Tag: chatbot

The world of financial services is changing – for the better. A multitude of virtual banking and payment options, cardless and accountless services, and now, Banking as a Service (BaaS) are making financial inclusion the norm instead of a privilege.

The number of local businesses harnessing AI technology has drastically increased in 2020, as customers look to drive their own experiences with brands and businesses through omnichannel strategies. However, the level of understanding around the best use of AI technologies, like chatbots, remains low.

Intelligent Automation (IA) is simply the use of new technologies to help organisations improve the way they operate. And it may be the ‘digital antidote’ to combating COVID-19 because it is so well suited to solving a number of the business challenges created by the pandemic.   

Businesses will have to embed innovation in their DNA to future-proof their operations for the unparalleled pace of technological change in what we refer to in our Tech Vision 2020 as the post-digital era. In the past, businesses with a unique asset could enjoy a competitive advantage and sweat that asset for ten, twenty or even thirty years before their competitors caught on.

The issue of digital disruption is currently at the forefront of business discussions across all industries, but is currently arguably most acutely being felt, and feared, in the Contact Centre industry. With Contact Centres at the forefront of both the interface between customers and the organisation and the cutting edge of new technology deployment, the imperative for Contact Centres to adapt to changing customer communication preferences is paramount.

While it has become easy to fall into the trap of only paying lip service to customer experience (CX), it is one of the most important aspects of doing business in 2020. But how can companies differentiate themselves when their customers have so many different and unique options available to them?

If you’ve ever felt stressed or anxious about business travels, know that you are not alone. In fact, experts have come up with a new term to describe this very common phenomenon. It’s called 'Permanxiety'. Coined in 2017 by global travel industry platform Skift, permanxiety refers to a permanent state of anxiety widely experienced across the world.

Digital innovation is accelerating in South Africa - from call centres using chatbots and automatic transcription to improve customer service, to financial advisors harnessing machine learning and data analytics, rapidly matching client and solution, and emerging use cases of Internet of Things (IoT) sensors and AR/VR training in the mining and manufacturing sectors.  

As digital transformation continues to evolve the business landscape, the market remains fiercely competitive for businesses and brands – especially when it comes to customer loyalty and retention. One industry where this rings especially true is aviation, where customers’ requirements for on-demand access to expert airline consultants must be met through a variety of channels when navigating their travel experience.

Online shopping has become increasingly popular amongst South African consumers. Convenience, competitive pricing, and a wide choice of products make online purchasing a no-brainer for tech-savvy shoppers, but retailers need to stay ahead of the curve when it comes to standing out against the competition.