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May 14, 2019

The Real Deal with Chatbots: 3 Takeaways from Industry Trends

With so many trendwatchers out there commenting about the implications of AI, automation, and bots for the customer experience, it can be difficult to sift through the discussion and figure out your strategy. By combining expert insights with our experience working with leading consumer brands, we've distilled the following insights.
Jan 03, 2019

The CX Revolution Will Be Personalized – And AI Will Help Lead It

In 2018, major consumer brands experienced core changes to their businesses that continue to drive the evolution of customer experience. Astute CTO Alex George shares his perspective on the challenge brands face to keep creating experiences that differentiate.
Nov 16, 2018

What is Robotic Process Automation (RPA) and What Does It Have to Do with Customer Care?

Robotic process automation, or RPA, is a technology that can accomplish highly structured tasks following pre-set logic and instructions. With RPA, you can configure a bot to perform a specific function. Learn more about RPA and how to leverage it for customer care.
Oct 26, 2018

3 Times When You Might Not Want to Use a Customer Service Chatbot

In our work with consumer brands around the world, we've heard a lot of excitement about what automation and chatbots can do, but there will always be tasks that make more sense for a human agent to perform. And there is some debate about what types of customer interactions should and should not be handled by a virtual agent vs. a live one.
Sep 19, 2018

Can Chatbot Escalation Be a Two-Way Street?

How do you feel about human agents working back and forth with customer service bots?
Sep 04, 2018

Real Talk on Chatbots: 6 Best Practices for Virtual Agents

As with any exciting new tech, it's easy to get carried away and want to deploy a bot quickly. But you'll get more value from your virtual agent in the long run if you take a step back and think strategically and holistically about customer self-service.
Aug 29, 2018

Are You Getting the Most Value from Your Customer Service Chatbot?

Customer service chatbots have become an effective option for reducing costs in the call center and streamlining processes, but there should be more to it than saving on per-contact costs. Analysts from Forrester have released a report uncovering two key areas where brands have made missteps in rolling out these programs.
Aug 15, 2018

Live Chat Best Practices for Better Customer Conversations

Live chat has become one of the most popular channels for contacting customer service. Learn key 5 ways to connect with your digital customers for improved support experiences.
Jul 09, 2018

What Do the Best Chatbots Have in Common?

With conversational commerce and other AI tools making waves in the customer service and support sector, brands are turning to these technologies to improve customer interactions. Learn how the best chatbot features and functions translate into more personalized customer experiences.
Jan 30, 2018

6 Ways to Deliver In-App Support for Customers on the Go

Sixty-seven percent of enterprises budget more than $250,000 for their mobile solutions. Of that, twenty-five percent are budgeting over $1.5MM! Yet somehow, these apps are lacking a key ingredient: effective in-app support.