Rulai News and Views

Can Artificial Intelligence Improve Customer Service?  3 Metrics to Watch

Posted by Jim Diaz on Jul 7, 2017 12:05:00 PM

Thanks to technology, customer service is a highly measurable activity that generates an incredible amount of data. You can produce endless reports that detail contact rate, call volume, chat times, resolution rates, interaction counts, etc. However, with so much data available companies often get caught up in metrics instead of focusing on their meaning.

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Topics: Customer Support Processes

Why You Need an AI Chatbot That Can ‘Talk’ to Your Customers

Posted by Jim Diaz on Jun 26, 2017 9:42:00 AM

From live customer service agents to chatbots

Over the past few years, advances in voice processing and machine learning have made it easier for software to understand conversational language. As a result, conversational interface (“CUI”) technology is becoming ever more commonplace—just look at the rise of consumer-focused chatbots like Facebook’s Messenger, Apple’s Siri, and Amazon’s Echo.

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Topics: Artificial Intelligence, Improve Customer Service

[Video] Will AI Chatbots Replace Contact Center Agents?

Posted by Jim Diaz on Jun 21, 2017 2:51:36 PM

Right now there’s a lot of media hype about AI chatbots. If you believe everything you read, you might start worrying that chatbots will eventually lead to contact center extinction.

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Topics: Artificial Intelligence, Chatbots

The Future of Exceptional CX: Rulai’s Interview with CRMXchange at ICMI Conference

Posted by Jim Diaz on Jun 20, 2017 3:09:25 PM

A few weeks ago, Rulai attended the 2017 ICMI Contact Center Expo in Orlando, FL, focused on the theme of “Delivering Exceptional Customer Experiences (CX) in a Complex and Changing World.”

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Topics: Improve Customer Service, Artificial Intelligence

Rulai's "Low Code" Chatbot is Featured on Techcrunch

Posted by Jim Diaz on May 25, 2017 1:56:31 PM

Today, Techcrunch published a feature article about our cutting-edge Interaction Design Console for creating an enterprise chatbot and how it's a game-changer in the industry. Notably, they called out one of the ways that Rulai is at the forefront of industry trends:

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[Video] What's Included in the Enterprise's Ultimate CX Chatbot?

Posted by Jim Diaz on May 18, 2017 7:11:00 AM

The interplay of AI with the specific domain expertise of humans is a critical component of unleashing the full potential of CX chatbots to perform first contact resolution across the full spectrum of a company's customer support use cases.

Right now, the team at Rulai is publicly demonstrating our new Interaction & Design Management Console. It's exciting because it's really a breakthrough product that empowers customer experience (CX) managers to take control of their very own branded virtual customer assistance, imparting their domain expertise directly into each use case task creation and dialogue workflow.

We've created a video that captures some of the highlights of this powerful tool. Check it out to see our user interface (UI) in action!

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Topics: Customer Support Processes, Artificial Intelligence

5 Questions to Ask an AI Chatbot Provider

Posted by Jim Diaz on Apr 27, 2017 10:11:54 AM

Despite so many benefits to deploying chatbots, many companies hesitate when the time comes to rolling one out. What holds them back? Not knowing where to start. With numerous providers on the market, picking the right one is a tough decision. To help make the process easier, we’ve put together this handy list of the top 5 questions to ask chatbot providers as you’re weighing your options.

 

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Topics: Improve Customer Service, Customer Support Processes, Artificial Intelligence

Should Your CX Roadmap Include a Facebook M Chatbot?

Posted by Jim Diaz on Apr 19, 2017 7:21:00 AM

There was a lot of buzz last week when Facebook rolled out suggestions from M--its AI-powered virtual assistant--to all Messenger users in the US. 

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Topics: Artificial Intelligence

3rd Gen Virtual Assistants Enable Interactive Customer Conversations

Posted by Jim Diaz on Apr 4, 2017 2:14:05 PM

For the past 30+ years, software has been built using graphic user interfaces (GUI), which enable users to control applications by selecting, pointing, and clicking. However, recently all that has begun to change with the rapid development of conversational-based user interfaces (CUI).

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Topics: Artificial Intelligence

Not All AI Chatbots are Equal: The 3 Generations of AI Chat, Part 2

Posted by Jim Diaz on Mar 21, 2017 2:59:36 PM

In this two part series, we’re taking a closer look at AI chat and how it has evolved over the generations. Specifically, we’re talking about chatbots designed to serve businesses—in other words, virtual assistants.

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Topics: Artificial Intelligence

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