Delivering analysis and trends for the customer care community

Blog

The WDS blog delivers analysis into some of the key trends shaping the customer service experience, providing valuable insight for the customer care community.

Teaching machines to hold a conversation

Teaching machines to hold a conversation

Before digital self-care tools can interact with your customers, they need to understand what’s being said. By the age of six, most children can understand not only spoken language, but also its subtle complexities like ambiguity, novel words, and non-literal expressions. Whilst children are able to understand the nuances of spoken language, technology’s ability to detect the same linguistic intricacies, is largely still in its infancy.

What is machine learning anyway?

What is machine learning anyway?

Increasingly customers are turning to digital channels to support them in their daily lives and in a world where concepts like the internet of things are fast becoming a reality; machine learning has emerged as a key player. But what is meant by “machine learning”?

Nobody reads the manual, so neither should virtual agents

Nobody reads the manual, so neither should virtual agents

Mirroring the best customer care interactions with both customer convenience and operational cost efficiency in mind is no mean feat. We know that in order to cater to the next generation of customers, our customer care systems need to be more intelligent. But just how intelligent do they have to be?

Tapping into your contact center’s intelligence

Tapping into your contact center’s intelligence

Today, 65% of the relationship between customers and brands is through voice, that is, shaped by costly contact center interactions. However, if you take a moment to consider the inverse, 35% are non-voice via email, web-chat and social; all of which have the potential for automation, for maximum support accuracy and consistently.

New Xerox virtual customer care agent learns like we do

New Xerox virtual customer care agent learns like we do

The new WDS Virtual Agent manages customer care interactions by analyzing data and learning from its human colleagues. Silently listening, it detects how human agents diagnose customer problems and offer solutions. In doing this it quickly develops the intelligence it needs to understand and solve customer queries itself, without having to be programmed.

Get your care environment on-board with your organizations innovative spirit

Get your care environment on-board with your organizations innovative spirit

As you seek to irradiate the infamous “we’ve always done things this way” statements in parts of your organization, it makes perfect sense to carry this through to the customer-critical support activities. Customers see organizations as a whole, and not as the siloed operations they often are behind the scenes. Therefore, when one part of a brand … Continued

The self-care fall back paradox and customer effort

The self-care fall back paradox and customer effort

Customers who had to engage with a care channel more than three times in any six month period were x6 more likely to be at risk of switching brands With organizational demands, evolving customer expectations and a generational shift, it is unsurprising that many companies have jumped to embrace digital, self-service care channels as a … Continued