Agent.AI – Customer Service with the AI Bot

by Thomas Wieberneit | Jun 29, 2017 | Analysis, Blog

Earlier in June I had the opportunity to talk to Barry Coleman, CTO of Agent.ai, an about 2-year-old company at the time of writing this. The company spun off of manage.com, a very different business that enable the delivery of in-app advertisements. In order to...

Call Center and Soccer: Two of a kind

by Thomas Wieberneit | Jun 2, 2017 | Blog

One of the eternal problems in a call center is getting an enquiry routed to the right agent. This is doubly true in a mobile world that demands conversational support in near real time. Add to this the fact that most customers seeking support already failed to find...

DRU Assist – A Customer Experience

by Thomas Wieberneit | Mar 30, 2017 | Blog

A few weeks ago Domino’s Pizza announced that they introduced conversational AI capabilities in their ordering process to enhance the customer experience. DRU Assist, a Virtual Assistant that is powered by Nuance Technology’s Nina Intelligent Virtual Assistant...

Customer Service beyond the Chatbot Hype

by Thomas Wieberneit | Mar 6, 2017 | Blog

2016 has been predicted to be the year of conversational commerce, and I’d say that this prediction largely held true. Conversational interfaces have become more and more mainstream, and their support by AI and bots has become all the rage. While people more and more...

Mass Distraction – The Case for a Consolidated Marketing Platform

by Thomas Wieberneit | Mar 4, 2017 | Blog

These days, customer experiences increasingly need to be delivered with the help of technology. This does not mean that direct interactions and people are no more important in marketing, sales, or service; on the contrary, but that an increasing number of customers is...