The line between the digital and physical workplace continues to blur. Digital technology has become essential as the COVID-19 pandemic forced businesses to employ remote workers, and will continue to…
Do you use Slack? Probably; as of 2019, the popular instant message provider reported 10+ million daily active users in 150+ countries. It’s such a household name that the term…
Are all support ticket processes created equal? Sadly, no — looking through social media posts is a fast enough way to see that getting help is a complicated matter. Customers…
After working at Coveo for the last six months, I must say that it is the best place to conduct machine learning experimentation and develop concrete AI solutions for businesses.…
Employees are returning to physical offices after more than a year of Zoom meetings and the nine-to-five grind stretching into more of an all-day-and-night grind. This return is prompting both…
Health insurance executives understand the importance of relationships. In an industry where the primary commodities are trust, security, and protection, an insurance provider’s ability to acquire and retain customers often…
In our previous piece, we explained how your customer service agents could benefit from an insight panel. From helping them find the right information faster, to knowing what a customer’s…
The customer service agent’s job is getting more difficult. By the time customers contact an agent, they’ve probably been routed through several other self-service alternatives that didn’t work. As a…
The promise of automatic synonym detection is a key feature request of most search architects. After all, who wants to dig around in query logs trying to figure out all…
You read the Gartner Magic Quadrant for Insight Engines1 every year to wrap your brain around what’s best when it comes to enterprise search. You might have even started implementation.…
