How AI can have the sensitive conversations your call center can’t
In a sensitive business or commercial transaction, would you rather have a conversation with a human or a computer? Human, you say? Well, perhaps not.BLOG
Why producing a problem is better than causing oneBLOG
In the fourth article in our behavioural science series, we get under the skin of two very different but useful pieces of research. The first examines semantic prosody, exploring the feelings evoked by words on top of their literary meanings. The second discusses the importance of reasons when influencing. Implemented together, your messages could pack a more persuasive punch.
Sustainable AI: A Brief InquiryBLOG
AI Sustainability refers to the overall development, application and implementation of artificial intelligence to achieve globally established sustainable development goals (SDGs). It's a hot topic in AI and understanding and research can help you make prudent decisions in both running models and ensuring the models you use are run in a responsible way, both ecologically and socially. This article covers AI initiatives, development, innovation and how sustainability is an inherent consideration for each.
Think Smarter Not Harder: Cognitive Load, Confirmation Bias and Mental AccountingBLOG
In the third instalment of our behavioural science guide, we highlight the role of cognitive load in the customer journey, as well as discussing the theory behind confirmation bias and bad mental accounting. Read on to learn how managing system 2 correctly can improve your customer journey.
Decisions on Auto Pilot: System 1, Customers and your BusinessBLOG
In part two of our five part series, Albert Evans continues his crash course in behavioural science. In this chapter, Albert discusses cognitive process and theory behind decision making, are you, or your customers, making decisions without even thinking? Read on to find out…
Behavioural Science 101: Influence Nudging and Choice ArchitectureBLOG
This first of a five-part series, Albert Evans introduces a crash course in behavioural science, starting with the importance of influence. Read on to discover why you should care about influence and 'nudging', and what this means for your customer journey!
ContactEngine awarded ‘Best SaaS Product for Customer Services / CRM’ at 2021 International SaaS Awards
ContactEngine awarded ‘Best SaaS Product for Customer Services / CRM’ at 2021 International SaaS AwardsNEWS
From bootstrap to acquisition and everything in betweenBLOG
Following ContactEngine's recent acquisition by NICE CXone, founder and CEO Prof. Mark K. Smith shares his entrepreneurial journey, and the key traits that have allowed ContactEngine to flourish into a successful tech business
ContactEngine awarded ‘Best AI Product in Telecom’ & ‘Best Innovation in NLP’ at CogX Awards 2021NEWS
ContactEngine recognised by CogX judging panel in two categories for its Proactive Conversational AI technology
Winning the customer in a post-Covid era – 5 things you should care about in your customer experience strategyBLOG
The evolution of customer service to an increasingly on-demand, self-serve online environment is nothing new, but Covid-19 has accelerated it dramatically. Here are 5 best practices to consider when adapting your own strategy
Proactive and Reactive: Symbiotic sides of the same AI coinWHITEPAPER
What's the difference between Chatbots and Proactive Conversational AI? ContactEngine Business Intelligence Manager Hargo Kalra defines and differentiates the commonly confused capabilities
If it quacks like a duck… the ethical implications of advancements in AIBLOG
Hargo Kalra discusses the ethical implications of advancements in AI post Microsoft's recent patent for 'creating a conversational chatbot of a specific person'
Re-establishing CX beyond CovidBLOG
Covid has changed people’s expectations of the way they interact with each other and with companies, which will only continue to evolve. In this article, we explore what these changes mean for customer journeys, which Covid behaviours may stick and which may turn out to be 2020 anomalies