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Robot And Human Heart Hands Over Sun BL165 Insights 1440X864 BLOG

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.

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Why producing a problem is better than causing one

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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. 

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Collections: The Case for Collection Treatment Automation with Proactive Conversational AI

WHITEPAPER

This paper explores the collections industry's changing landscape and presents a proven solution for first party collections teams to recover outstanding consumer debt more efficiently whilst delivering better outcomes for consumers.

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Sustainable AI: A Brief Inquiry

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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.

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Are you thinking about sustainability in AI?

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ContactEngine is already carbon negative – but, following the noise around COP26, the threat of irreversible climate change provides a good reason to discuss sustainability in AI more generally.

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How to invest sustainably in AI

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There are plenty of good moral reasons to invest in sustainable AI businesses but increasingly now there are good business reasons to do so as well. But how do you identify the companies that are genuinely making a difference? 

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BL148 Insights 1440X864 BLOG

Think Smarter Not Harder: Cognitive Load, Confirmation Bias and Mental Accounting

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.

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Decisions on Auto Pilot: System 1, Customers and your Business

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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…

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ContactEngine awarded ‘Best SaaS Product for Customer Services / CRM’ at 2021 International SaaS Awards

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ContactEngine awarded ‘Best SaaS Product for Customer Services / CRM’ at 2021 International SaaS Awards

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From bootstrap to acquisition and everything in between

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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

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ContactEngine awarded ‘Best AI Product in Telecom’ & ‘Best Innovation in NLP’ at CogX Awards 2021

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ContactEngine recognised by CogX judging panel in two categories for its Proactive Conversational AI technology

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Winning the customer in a post-Covid era – 5 things you should care about in your customer experience strategy

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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

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Proactive and Reactive: Symbiotic sides of the same AI coin

WHITEPAPER

What's the difference between Chatbots and Proactive Conversational AI? ContactEngine Business Intelligence Manager Hargo Kalra defines and differentiates the commonly confused capabilities

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