Author: Howard Williams

Out of the IVR Frying pan, Into the Chatbot Fire?

The battle between chatbots and IVR is coming to a head. Until now, customer service routing has predominantly been the job of IVR (interactive voice response) technology. But now chatbots are threatening to take over the role of primary customer...

How the Online Checkout Journey is Changing

Artificial intelligence, biometric authentication, and voice recognition are all starting to seep into our everyday lives. As these advancements mature, they affect the ways we interact with the world. The ways we shop, pay, and communicate are all undergoing changes...

Keeping up With Customers’ AI Expectations

Forget keeping up with the Joneses, today it’s all about keeping up with Artificial Intelligence (AI). AI assistants now live in our back pockets, and smart speakers now run our homes. This makes home life simpler and smarter than ever before....