Skip to content
Below is a real life situation. It happened at lunchtime on Sunday. A customer of our client had a problem with one of the products they purchased and this is what they said to our AI Chatbot: —> “Its says device offline” Nothing more, not even the name of the product or more details. Think […]
Customer service and support – Case Study. Read Post »
AI will start doing more and more processes, procedures, tasks that various people do in an organization. A “job” is a nebulous term. All jobs have job specifications. These job specs change regularly in line with organizational requirements. Even the methods of doing the tasks changes. From a technological and AI viewpoint, these “jobs” will
AI Won’t Take Jobs Read Post »
If you have a query with your supplier they typically implement customer support/customer care as follows:Large corporations use a multi-channel approach: Generally you will phone the call centre, or send an email or WhatsApp or fill in a form on their web site. All queries go to their ERP/call centre system/CRM. Someone will pick up
Customer Call Centres Read Post »
There is an interesting article entitled“Good service is proactive: A new standard for customer experience” published in Bizcommunity: https://www.bizcommunity.com/article/good-service-is-proactive-a-new-standard-for-customer-experience-626931a The author, Bruce von Maltitz, states: “For many organisations, customer experience (CX) is still reactive – a customer has a query, a ticket is logged, and an agent responds. Even when this process is efficient, it’s
Good service is proactive: A new standard for customer experience Read Post »
You are an expert on your business. You and your staff supply expert advice on your products and services to your customers.It’s what differentiates your business from your competitor. So how can an Expert AI system help you win, help you do better than your competitors?An Expert AI system can answer general customer queries in
The Expert AI System Read Post »
If you are three times as productive as your competitors, if you can do a job four times as fast, will your sales and profits increase?Silly question! So why don’t you do so? Let me give a short anecdote from yesterday. We have a small conference and training venue in Ferndale. We worked out a
How Productive Are You? Read Post »
The company is a swimming pool retailer. They sell equipment to repair pools, filters, cleaning equipment and chemicals. The pool industry in South Africa is very competitive: large chains, hardware companies and specialised pool businesses all compete against each other. It’s a cliche to say that the difference is service, but it’s more true than
There’s a retailer I buy from occasionally. Yesterday I saw their Facebook advert saying send a WhatsApp to <xxxxx> for daily specials. The reason I saw the advert was because I was considering buying something and remembered they also supply it, so had visited their Facebook page. I sent the WhatsApp yesterday at 8:56am.I received
What a Waste of a WhatsApp Read Post »
The answer is slowly and carefully.Most big businesses ignore this advice and are spending millions on the most expensive consultants and then designing expensive software that will never work and be overtaken by better technology before it is implemented. Who remembers the early days of e-commerce? Around the year 2000, Standard Bank spent millions creating
How do you start your AI journey? Read Post »
Meta recently commissioned Forrester Consulting to study how consumers experience generative AI.One key finding stood out:👉 “Consumers’ top challenges with genAI are receiving incomplete answers and an inability to answer their questions. Nearly half of the consumer survey respondents who have interacted with a genAI chatbot or automated chat complained that it was unable to
MAXIMIZING AI AGENT POTENTIAL FOR CUSTOMER ENGAGEMENT Read Post »
