Putting Customers at the Heart of the Process
Many companies are undertaking digital transformation projects. But are they putting the customer first?
Real-Life Examples of How a Joint-Model Driven Chatbot Answers Real User...
How a data-centric approach with new developments in Natural Language Understanding efforts and a Multi-Task Learning Approach creates our Joint Model.
We Have Transformed Into Digital-First Beings
New excerpt delves into our Digital-First lifestyle and why we need to shift to Digital Customer Service (DCS) to meet customers where they are… OnScreen.
Digital Customer Service is Not Just for Digital Natives Anymore
A recap of perspectives from business leaders on how to transform OnScreen DCS experiences as we’ve all evolved to become 'Digital Natives.'
How a Data-Centric Approach Led Finn to World-Leading Conversational AI for...
Dr. Kenneth Conroy details how a data-centric approach led to a world-leading conversational AI for banking product.
“Phone” and “Voice” Aren’t The Same Thing
Glia CEO Dan Michaeli recounts a “light bulb” moment he had during the early launch phase of the Digital Customer Service (DCS) platform.
How Can Digital Customer Service Improve Contact Center Efficiency?
As you move to Digital Customer Service, here are 4 strategies that you should consider to streamline your operations and reduce call handle times.
Meeting Your Customers Where They Are
Digital Customer Service: Transforming Customer Experience for an On-Screen World, is out today! Learn how you can meet customers where they are... OnScreen.
Now It’s Our Turn
Exciting new book on Digital Customer Service details the extraordinary opportunity to transform the customer experience OnScreen and provides a roadmap for how your company can get there.
What If Every Phone Call Was Considered a Failure?
Serving customers on their screen is the definition of customer-centricity. Today, customers making a separate call should be thought of as a failure.