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Elizabeth Tobey - 1 Tobey - 1 John Willcutts - 1 Willcutts - 1 aren't - 1
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☆ Why conversation is at the heart of an excellent customer experience
  + stars: | 2023-11-16 | by ( Sponsor Post | Created Insider Studios With Nice | ) www.businessinsider.com   time to read: +6 min
NICE Enlighten, a purpose-built AI for customer experience, has operations, agents, and customers covered across the end-to-end customer journeyAI chatbots that understand and respond to customer emotions can be used to personalize the customer experience and provide expedited resolutions. Conversation as a means of delivering exceptional customer experience (CX) has reached a tipping point in today's modern business landscape. This mismatch between consumer expectations and business capabilities is a significant opportunity for generative AI to improve the customer experience. The future of conversational customer experienceAlthough AI has the potential to revolutionize the customer experience, it is not without its drawbacks. These chatbots can be used to personalize the customer experience and provide expedited resolutions to customer problems.
Persons: Elizabeth Tobey, Tobey Organizations: NICE, CX, Insider Studios
☆ Why purpose-built AI is key to improving customer experience
  + stars: | 2023-09-21 | by ( Sponsor Post | Created Insider Studios With Nice Analytics | ) www.businessinsider.com   time to read: +6 min
This means the customer experience starts earlier than ever before — and how companies engage them in this first point of contact is crucial. That's where purpose-built AI solutions help: AI that is specifically designed and developed for a particular application or task. The key to empowering customer self-service is a customer experience built around removing friction in their journey. If a sales agent can't efficiently solve the customer query, the customer experience suffers — no matter how friendly or approachable that sales agent may be. Creating an extraordinary customer experience across touchpointsEvery customer interaction matters, so earning their loyalty and trust is paramount to business success.
Persons: John Willcutts, Willcutts, aren't Organizations: NICE, Insider Studios
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