the same to… Read More »

Artificial intelligence isn’t something new as many people think – it has been developing for the last 20 years. But only now the time has come for it to become something more than just a beta version of what we expected it to be – and now it is accessible for millions of people all… Read More »