Readying a chatbot for omnichannel customer service

Equipping your chatbot for the front lines of customer service is no easy task, and the work starts with defining its vocabulary and technical knowledge. The good news is that OEMs already possess much of the information needed to ready a chatbot for customer service—but assembling it requires data orchestration and analytics capabilities. By Andy…

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2020: What’s in store for field service technology?

Delivering superior customer experience (CX) is the mantra for field-service operations. As companies compete for market share and customer loyalty, technology will play an increasingly important role in the decade ahead. What might we expect in 2020 and beyond? By Andy Chinmulgund There are indicators that the service management industry could reach $5.9 billion by…

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Natural language processing can improve customer experience

Was your last interaction with a technical support phone agent positive? I recently spent more than two hours on the phone with an agent who was struggling to locate the right information and techniques needed to diagnose the fault with my oven. The outcome: the problem was not resolved and I’m planning to get back…

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How can service and support teams leverage digital twin technology?

As manufacturers strive to achieve better customer experience throughout the product lifecycle, digital twin technology provides the critical insights that post-sales teams need to enhance their capabilities while reducing costs. By Andy Chinmulgund Last month, we discussed how digital twin technology can help manufacturers improve their customer service capabilities. In this post, we’ll look at…

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How digital twin technology helps you win in customer service

By combining operational data with maintenance history, customer information, and a digital representation of a machine, manufacturers from consumer appliances to industrial equipment can implement predictive service, fast diagnostics, and minimal downtime. By Andy Chinmulgund Once the domain science fiction, the concept of digital twins has accelerated into reality in recent years thanks to the…

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Why data silos are hurting your CX scores

By integrating disparate databases and knowledge bases, service and support teams can become more efficient and enhance their customers’ experience By Andy Chinmulgund As customer experience (CX) becomes the new competitive advantage, it’s increasingly important that contact center and field service teams are equipped to collaborate so they can quickly resolve customer issues. However, when…

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