AI Best Practices, Insights and Research | Customer Service AI

The AI customer service stats you need to know in 2019

Customer service is becoming a critical driver to how a company is perceived, what drives consumer loyalty and determining where they open their wallets. Companies are equally praised for the exceptional support they provide, while others relentlessly chastised for failing […]

AI for Customer Service: Righting the Ship [Whitepaper featuring Forrester Research]

The promise of bots made many companies jump in early. AI opened the door for a new type of connection with consumers: 1-on-1 direct conversations, on-demand 24/7, and at scale. This gold-rush led to a plethora of purposeless bots that […]

AI for Customer Service: Winning Strategies

Forrester’s Ian Jacobs recently joined msg.ai’s Founder & CEO, Puneet Mehta, as a featured guest in a webinar where they unveiled how world-class companies can create real-world AI in customer service. No more buzz or hype. It’s all actionable strategies that can be used today […]

Does my company need AI?

It’s easy to get excited about AI. After-all, it promises to elevate the customer experience by making sure that every time a person reaches out to your company, they have a brilliant customer experience: personal, immediate and convenient support on […]

Do consumers want AI Agents?

It’s easy to wonder what consumers want and expect out of AI. Are they terrified that AI is taking over the world, as some media reports would have you think? Or are they mystified with Hollywood’s portrayal of AI in […]

6 Best Customer Service AI Use Cases

AI is transforming customer service, making it more convenient and personal by automating high-quality resolutions on consumers terms and empowering human agents to work smarter. The use cases seem endless, so we’ve pulled together the best opportunities for AI-powered customer […]