How do you know if your customers will stick around? Hard truth: you don’t. Humans are incredibly emotional and intuition-led. However, as a group, our actions can be predicted through our social influences and feedback loops ..read more

Late last year, hackers breached identity and access management company Okta and stole sensitive information about nearly 200 of its customers. It was a devastating breach for the company, which is in the business of keeping data private and secure. And it all started in the customer service department.  ..read more

Call center automation is a silver bullet solution to a lean cost structure and elevating your customer experience. In case you didn’t know, the average call center misses 200 calls per day, has a first contact resolution rate of 70–75%, and spends an average of 5 minutes and 2 seconds on one call.  ..read more

It’s not enough to say you’re integrating AI and automation into your business. You need to understand the difference between solutions that are going to make your customer service extraordinary and solutions that will leave you in the dust behind your competition ..read more

In 2023, an explosion of breakthroughs in AI and large language models (LLMs) ignited new advances across industries. For customer service in particular, AI is offering companies the opportunity to tackle longtime customer service challenges — like how to connect with customers in a wide variety of languages — and create richer, more personalized customer experiences that would’ve been unimaginable just a few years ago.  ..read more

Investing in a powerful AI-first strategy for ecommerce is a non-negotiable. It’s a key customer experience driver, and 94% of customers are more likely to buy from a brand that delivers a great customer experience ..read more

No matter what business you're in, the bottom line is always top of mind — and keeping it healthy means making more sales. But with budgets tight and competition fierce, hiring additional sales agents may not be an option. Luckily, conversational AI software offers many benefits for companies looking to increase conversions and boost revenue without driving up costs.  ..read more

Call center automation and virtual call centers are not mutually exclusive. You need both a virtual call center and AI-powered call center automation tools to be future-ready. Your customers agree — latest data shows 43% of customers believe voice-based AI will change how they purchase from brands in the future. In fact, your competitors are already making the move to implement AI in their contact centers ..read more

We’re fresh on the heels of our second in-person Ada Interact and suffice to say we are thrilled. The event took place November 15th at The Pearl in San Francisco’s historic Dogpatch neighborhood, kicking off with a welcome party at LUMA Hotel’s Cavaña the night before.  ..read more

In today’s business landscape, data is power. Data enables companies to interrogate their own operations, glean game-changing insights, and when paired with AI, make impactful predictions that can help pave the way to success.  ..read more