The Case for Case-Based Reasoning
AI Reasoning Guides Customer Service When it comes to knowledge technologies for customer engagement, Case-Based Reasoning (CBR) tops the list in guiding not only search but also decisions and process.…
Posts filed under knowledge
February 5, 2019
June 8, 2017
The US and the UK: Arguably divided by the same language, but undoubtedly united by the same contact center agent pain points
George Bernard Shaw famously said that the US and England were divided by a common language. He would not say the same about contact center agents—CSRs in both geographies are…
December 13, 2016
Desperately seeking findability
I’m not a big fan of Madonna’s acting talent—I have not even seen any of her movies. However, I get reminded of one of her 80’s movies titled “Desperately Seeking”…
June 23, 2016
No more IVR music? Music to my ears!
According to Accenture’s Global Consumer Pulse Survey, being “put on hold for a long time” was extremely frustrating or frustrating for 84% of consumers surveyed. As though waiting for the…
November 22, 2015
With a shopper engagement hub, you can thrive on Black Friday, Cyber Monday, and even Social Saturday, Tablet Tuesday, or Anything Any day
If you are a click-and-mortar retailer, why would you not want your cash register to ring loudly on any one of these days? You can even have hybrid blockbuster days…
The US and the UK: Arguably divided by the same language, but undoubtedly united by the same contact center agent pain points
George Bernard Shaw famously said that the US and England were divided by a common language. He would not say the same about contact center agents—CSRs in both geographies are…
Desperately seeking findability
I’m not a big fan of Madonna’s acting talent—I have not even seen any of her movies. However, I get reminded of one of her 80’s movies titled “Desperately Seeking”…
No more IVR music? Music to my ears!
According to Accenture’s Global Consumer Pulse Survey, being “put on hold for a long time” was extremely frustrating or frustrating for 84% of consumers surveyed. As though waiting for the…
With a shopper engagement hub, you can thrive on Black Friday, Cyber Monday, and even Social Saturday, Tablet Tuesday, or Anything Any day
If you are a click-and-mortar retailer, why would you not want your cash register to ring loudly on any one of these days? You can even have hybrid blockbuster days…