AI Search Blog Tips & Techniques on Building Relevance Into Your Apps Tue, 16 Aug 2022 12:32:35 +0000 en-US hourly 1,q_auto/v1652295415/ AI Search Blog 32 32 The Ultimate Guide to Intelligent Customer Self Service Tue, 16 Aug 2022 12:00:00 +0000

How would you rate your current customer self service? Humans are incredibly adaptable, and as each new generation has grown up into the tech landscape of their time, we have seen changes in how they use that technology. Millennials and Zoomers have been particularly adept at getting the information they want from digital means, even dismissing IRL teachers and mentors in favor of YouTube influencers....]]> 0
6 Must-Know Financial Services Trends for 2022 Thu, 11 Aug 2022 12:00:00 +0000

Trends in financial services over the last five years have focused on improving the lives of customers by adding mobile abilities and tailoring products and services to individuals. Those trends have evolved somewhat — from adding mobile payments in 2017 to invisible banking today and from personalization (showing content based on personas or on a user’s site history) in 2014 to hyper-personalization (showing content based...]]> 0
Turn Slack Swarming Into a Powerful Customer Service Tool with AI Wed, 10 Aug 2022 12:00:00 +0000

If you haven’t yet noticed, the Intelligent Swarming methodology* is catching on. The best evidence we have of this trend is the slow but steady adoption of collaborative, single-tier customer service models. Take the Technology & Services Industry Association (TSIA): 30% of TSIA member companies have flattened their customer service teams to comprise a single tier. That’s up 10% since 2016. At least in the...]]> 0
The Votes Are In: Coveo Keeps DX Human Tue, 09 Aug 2022 18:14:33 +0000

B2B marketers like to remind employees that businesses need to connect on a human level – rather than a product one. But we too often forget that. We get caught up in our ability to support mission-critical business objectives, reach our target audiences, and find anomalies in the customer experience. That doesn’t really even sound human. But “Trustworthy”, “Caring”, “Respectful”, and “Client’s interests first” all...]]> 0
Product Embeddings & Recommendations: The Ultimate Ecommerce Power Couple Thu, 04 Aug 2022 12:00:00 +0000

As discussed in our last article, product embeddings are an innovative approach to information retrieval and recommender systems that are uniquely tailored to ecommerce. But why should you care?  Product embeddings enable customers to find and discover highly relevant products based on intent and context by virtue of its ability to naturally capture a lot of the latent properties of products.  Product embeddings can be...]]> 0
140+ Customer Support Statistics to Build Your Business Case Wed, 03 Aug 2022 12:00:00 +0000

Looking for customer service statistics to make your argument about upgrading your support system? These days, companies don’t compete on products. Customer satisfaction and customer retention rely on a different aspect of your business: your customer service team. Your customer service team, sometimes referred to as customer success, is the face of your business to your customers. When it costs five times more to acquire...]]> 0
Why AI Is Needed For The Shift in Retail Banking Customer Journey Mapping Tue, 02 Aug 2022 12:00:00 +0000

In my best ominous television voice: every fifteen seconds, a retail bank or financial institution fails one of its customers. Okay, maybe it’s not that often. But somewhere, some poor customer is shouting into their smartphone this very moment, vowing to move their accounts to The Other Guy. It really does happen a lot: according to the Coveo Service Relevance Report 2022, 73% of consumers...]]> 0
58 Customer Experience Statistics Shaping Digital Strategy in 2022 Thu, 28 Jul 2022 12:00:00 +0000

Every year service leaders probe through organic search results looking for statistics to validate their customer experience initiatives of the year. Sometimes for validation, sometimes for inspiration but the hunt for statistics is always on.  Like pictures, numbers say a thousand words too. Every presentation deck has that one slide that’s filled with numbers, statistics, and other data points. After all, you can’t argue with...]]> 0
What is Natural Language Search? Wed, 27 Jul 2022 12:00:00 +0000

Search is a very complex problem hiding behind a very simple interface. From the earliest days of the internet, people have been trying to find web pages (documents, though they don’t always appear as such) that meet their particular intent. To do so, they go to a search box and type in a keyword or phrase such as “cat videos”, and out pops a list...]]> 0
Don’t Overlook the AI-Powered Employee Experience Competitive Advantage Tue, 26 Jul 2022 12:00:00 +0000

“How do I get a laptop to my employee?” Early in the pandemic, when companies talked about working in a digital world, that’s where the conversation started. As for where it goes next… Well, that’s a different story. The conversation is shifting away from digital workplace resilience and continuity toward employee productivity, said Chris McLaughlin, Chief Marketing Officer at LumApps at a recent webinar about...]]> 0