If you want your chatbot design to deliver genuine customer engagement, there is one simple rule: Build it properly, writes MATT GROBLER, pre-sales engineer at INOVO Chatbots don’t work. Well, [...]
Self-service business solutions allow for organisations to engage and support customers as they face increasingly rigid quarantine restrictions. There is plenty of research that points to how [...]
Markets are noisy and busy. Companies are clamouring for customer attention and their share of wallet and engagement. It has become increasingly important for organisations to make connections [...]
The results of the PwC 2019 Global Consumer Insights Survey were hardly surprising. Customers in South Africa used social media to hear about current events (33%) and used social media to [...]
Even though the speech analytics market is expected to see a compound annual growth rate of more than 18% through 2022, confusion still remains around its benefits and use cases – [...]
Wynand Smit, CEO INOVO, says organisations must first conduct an honest assessment of their existing self-service offerings and how effectively these are meeting customer expectations. The [...]
There is a disconnect between discussing technology trends and showing how they can operationally benefit contact centres and agents. Part of this entails identifying the business challenges that [...]
For many contact centres today, the transition to digitised and highly automated systems and processes happen in a piecemeal fashion – with the underlying belief that certain business sectors and [...]
Although South Africa has just avoided a recession, the outlook for the economy is less optimistic. With subdued investment levels and consumer spending being curbed, there is no doubt that local [...]
There can be no doubt that every business and operational team has to get ready for a future in which Artificial Intelligence (AI) plays a key role. Already, certain aspects of AI such as machine [...]
South African businesses are faced with an exceedingly difficult task. They have to find ways to survive in the face of ongoing political uncertainty, fast eroding business and investor [...]
With so much hype surrounding new technology such as Big Data, Cloud Computing and AI, it is easy to miss the point of integrating them into your business operations: enhancing the performance of [...]
