A few years ago, nobody knew about such a thing as a chatbot. Today, most companies use it for different purposes, from information updates and client communications to sales promotion. We are now used to the fact that these pieces of AI software are the first to answer when we ask a question. A human assistant gets connected when the machine cannot handle the case. Okay, it all makes sense for sales and customer service. But how are these chatbots useful if we talk about education?

In a recent webinar, Nick Mehta sat down to talk with Netomi Founder / CEO Puneet Mehta to discuss how customer experience has evolved over the past few years, and what’s to come in 2022 . Here’s a recap of the discussion, featuring some of its top takeaways.

As with any large project or undertaking, metrics are key in order to gauge performance. Are your current processes adequate enough, or is there room for improvement? Metrics are important to track for all aspects of a business, from sales, marketing and financial performance, to overall customer service. When it comes to improving the automation processes of customer service, chatbot evaluation metrics are also critical to track.

How are travel companies performing today when it comes to support? In a recent experiment covered by NASDAQ, customer service quality was tested and measured across 3,000 of the top global travel and hospitality brands worldwide. Let’s just say there’s lots of room for improvement. To remove stress and surprise and delight customers with effortless experiences, companies are adopting AI-powered travel chatbots to engage with guests at every step of the customer journey.

The art of conversation evolved early in human evolution. As a species, we’ve been perfecting our verbal and nonverbal communication skills over hundreds of thousands of years, and it still is something that takes us years to learn. We’re at one of the most pivotal periods since the beginning of human dialogue. With artificial intelligence (AI) powering chatbots and voice assistants, we’re now teaching human brains how to communicate with artificial brains.

“Call centers have never been more important — or more strapped1.” Imagine having a 100-year old parent who has a panic button for emergency situations. When you try it out, it takes an agent five minutes to call to check in. Why the delay in what could have been a life-or-death situation? A shortage of agents. A problem brought about by the pandemic2. This medical alert company is not alone.

In this post, we’re covering everything you need to know about customer satisfaction (CSAT) surveys, including: For your business to survive and thrive, measuring customer satisfaction is key. You need to take frequent pulses on how your customers feel about your brand, products, services and interactions to identify pain points and benchmark your performance over time.

Nearly 70% of consumers expect live chat support and it’s currently the preferred channel for consumers between 18-49 years old1. Over the last few years, live chat has emerged as a must have customer communication channel for sales and support. To help companies meet customers on their preferred channels, we’ve launched a new, highly customizable chat widget which can be easily deployed.

Online sports gambling is a booming business. But as upstarts break into the market to try and steal market share from more established players, it’s not the platform or user interface that’s going to determine who is the winner in this multi-billion dollar market. It’s the customer experience. Can AI help sports betting companies take home the biggest payout – loyalty?

Key Performance Indicators (KPIs) are a special set of metrics that help determine whether business is going in the right or wrong direction. At first glance, it seems that customer service KPI scores take a backseat to traditional business KPIs, like profits, costs and regional sales. However, key customer support metrics may paint a more complete picture of success for the long-term viability of a business.