According to Econsultancy’s 2018 Digital Trends report, organisations are investing more than ever in design, in order to boost their brand image and differentiate themselves from the competition.
FaceMe is now the second New Zealand company to release a humanoid chatbot that can speak the AI-generated text, all while reacting to the customer’s every expression, and displaying their own emotions.
The Australian Government’s Notifiable Data Breaches scheme came into force on 22 February 2018. It requires any organisation regulated by the Australian Privacy Act to notify individuals affected by a data breach that is likely to cause them serious harm, and also to notify the Australian Information Commissioner.
Deep learning expands on machine learning by allowing intermediate representations of data to solve complex, data-rich business problems.
- Many brands still do see agents as critical to delivering a good customer experience.
- Contact centre agents expect the demands placed on them by customers to increase.
- Agents want a more flexible working environment, better training, and data-driven feedback, all of which need the right technology.
- Australian company Flamingo, which offers artificial intelligence-based customer service assistants, has gone from startup to ASX listed company worth $42.4m in three years.
- New Zealand startup, Cove Insurance is introducing the first insurance product to be fully managed by chatbot.
- Chatbots are being trialled for the provision of end-of-life counselling
- The possibility is emerging of creating a chatbot that can mimic a real person enabling them to ‘live on’ after death
- US company Pullstring is to offer software that will facilitate the creation of conversational agents that could mimic a deceased person if fed with information about their life.
- The Philippines contact centre industry estimates it will need to train 73,000 workers annually for higher skilled roles.
- Philippines contact centre revenues are tipped to double to $US20.4b by 2022.
- 84 percent of New Zealandersfeel ‘unaffected by their experience’ as customers.
- When it comes to enchanting New Zealand customers, ANZ, AA Insurance and Air New Zealand take the top honours.
- Kantar TNS New Zealand says the key to customer enchantment is to cut through complexity.