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• Report Case Study: SBI Card Transformed Digital Customer Service With Targeted Automation

  December 14, 2020 | Vasupradha Srinivasan, Arnav Gupta

  Leading Indian credit card and financial services provider SBI Card transformed its end customer experience (CX) with targeted AI and automation initiatives. SBI Card put together a mix of...

• Report The Conversational Chatbot Buyer's Guide

  Decipher AI/ML Buzzwords To Understand The Features That Really Matter

  May 20, 2020 | Vasupradha Srinivasan

  Most organizations today have dedicated experience and strategy teams that own chatbot buying decisions. These teams must often decipher the technical jargon about AI and ML that makes it hard to...

• Report Predictions 2020: India

  Value-Driven Firms In India Will Win In The Post-Pandemic World

  May 7, 2020 | Amit Bhatia, Arnav Gupta, Satish Meena

  At the start of 2020, business across the globe was humming. Then, COVID-19 blew up around the world — and things changed fast. As the situation evolves, how will Indian firms react? In the...

• Report How To Scale Your Chatbot

  Focus On Design And Knowledge Management For Chatbot Success

  December 16, 2019 | Vasupradha Srinivasan, Leslie Joseph

  While setting up a chatbot is relatively easy, driving adoption and achieving scale and meaningful outcomes is an uphill climb, and many tech teams struggle to fulfill the promise of chatbot...

• Report Predictions 2020: Customer Service

  Automation Remakes The Contact Center Organization

  October 31, 2019 | Ian Jacobs, Art Schoeller, Kate Leggett

  We've survived the hype storm around chatbots . . . barely. 2020 will mark the beginning of the concrete alterations that AI beyond chatbots will make to customer service and contact center groups....