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Blog Entry
Fully Automated Customer Service: The Myth and the Reality

37 percent of customers say they would prefer to get immediate assistance from a chatbot over waiting just three minutes for a human. We’re all becoming used to interacting with automation. In fact, we often prefer it. From Siri to Alexa to automatic bill payment, automation has become...


Blog Entry
3 Reasons Intelligent Automation Is the Future of Digital Finance

Where a finance and accounting (F&A) department sits in terms of digital maturity often reflects where an organization sits as a whole. As Sutherland’s SVP of Business Process Automation, Timothy Leger, previously explained , that’s because the modern-day Chief Financial Officer (CFO) is...


Blog Entry
Demystifying Customer Service Channels: How to Choose the Best Ones for Your Business

The word channels once meant something very simple. When I was a kid, it literally referred to the four television channels in existence: ABC, CBS, NBC and, of course, PBS — home of Mister Rogers and Sesame Street. Today, in the business world at least, the word channels has a...


Blog Entry
3 Awesome Benefits of the Amazon Connect + Helpshift Integration

We’ve got big news today at Helpshift! We just launched a new integration between Amazon Connect and our own digital customer support platform that you all know and love. We’re pretty excited about it, and we want you to be too, so we’ve put together a brief explainer to show you everything...


Blog Entry
Level Up Your Customer Experience With AI

In a world of on-demand delivery and television on tap, customers today are starting to expect near-immediate satisfaction in all aspects of their lives. And that poses an interesting challenge for companies trying to deliver to their customers’ satisfaction—how can you provide quick resolution...


Blog Entry
How to Leverage AI for Smart Customer Engagement

For many years, the hype surrounding artificial intelligence (AI) overshadowed its real-world impact. More recently, AI is delivering on its much discussed promise . This shift has resulted from an exponential increase in both computing power and available data. Today, 40% of marketing and...


Blog Entry
Artificial Intelligence and the “Creepy Factor”

Yesterday @Allen Lee , @Mike Gathright , and I hosted the #ArtificialIntelligence Interest Group session at Customer Response Summit, which yielded some surprising insights into how brands and business partners are leveraging AI to smooth the customer experience – often by focusing on the...


Blog Entry
Top 5 Benefits of Chatbots in Customer Service

Chatbots today should not be conflated with chatbots of the past: the technology is more advanced and the customer experience is likewise enhanced. Historically, the opportunity cost of a poor experience due to chatbots often outweighed the cost reduction component due to ticket deflection. But...