Generative AI, Chatbots, and Customer Relations

Interview with Pierre-Eric Marchandet, CTO at DialOnce, Specialist in AI for Customer Relations ” At DialOnce, we have been working on our proprietary language model for nearly 10 years, specialized in customer relations. We have standardized a framework for classifying intentions and contact solutions. When we integrated our model with generative AI, we achieved results… Continue reading Generative AI, Chatbots, and Customer Relations

Banks: improve the customer experience by increased use of digital technology?

Mobile application, website, visual IVR, or even Chatbot; there are plenty of digital tools available to support banking organisations delivering customer relationship management. However, how can they derive business benefit from these new tools without compromising their customer base? A study conducted by Eptica on the subject of customer […]

The Visual-IVR: breaking the silos of customer care

Because building up a customer loyalty – now volatile – costs 5 times less than acquiring a new one, companies have realized the importance of changing and animating the relationship with their customers. While (usually!) they master their outbound contact process via loyalty programs and calculated sollicitations, the sensitive time is […]

The top 7 Contact Centre events in France

What can be better than to focus on events dedicated to customer relationship management and the improvement of the customer experience. Here is a selection of the 7 events you should not miss: 1. Salon Stratégie Clients Twitter: @strategiec Website: www.strategieclients.com Dates: 10-12 April 2018 Location: Porte de Versailles, Paris Format: Stands, conferences, round-table events… Continue reading The top 7 Contact Centre events in France

Digitising phone calls : the win-win gamble over customer relationships

Delivering quality service is a key challenge for all those involved in customer relationship management. However, this observation is crying in vain in contact centres : wait times are getting longer, call centre agents have less and less time to deal with incoming call requests and quality is getting worse. 67 % of French people… Continue reading Digitising phone calls : the win-win gamble over customer relationships