Customer Service today needs omnichannel support. How can contact centres keep up and improve their ROI?

Posted by Zoe Ang on 10 October 2019

As more digital channels are established, contact centres also have more channels to manage. Today, most teams do not only comprise “call-centres” but also manage queries and requests through other channels such as emails, applications, websites, and social media platforms. How can businesses improve their returns on investments in the customer service divisions today? 

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E-commerce Marketplace’s Action Plan to Upscale in Southeast Asia

Posted by Zoe Ang on 27 September 2019

Southeast Asia's booming market is immensely appealing to businesses within and outside of the region. The region comprises a medley of people with different cultural background, socio-economical progressions. How should e-commerce navigate this unique market?

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The Market Adoption of Chatbot Solutions

Posted by Zoe Ang on 13 September 2019

In 1994, ELIZA was the first “Chatterbox” to be developed by Joseph Weizenbaum at Massachusetts Institute of Technology (MIT). Since then the Chatbot Industry has been evolving and improving alongside the technology development. Today, one in five businesses are using intelligent assistant or chatbotsWhy did these companies adopt the Chatbot solutions?  

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Am I Chatting with a Human or an AI? How Live Agents Help with Chatbot Implementations

Posted by Zoe Ang on 29 August 2019

Digital transformation is exciting - as a solution provider, we get it. It is no wonder we idealize the digital era, it's almost like the American Dream; people who believed in it, believed that anything is possible.

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Bring on Your AI Game to Finance Services

Posted by Zoe Ang on 25 July 2019

The technology revolution has been shifting the landscape in financial sectors – with the rise of Fintechs, Blockchains and Cryptocurrencies threatening the existing models of the traditional institutions. Many traditional institutions realized the importance of, and have taken steps to adopt big data strategies. Being in a competitive space and also one of highest data generating industry with big guns, CEOs and other top managements are eager to embark on technology growth strategies. Over 80% of financial service firms expressed that they are planning (26%), trialing (36%) or have fully deployed (22%) AI, bots and ML in their business (Source: Deloitte). What are some AI and robotics applications which are transformational for each aspect of finance and banking businesses?

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