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Nov 07, 2019

Facebook Messenger Bots for Business: A Guide for Customer Service

There's a lot of hype around Facebook Messenger bots for business – but are they really worth doing?
Sep 10, 2019

Real Talk on Chatbots: 6 Best Practices for Virtual Agents

You'll get more value from your virtual agent if you think strategically and holistically about customer self-service.
Aug 22, 2019

Live Chat Best Practices for Better Customer Conversations

Learn key 5 ways to connect with your digital customers for improved support experiences.
May 27, 2019

The Real Deal with Chatbots: 3 Takeaways from Industry Trends

What is the real impact of AI, automation, and bots for the customer experience?
Mar 19, 2019

13 Surprising Examples of Facebook Messenger Chatbots

Facebook Messenger can enhance CX throughout the journey, from brand awareness to shopping to support.
Jan 03, 2019

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

Astute CTO Alex George shares his perspective on the challenges brands face to create differentiated CX.
Dec 20, 2018

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

Learn how robotic process automation, or RPA, can make a positive impact on the customer experience.
Oct 26, 2018

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

Are there certain customer interactions that should be handled by a live agent vs. a virtual agent?
Sep 30, 2018

Can Chatbot Escalation Be a Two-Way Street?

How do you feel about human agents working back and forth with customer service bots?
Aug 29, 2018

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

Forrester has released a report uncovering how brands could get more value from rolling out chatbots.
Jul 09, 2018

What Do the Best Chatbots Have in Common?

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

Enterprises are making huge investments in mobile. Yet apps are often lacking effective in-app support.
Dec 14, 2017

Engaging Millennials, Part 5: A Digital Concierge for the Digital Generation

In the travel and hospitality industry, what can brands do to capture the loyalty of this generation of guests?
Nov 29, 2017

Engaging Millennials, Part 4: Preparing to Takeoff with Loyalty

Millennials' have been labeled "experience-driven." How has this changed how airlines capture their loyalty?
Nov 14, 2017

Trust Us, You Need to Know These 5 Contact Center Trends

With so much riding on the shoulders of contact center directors, they need to be prepared for what’s coming next.
Nov 03, 2017

Is There a Place for Chatbots in Your Organization?

Chatbots are becoming a viable option within enterprise support settings and for digital customer care.
Nov 01, 2017

Bots and Humans: Working Together for Smarter CX [Video]

To deal with rising customer expectations, many companies are implementing narrow AI.
Oct 25, 2017

Engaging Millennials, Part 3: Restaurants, Is Brand Engagement On The Menu?

How have Millennials caused shifts in the restaurant industry, and how can brands best engage this generation?
Oct 18, 2017

Engaging Millennials, Part 2: What Retailers Must Do To Win Loyalty

In part two of this series, we take a look at what retailers must do to capture the loyalty of the digital-native generation.
Oct 11, 2017

Engaging Millennials, Part 1: 4 Ways Auto Brands Can Drive Engagement

How are Millennials re-shaping the auto industry, and what must your brand be doing to engage this generation?
Aug 25, 2017

Bots vs. Customer Service Agents: Who Would Win in a Fight?

Are bots going to eliminate the need for human agents? Learn why bots and agents shouldn't be at odds.
Jul 04, 2017

Delight Your Customers with Live Chat Support

In today's age of technology, the way we communicate has shifted. Learn how live chat can make an impact.
Apr 17, 2017

Round-Up: 6 Hot Topics from Astute Connect 2017

Earlier this month, Astute Solutions hosted customers from all across the nation at our annual customer conference, Astute Connect, in San Antonio, Texas. Attendees enjoyed three days of informative presentations, hands-on product training, and of course, a little sight-seeing! Conference attendees included leaders from major consumer brands and Fortune 500 firms. Here’s a round-up of the six topics they couldn’t stop talking about.
Mar 12, 2017

Answer These 5 Basic Questions Before You Build a Chatbot

Here a bot, there a bot, everywhere a chatbot—there's no denying that chatbots are drawing a great deal of attention lately! You may be asking yourself, "Is now the right time for our business to hop on the chatbot bandwagon?" Here are the five key questions you should answer before launching a chatbot.
Mar 06, 2017

Bot, or Not: Should Chatbots Pretend to Be Humans?

In 1950, computer scientist and mathematician Alan Turing developed his Turing test, and the race to build a machine that can flawlessly mimic a human conversation began. But when it comes to customer service chatbots, the real test isn’t whether they can pretend to be humans—it’s whether they should. That might sound like a complicated question, but it’s actually surprisingly simple.
Feb 20, 2017

Conversational Commerce: Who, What, When, Where, and Why?

Consumers want to talk to their favorite brands like they talk to their friends. And they quickly get frustrated when they’re forced to engage through strictly structured interfaces. In the past few years, this trend has expanded from communication and engagement to e-commerce. Now, consumers want to use those same casual, conversational interactions to research and purchase products, request service, and ask for help.
Dec 25, 2016

The Customer Experience in 2017: 6 Trends You Can't Afford to Ignore

It’s almost New Year’s, and we couldn’t ring it in without sharing our predictions for the new customer experience trends coming our way in 2017! Not surprisingly, they’re technology heavy yet customer-centric, just as this year’s best practices have been. The customer is king, and meeting their high expectations can’t be done without some pretty advanced technology.
Nov 29, 2016

5 Tips on Embracing Chat in Customer Service

As a brand, customers want you to value their time and to communicate in a meaningful way -- and chat can make that happen. If you are left wondering why you should care or what using chat can bring you, there are several benefits. Customers want to know they can trust you, and you want to have their brand loyalty. Chat can help lower the barriers to first contact, increase conversion, and help brands develop genuine relationships with customers.
Nov 21, 2016

Making the Most of Chatbots and Artificial Narrow Intelligence in Customer Interactions

With so many business buzzwords out there these days, the true meaning can become easily lost. One such word? Seamless. A fancy word, but what does it mean and how does it apply for your business? Why should you care? As Forrester notes, “Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey.”
Nov 17, 2016

Customer Interaction Through Chat: 3 Reasons to Start Using Chat for Customer Service

Let's travel back to the last time you were handling a product and needed some help. Not only were you likely frustrated or upset over dealing with the issue at hand, but were struck with that feeling of dread over picking up the phone and calling customer service. You're not alone!