Maintaining and growing trust with AI comms
We are at the stage where AI is human-like enough to assist with elements of customer service and problem solving. For businesses that are investing in their AI capabilities, they need to make sure that everything they are doing is increasing the trust their customers have for them.
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How to use AI as a butler, not a stalker
BLOGA step-by-step guide that brands can use to get their customers used to being spoken to by AI and ensure their services remain trusted as they hand over responsibilities from humans to machines.
How AI can have the sensitive conversations your call center can’t
BLOGIn a sensitive business or commercial transaction, would you rather have a conversation with a human or a computer? Human, you say? Well, perhaps not.
Why producing a problem is better than causing one
BLOGIn 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 Inquiry
BLOGAI 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.
Are you thinking about sustainability in AI?
BLOGContactEngine 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.
How to invest sustainably in AI
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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Think Smarter Not Harder: Cognitive Load, Confirmation Bias and Mental Accounting
BLOGIn 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 Business
BLOGIn 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 Architecture
BLOGThis 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
NEWSContactEngine awarded ‘Best SaaS Product for Customer Services / CRM’ at 2021 International SaaS Awards
From bootstrap to acquisition and everything in between
BLOGFollowing 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 2021
NEWSContactEngine recognised by CogX judging panel in two categories for its Proactive Conversational AI technology
