The digitsation of customer contact means that organisations are looking for new ways to organise webcare and customer service as efficiently as possible. The role of service employees is changing drastically and the skills required for this [...]

By 2021 15% of all customer service interactions worldwide will be handled completely by AI. Does this prediction by Gartner, the world’s leading research and advisory company, mean that customer service employees have to worry for their jobs? [...]

As soon as a company decides to implement a chatbot in their service process, the actual development of the chatbot can be completed in a matter of weeks. But what happens when the chatbot sees the light of day? When it encounters customers [...]

Sometimes it takes a while to find the right way to measure your brand reputation, which is why there are many different options for this. In this article, you’ll discover what the OBI RepScore has to offer as well as a number of examples of [...]

(Nederlands) Chatbots en artificial intelligence; iedereen heeft er wel eens van gehoord, maar wat is het precies? Speciaal voor professionals die te maken hebben met artificial intelligence of werken met chatbots hebben wij deze Chatbot & AI [...]