CX trends: Marketers must ‘treat AI investments like any other financial move’
“The real value… isn’t in the tech itself, but in how it kicks up quality or efficiency,” says Julius Kontiola of design studio Kallan & Co.
“The real value… isn’t in the tech itself, but in how it kicks up quality or efficiency,” says Julius Kontiola of design studio Kallan & Co.
How is generative AI transforming the work of paid search marketers? We asked three experts to give us their views.
Email remains an important channel for marketers in 2023, with automation and innovation in artificial intelligence enhancing the effectiveness of campaigns. According to the DMA’s Consumer Email Tracker, 32% of consumers say they find email brand messages useful – a rise from just 15% in 2021. At the same time, however, new privacy measures and […]
With the impact of GenAI, voice search is experiencing a revival of interest. But a lack of reporting hints that voice isn’t a distinct category of searches.
From healthcare to travel, multiple industries are investing in generative AI technology in order to enhance products and services. Beauty and cosmetics is no different – an industry already at the forefront of innovation, where ‘beauty tech’ and virtual shopping tools are shaping an all-new type of customer experience. Now, generative AI – which […]
With AI-generated text and imagery more accessible than ever, fears about a new wave of spammy content appear to be coming to pass. What will the impact be on trust in search results? We asked the experts.
When people have a question, whether it’s about a hobby or a product recommendation, they often want to hear from other human beings – not content marketing, or worse, a banal AI.
From summarising consultations to diagnosis and drug discovery, we look at some emerging generative AI solutions in the sector.
Online travel agencies and startups are integrating with ChatGPT and Bard to enhance the travel planning (and potentially booking) experience, in an industry that still contains plenty of legacy technology.
While many businesses make use of online chatbots, the experience of conversing with one can be frustrating, particularly in a customer support context. Fergal Reid, Senior Director of Machine Learning at Intercom, and Nico Beukes, Managing Director at Yext, talk about the chatbots they are testing with generative AI and how they guard against errors.
Software company Intercom has been implementing generative AI in its customer support toolset. VP Customer Support Declan Ivory speaks to Econsultancy about what the tech means for the industry, from agent support and QA, to customer-facing bots and new human roles.