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What is Conversational Automation and why do many service and contact centres need this technology?

Bots are seen by many companies as an inexpensive way to automate the processing of customer concerns and thus reduce personnel costs. So hurry up and save money!?

There is something fascinating about language: It has accompanied us since our earliest childhood, it is omnipresent and we produce it constantly and steadily - mostly unconsciously and in full habit.

Customer Experience has arrived in management! CX managers must now increasingly answer the question of whether and how CX pays off for the company.

Ever heard of "agent guidance"? That's certainly another one of those many buzzwords that disappear as quickly as they come into being, but at least they sound good. Right? Wrong!

Will the home office disappear with the lifting of the home office obligation? Hopefully not, because work should no longer be a place, but a vocation.

For more empathy in marketing, there is also a need for support in the mass recognition of emotions - expressed in language and mood.

Logistics service provider Hermes successfully automates parts of its quality management with the help of VIER Interaction Analytics.

Although AI and psychology belong closely together, the two branches of science usually went their separate ways. But now the two research ...

Utopia, dreams of the future or already in everyday life: How speech analytics can help you use internet ratings correctly!

Tobias Hoffmann, VIER Chief Information Security Officer, explains why customers are safe from the Log4j security vulnerability.

Where people still like to make a lot of phone calls, AI can provide effective support to make calls more successfully.

Successful communication is a decisive success factor for every company. Understanding the impact of communication therefore provides ...

Dennis Sievers talks to Ralf Mühlenhöver, Head of Product Strategy & Marketing at VIER, in "Bent on customers – The service podcast" episode 18 ...

Language and emotions make up the majority of our lives. Join us on a journey behind the scenes and learn how emotions are analysed today and what they are ...

Companies must exceed customers' expectations - even if they do not know their own needs.

What exactly does agent guidance mean and what is new about it compared to the good old conversation guide we have been using for years?

In Episode 6 of Hafner's CX Podcast, Prof. Dr Nils Hafner and Harald Henn discuss with Olav Vier Strawe and Ralf Mühlenhöver the merger of five companies and the strategy behind ...

Digitalisation in customer service is causing many service managers to focus more on the chatbot than on the customer - keyword call reduction. Why ...

The use of AI in customer service does not per se mean the use of a bot. Nor does it mean that customers have as little contact with the employee as possible ...

Automation is currently seen as the saviour for all problems in customer service. But automation is not an end in itself and can do nothing if ...

Should companies invest in a complete solution or in specialised tools for each area of application? Which strategy is best for the future and growth ...

Automation is currently THE to-do in customer service and is seen as the saviour for all problems. But automation is not an end in itself and leads ...

We all know the cost pressure in call, contact and service centres. Unfortunately, they are still far too often run as cost centres ...

Will the last bit of humanity soon be absorbed by AI? Will bots take over jobs that are now done by human hands ...

The use of AI in customer service does not automatically mean the use of a bot. Nor does it mean that customers have as little contact as possible with an employee ...

Thanks to digitalisation and rising customer expectations, the number of customer contact points outside the service department is increasing in virtually all companies ...

There is hardly any other department where so much is measured as in the contact centre. Time and again, a call centre has to prove its value to the company ...

AI - these two letters have been defining our working world for a few years now. Touted as a saviour in customer service, branded as a dark threat to employees ...

The employee experience (EX), alongside the customer experience (CX), is gaining increasingly in importance in German companies and is becoming a factor that ...

What really counts in a purchase decision and why the customer experience is crucial: Heart or brain? That is the question ...

Everyone is talking about customer experience. Ralf Mühlenhöver takes a closer look at the buzzword and has come up with four interesting theses on customer experience ...