Forrester Report: 2018 Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

Ease, effectiveness, and emotion drive great customer service, but top line growth requires professionals to keep an eye out on trends for truly determining improvements in quality of service. Download this report to learn 10 customer service trends Forrester Research has identified for 2018.

Discover which investments are critical and the advantages of:

  • Focusing on context and inquiry type to deliver the best customer experience
  • Using automation and AI to uncover new revenue streams and transform operations
  • Exploring new labor models to maximize human connections in a digital world

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CRM First: Laying the Groundwork for Outcome Focused AI

Most sales & service organization find themselves with a hodge-podge of different systems, applications and procedures. Every sale, every deal, becomes way too complicated, creating unnecessary delays and errors. They wish they could start all over with a clean sheet of paper and do it right the next time.

Well, welcome to the world of true omnichannel engagement, powered by CaféX and Microsoft Dynamics 365 with Live Assist.

Read Sheila McGee-Smith’s whitepaper on how the leaders in CRM & customer engagement combined forces to make it happen for District M

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Forrester Report: Artificial Intelligence with the Human Touch

Blend AI with Human Agents to Improve Both Customer and Agent Satisfaction

Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect.

See how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense.

Download the paper to learn three key recommendations on using AI to improve agent productivity, agent satisfaction, and customer satisfaction.

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Forrester Report: Artificial Intelligence with the Human Touch

Blend AI with Human Agents to Improve Both Customer and Agent Satisfaction

Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect.

See how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense.

Download the paper to learn three key recommendations on using AI to improve agent productivity, agent satisfaction, and customer satisfaction.

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5-Minute Guide to Natural Language Processing

An Intelligent Search Interface Understands the User

When you search on Google, or with Siri, or Alexa, you can be sure that the system knows that when you say “NJ” you mean “New Jersey.” But when you search for something in the enterprise -- on SharePoint, or in Salesforce, or even across multiple systems, if you can do that - does the system recognize the intent of your search?

Is your enterprise search system smart enough to make a connection between “NJ” and “New Jersey”?

Natural Language Processing (NLP) is about understanding the meaning behind the text, interpreting the user’s request, and matching the answer to the intent.

Download the Five-Minute Guide to Natural Language Processing to learn how text analytics and NLP help cognitive search systems deliver intelligent answers that drive user adoption and improve productivity.

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The Cognitive Step – How Search Will Improve

According to a 2016 survey conducted by Findwise, fully 45% plan to replace existing search technology before 2019 and over half have search-communities that self-identify as dis-satisfied. Are your information consumers losing confidence and talking about change?

To operate successfully in a world where decisions are increasingly data-driven, you need to engage and reward consumers with new ways to find and discover. Fortunately, there is a path that helps a decision maker act with increasing certainty - with demonstrated time-to-value.

Download Attivio’s The Cognitive Step - How Search Will Improve for a comprehensive review of how search is evolving to be more cognitive. Focusing upon the central forces that will make search experiences better, this white paper explains why capabilities such as machine learning, natural language processing, and text analytics will make your organization more efficient and effective with information.

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5-Minute Guide to Cognitive Search for Risk Avoidance

How to create a holistic view of risk in your organization

If you had comprehensive, scalable, automated monitoring of communications across every channel, would you be more confident in your risk mitigation efforts? Whether the initiative is Anti-Money Laundering, Know Your Customer, or Communication Monitoring, you need a holistic view of risk in your organization. Cognitive search combines AI technologies such as natural language processing, text analytics, and machine learning to create a comprehensive view of your customers, communications, and risks, all with best-in-class security.

Download the 5-Minute Guide to Cognitive Search for Risk Avoidance to learn how AI-powered solutions give you the power to protect your brand.

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5-Minute Guide to Search-Based Applications for Financial Services

How enterprise search can give your financial services firm a competitive edge

Download our Search Based Applications for Financial Services 5-Minute Guide to learn how enterprise search can give your financial services firm a competitive edge in these three vital ways:

  • CUSTOMER RETENTION AND UPSELL - Provide a 360 degree view of the customer that unifies all sources of information.
  • eCOMMUNICATIONS SURVEILLANCE - Enable holistic monitoring that reduces risk and protects brand value.
  • SALES AND TRADING ACCELERATION - Delivers a superior information discovery solution with exceptional time-to-value.

Get your copy of Attivio's Five-Minute Guide to Search-Based Applications for Financial Services now.

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5-Minute Guide to Cognitive Search for the Life Sciences

Accelerate research and create opportunities with AI technologies

There are many unique and exciting opportunities to leverage cognitive search for innovation in life sciences. By harnessing massive amounts of disparate information – from any type of source, public or internal – companies in the life sciences can:

  • Accelerate scientific research for drug discovery
  • Surface innovative new uses for off-label drugs
  • Empower sales teams with a complete view of customer interactions.

By combining AI technologies such as natural language processing, text analytics, and machine learning, cognitive search delivers the answers and insights that help drive innovation for research-focused organizations.

Download the 5-Minute Guide to Cognitive Search for the Life Sciences to learn how AI-powered search accelerates research, increases therapeutic innovation, and uncovers hidden opportunities for pharma and biotech organizations.

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5-Minute Guide to Machine Learning

All search at some point can be reduced to math. But understanding relevance based on context and intent is a math problem of a much higher order than simply returning all the documents that contain a keyword or phrase. Whether we look at Google's page-ranking system, or customized product recommendations from Amazon, machine learning is widespread.

Download our whitepaper to learn about the benefits of machine learning, and how Attivio can help guide its effective implementation.

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