The Challenge of AI Voice Assistants in Customer Service

During May, Google’s I/O 2018 conference was held to show the latest in Google’s offerings to developers around the globe. While Google demonstrated a lot of different new tech at the conference, it was their keynote demonstration of its latest “Duplex” technology which has lit up the internet. Duplex uses Google Assistant to call companies on a user’s behalf to perform simple, structured tasks, such…

Adventures in Setting Up Chatbots

Chatbots are all the rage in the world of live chat at the moment. They’re expected to enable cost-savings of billions of dollars a year in various sectors, and conversational commerce is becoming bigger as standard marketing and customer service processes see a shift towards personalization and ‘warmer’ customer approaches. My own company, Comm100, has a really exciting bot build on the go that I’m expecting to take…

Webinar Update

Uncategorized 1 min read

I’m thrilled to be speaking about Customer Satisfaction and Chat in this webinar with CCW Digital. Join Brian and I as we discuss insights from Comm10’s Live Chat Benchmark Report and find out how to protect your chat service from CSat falls associated with increasing customer expectations. Click through to register your spot!

Breaking the Ice

Customer Service 1 min read

I had a lot of fun breaking the ice with Jenny Dempsey and Jeremy Watkin last week! Click through to find out our top ways to reduce customer friction, plus find out whether I prefer beaches or lakes 🙂