Ken Arakelian’s stories

Me: “Alexa – what’s the temperature going to be today?” Alexa: “Right now the temperature is 56 degrees today in with cloudy skies.  Today you can expect clouds and showers with a high of 60 degrees and a low of 44 degrees. ” Me: “What about tomorrow?” Alexa: [blank stare] Me:  “Ugh – Alexa – […]

Today’s digitally savvy retail customer calls for convenient, quick and secure omni-channel service.

Technology is a major part of consumers’ everyday lives across the globe. In Australia, smartphone penetration is at 81 percent – making it one of the most connected countries in the world. The increased use of smartphones and other technologies is driving consumers to demand seamless experiences across all touch points. In particular, we are […]

Artificial intelligence and self-service can drive better customer experiences and reduce call center costs

Recently, Andy Mauro wrote that self-service solutions powered by artificial intelligence are bringing humanity back to customer service. Technologies like intelligent virtual assistants and conversational IVRs are creating a new standard for automated customer experiences. The goal is to eliminate consumer frustration with systems that easily recognize, understand and anticipate customer needs, delivering a better […]