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AI & Automation

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When it Comes to AI in Customer Service, Humans Still Reign Supreme

Artificial Intelligence (AI) is making headlines as the hottest technology on the market for businesses. Many organizations are seeking
Colin Shaw
Colin Shaw
Colin Shaw is the founder and CEO of Beyond Philosophy, one of the world’s first organizations devoted to customer experience. Colin is an international author of six best-selling books and an engaging keynote speaker & also recognized as one of the original top 150 Business Influencers by LinkedIn. Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA.
 
Follow Colin Shaw on Twitter @ColinShaw_CX.
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Answers to the AI Questions You've Been Too Afraid to Ask [Part 2]

What can AI do? What can't it do? AI today falls into a sort-of catchall. Truthfully, AI is in a blank slate mode. The programs today can reach almost
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Five9

Five9 is a leading provider of cloud contact center software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually.

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Answers to the AI Questions You’ve Been Too Afraid to Ask [Part 1]

Worried about the recent surge of artificial intelligence (AI), Chatbots and our impending botnet overlords? No need. Our sophisticated future tech is here
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Five9

Five9 is a leading provider of cloud contact center software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually.

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How AI Could Get It Wrong for CX

Artificial intelligence (AI) is the future of customer experience (CX). Having machines that predict what customers do can only help CX, right?
Colin Shaw
Colin Shaw
Colin Shaw is the founder and CEO of Beyond Philosophy, one of the world’s first organizations devoted to customer experience. Colin is an international author of six best-selling books and an engaging keynote speaker & also recognized as one of the original top 150 Business Influencers by LinkedIn. Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA.
 
Follow Colin Shaw on Twitter @ColinShaw_CX.
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Q & A with Contact Center Industry Expert Sheila McGee-Smith [Part 2]

In case you missed it, last week Sheila McGee-Smith presented at the Five9 2017 Sales Kickoff and then I sat down with her to discuss more contact center trends.
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Five9

Five9 is a leading provider of cloud contact center software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually.

Multi-Layer Dispositioning for Social Care

By Ed Margulies A big challenge for practitioners of social engagement for customer care is the proper dispositioning of customer posts and interactions. In traditional contact centers, dispositioning can be handled by case management systems, ACD outcomes and CRM systems.

Five9 Logo
Five9

Five9 is a leading provider of cloud contact center software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually.

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