Josefine Fouarge’s stories

We have an enlightening infographic from Forrester Research to show you. It’s titled “Customer Service Chatbots Fail Consumers Today”. You may be wondering if this is an April Fool’s joke. You may think we’re shooting ourselves in the foot. Why talk about how customers hate chatbots? Isn’t Nuance in the “chatbot” business? Well, sort of. You […]

This is going to sound ironic coming from a “chatbot” vendor, but get ready for a chatbot backlash in 2019. Yes, you heard correctly. Forrester Research predicted in their report, Predictions 2019: Customer Service and Sales, that customers will lead a community-based revolt against corporate chatbots in 2019. Meaning customers will do whatever it takes […]

“Bionics” describes technology that is inspired by nature – similar to AI, which describes the ability of a computer to act like a human. When talking about bionic agents we don’t mean contact center agents with prosthetic arms that make them type faster, or any other physical modification of the human body. We are talking […]

I’m dreaming of a world where it is easy to use my mobile phone to connect with a brand wherever I am. No fuss, just picking it up and asking my question or doing whatever needs to be done. Just to be clear, I don’t contact the companies I do business with on a daily […]

In all good relationships, there comes a time when the two parties involved find themselves needing a little intervention, a bit of therapy, a series of counseling sessions… Close partnerships will inevitably encounter the same issues as other partnerships. In marriages, the culprit for bumpy roads can range from children and religion to money and […]

Have you ever asked yourself why business-to-consumer communication has become much more complicated over the years? After all, asking a question and then getting a response is a natural, everyday part of life. Since technology has taken over the world of communication, it seems like it has become more difficult to get an answer, even […]

A new study commissioned by Nuance shows that each year 90% of US consumers are wasting a day “on hold”. That’s 24 hours which could be used for so many things, all better than holding a phone to your ear. Our survey respondents said they would spend more time with family (37%) would get more […]

Deliver great customer service through your contact center

There has been a lot of noise around customer engagement lately. New channels to use for customer service, an increase in self-service, decline in traditional channel usage, a robot take-over – but what does all of that actually mean? With new channels comes more choice. Customers have more options to reach out to a brand […]

For years we have been trained on how to interact with machines – how to use a mouse, what to click for a specific action, and maybe even how to write code in a variety of languages. But talking, gestures, or facial expressions are natural ways for us to communicate. Machines that can understand these […]

Punxsutawney, a small town in Pennsylvania, draws thousands of visitors every year on February 2nd when Phil the Groundhog predicts the weather. On February 2nd, 2018 it will be the 132nd time. According to a legend, if Punxsutawney Phil sees his shadow, there will be six more weeks of winter weather. If he does not […]

Working in Marketing requires us to read about what’s going on in the market. This can be challenging at times, sifting through the massive volumes of content, especially when you deal with technology that is a hot trend right now, like AI. But every now and then you stumble over great pieces like an article […]

Last week, I attended the AI World Conference and Expo in Boston and heard from a number of thought leaders on the following themes: “AI is a hype…but we expect some promising results when the dust settles” “You need data, no amount of algorithmic sophistication will overcome the lack of data” “AI needs to be […]

Are you excited about the new Star Wars movie? I know I am. My favorite characters are all the droids. Every time I watch the movies I can’t help but imagine how amazing it would be to have my own R2-D2. The great news is, it’s not as far-fetched as one might think. Technology that […]

We saw it coming - Nuance digital engagement for customers analysis brings good news

It’s almost the end of the year, and many companies are well underway with employee performance appraisals. It’s hard going through assessments for your job. Not only do you have to take a hard, honest look at yourself and your performance, but your boss and some of those around you evaluate what you’ve done to […]

Customer service gets up-leveled with social media engagements added to your digital engagement strategy

Customer service has always been a challenge for brands. How do you help the customer in their moment of need if you barely know anything about them? If they have an issue they send an email, or call, or go to the website and try to figure it out themselves. There are so many options […]

No need to throw away the key (or remember where it is) with secure biometrics in digital channels

Conversations with a virtual assistant on a website or inside a mobile app are easy and convenient. The help is always available and consumers can get their questions answered within minutes instead of waiting for office hours or an available agent on the phone. Nowadays, intelligent virtual assistants that leverage artificial intelligence and are capable […]

Sometimes it feels like we are living in a world full of buzzwords. Big data, mobile, app first and one of the new ones: messaging. As always with buzz topics there are two ways of looking at it: Meh, I’ll wait till the hype is over and then decide if I should jump onto the […]

Take an "as you wish" attitude with your customers to exceed their customer service desires

As you wish. That’s the catch phrase that resounds with Princess Bride fans as the movie’s 30th anniversary has recently passed and TCM plans a special showing in theatres on October 15. One of the reasons this silly romantic comedy has become such a cult classic is that it is littered with phrases like “Inconceivable!” […]

Improve customer service by selecting the right virtual assistant that fits customer needs

When the question for your enterprise business is no longer “To bot, or not to bot” but instead is “Which bot?”, where do you start to find the answer? First, you must understand what large enterprises require in a chatbot, or a virtual assistant. Consider these 7 guidelines for choosing a virtual assistant for your […]

August 29, 1997; 2:14 am ET. Skynet, an artificial intelligence, becomes self-aware after just 25 days of being “alive”. What follows next is a war the world has never seen before. The action/sci-fi movie industry loves to make up stories – exaggerate facts – and, with a few exceptions, they don’t necessarily follow the laws […]

Cast a customer experience spell on your customers with a superior virtual assistant

Chatbots and virtual assistants are magical. 44% of US consumers prefer interacting with chat bots over humans for customer relations. There’s a simple reason why – virtual assistants can solve problems easily without any effort for the consumer, just like magic does in Harry Potter’s world. That’s why the Industry saw a virtual agent usage […]

How to find the best virtual assistant to meet your customer service needs

Chatbot – what a buzzword! They are everywhere, and it’s getting harder and harder to understand what they really are and what they are not. The lines are getting blurry as the media uses this word to describe simple scripts, intelligent and conversational versions; even “messaging” and “chatbot” are intertwined for some. That’s why it’s […]

To meet customer expectations, virtual assistants must be able to learn and grow smarter.

What do consumers want out of the customer experience? According to eMarketer, technology drives up consumer expectations, as customers increasingly expect fast, consistent and reliable experiences across all devices. They expect your brand to be all-knowing and always-available when it comes to serving them. But customers get frustrated with technology when they can’t find the […]

Make your virtual assistant a super hero for your business.

Wonder Woman is, well, wonder-ful. I like her because she has bullet-proof bracelets and a magical lasso that, wrapped around a person, forces them to tell the truth – both very useful tools in everyday life. Unfortunately, Hollywood super heroes aren’t real. Which is too bad, as today’s consumers could use someone to help them […]

As consumers become increasingly accustomed to having automated conversations, businesses must adopt artificial intelligence and natural language understanding to enhance customer service.

Over the past few weeks, you’ve heard our take on some of the key trends that were presented in Forrester’s “2017 Customer Service Trends: Operations Become Smarter and More Strategic” report. From self-service via IVR to smarter field service, we’ve witnessed in our blog series that customer service is working smarter. To continue the series, […]

Text messaging turns 25 years old in 2017 – but messaging has continued to evolve for customer service.

It seems like just yesterday when the small handful of cell phone users started typing short messages to the few friends who also had texting capabilities on their phones. Now, twenty-five years later, 8.5 billion text messages are sent every day in the U.S. Consumers are looking for more ways to communicate with businesses, including […]