As we look back on the past year, it’s hard not to reflect on the many challenges and surprises that 2022 brought. But through it all, the Humley team has remained dedicated to developing and implementing our cutting-edge conversational AI solutions.
Delivering this level of service customers is not always a simple task and contact centres are faced with a wide variety of challenges, which have in part been compounded by the pandemic of 2020, which has changed working practises and consumer habits. Additionally, the recent economic crisis which is driving individuals to seek roles with more opportunities, flexibility and better pay, a trend which is more frequently being referred to as ‘The Great Resignation’. This article explores 3 of the more common challenges faced by contact centres today and how technology can be used to help businesses to overcome them.
The last year has hardly been smooth sailing for businesses, with global and local events taking their toll – from the cost of energy and inflation increasing operational costs to the same factors decreasing consumer purchasing. All these factors and the unpredictability of the financial markets mean that organisations are now seeking ways they can deliver efficiencies and savings to ensure their survival.
The way in which brands support their customers at all stages of their life cycle has always been a fundamental part of a business’s strategy, however in recent years the way consumers expect to receive that support and information have changed. So, the question for organisations is, how can they adapt and evolve their existing customer service processes to meet expectations and ensure retention?
The question for many businesses is how they ensure that agents have the knowledge and information they need to support customers regardless of where they are in their training cycle. Conversational Assistants could offer a solution.
Whilst the benefits are clear, the change might not work for all industries and there are still concerns regarding increasing demands on services and how organisations would be able to meet these with fewer resources 5 days a week. So, the question for businesses is, how can they do more with less? Intelligent Automation could offer a solution, enabling businesses to run services and processes 24/7 with minimal human support.
Self-service is generally not a new concept in the world of retail and customer support. In fact, a survey conducted by Zendesk found that 67% of consumers now prefer to resolve their requests or issue without speaking to a company representative.
How do organisations select the best technology for them? With the vast array of solutions on the market, it can be difficult to ‘see the woods from the trees’. Broadly speaking (although important to note there are exceptions), within the Conversational AI space technologies can be defined by two core attributes – ease of use and technical functionality. Both have their benefits.
How do organisations expand the capabilities of their Live chat solution to deliver not only reduce the pressure on contact centre and support teams but also exceptional customer experiences?
For organisations who are just starting on their journey with Conversational AI Assistants, the below provides some useful insight into 5 key business functions where the technology can be deployed to deliver transformational benefits.
The ideal customer experience hasn’t changed that much, in its essence the best experience is the one where the customer reaches their desired outcome with as little friction as possible (Hubspot). What has changed is, how customers reach that outcome and how organisations deliver it.
Puzzel, the leading European provider of cloud-based contact centre solutions, today announced its partnership with innovative UK provider of Conversational AI solutions, Humley. The addition of Humley to Puzzel’s marketplace will enable businesses to transform their customer experience through enhanced self-service.
The past 2 years have seen the increasing adoption of chatbots and Conversational AI technology, with more customers adopting digital communication channels as a result of the pandemic. The below highlights some of the biggest trends in the space for 2022 and beyond.
Hyper Automation is starting to become one of the key terms cited by both analysts and businesses alike. However, as with any new terminology, particularly within the automation space, there is still some confusion over what it is and why it is important.
Further to our recent partnership announcement with global digital solutions company, Ciklum, we sat down with Ciklum’s VP of Intelligent Automation & Conversational AI Specialist, Faisal Iftikhar & Caroline McMenamin, and Humley’s CEO Adam Harrold to discuss the future of intelligent automation, RPA, and Conversational AI.
With so much investment being made by businesses and the fundamental role that pensions play in helping employees prepare for their future, the question is how do organisations increase engagement in pension schemes?
Humley and Blue Prism today announce the expansion of their capabilities in the front office with the launch of the Digital HR Assistant. An intelligent chat interface that delivers enhanced employee experiences through enabling 24/7 support and actionability.