Ethical Quandaries of AI: Healthcare

About as common as unjustified fears of AI overlords enslaving the human race, are blanket defenses of AI technology as something inherently good, ethical, and safe. In short, we supposedly have nothing to worry about. While I find it admirable to want to paint a more accurate portrait of what AI is and isn’t, neither […]

Should Live Agents Be The First Point of Contact? No, Here’s Why.

“Here we go,” you think before morosely tapping out the 1-800 number on your dial pad. You only have a ring’s worth of time to dread the IVR’s voice before you hear it through the phone, the same canned message as every other time, somehow slower with each repetition, and progressively more infuriating. And then […]

The Beginner’s Guide to Compliance

Chances are you’ve read about the flashier aspects of AI implementation—automation of rote tasks, CX tailored to individual customers, saving money—even if you’re not an industry veteran. However, unless you’ve spent time in AI space or your organization has already implemented AI technology, you may not have a handle on one of the most important […]

8 Customer Experiences to Inspire You in 2020

More often than not, the stories we hear about AI and customer experience are either warning us against nefarious practices or recollections of a negative encounter. Thankfully, the reality of AI is both more interesting and less troubling than much of the conversation would have you believe, which is why this week, we’re spotlighting eight […]

5 Ways Digital Agents Can Increase Your Sales

So much of the conversation around AI implementation in business, including our last couple of blogs, focuses on customer service, and with good reason: chatbots and other digital agents have proven to be excellent resources for augmenting existing efforts and fielding basic customer resolutions. However, in an era of ubiquitous AI, with benefits readily available […]

How AI is Revolutionizing Virtual Events

One thing any event planner will tell you is that making in-person connections is a powerful thing. But, while our current social distancing status is the most obvious, there’s plenty of reasons why it isn’t always easy or feasible to bring people together in a shared space. It’s why virtual meetings and events were growing […]

10 Ways AI Improves Agent Productivity

At Humach, we see our human agents and our digital ones as distinct, essential entities, each with a set of strengths and weaknesses. Neither is in competition with the other, nor could either party create the quality of customer service we strive to provide on their own. Simply put, the value of AI lies in […]

How to Humanize Your Digital Interactions

When it comes to consumers, their behaviors, emotions, and influences change but the one thing we know for sure is: people do business with people they like and trust; they value that “human touch”. Digital transformation is met with apprehension from a large portion of the consumer population, but we assure them that adopting this […]

Adaptive CX: Reducing the Impact of COVID-19 in Your Contact Center

While the global health and economic crisis has radically altered businesses across the globe, it’s also given us valuable insight on consumer habits and new adaptive customer experience strategies that are helping minimize the disruption. In this blog post, we’ve compiled benchmark data, valuable customer insight, a list of new strategies and innovative solutions, and […]

3 Steps to Disaster-Proof Your Business

What happens when businesses without disaster relief plans close or suspend services and support unexpectedly? For most businesses, to put it simply, bad things– bad things happen.