Articles from Brechtje van Houtum

Nov 01, 2023 • Conversational AI

How to use AI to improve customer service

Meeting customers' expectations remains the biggest challenge in service. Speed, convenience, and accurate responses are critical to achieving this. With the power of AI, customer questions can be identified, categorised, and resolved more quickly. Plus, your organisation is continuously fed with data to improve the entire customer journey.

Aug 22, 2023 • Chatbots

Six Chatbot Examples For Great Customer Experiences

People use chatbots for various reasons, with “productivity” as the key motivational factor. But what kind of bot do you need? They come in many forms and sizes, and to be successful, you need to think about where to apply a bot, and which kind. What do you want to achieve with the bot? In this guide, we’ll walk you through some of the most successful chatbot examples of our global customers and show you how you can use them to improve customer experience.

Jul 07, 2023 • Conversational AI

Unlocking the Potential of ChatGPT and Large Language Models: A Product Manager's Perspective

With the advent of ChatGPT, it feels like we’re venturing into a whole new world. Everyone can ask questions and give commands to what is perceived as an “omniscient” chatbot. Within a single week, it acquired 1 million active users. Big Tech got shaken up with Google introducing their LaMDA-based “Bard” and Bing Search incorporating GPT-4 with Bing Chat. There seems to be no limit to the enthusiasm. But what is ChatGPT? What does it mean for businesses? We discussed this with Arman van Lieshout, Product Manager at CM.com for our Conversational AI Solution.

Jun 30, 2023 • CM.com

Fast Event Visitor Support at Formula 1 Heineken Dutch Grand Prix

When you go to any event, questions are likely to arise. How do you get there? Where can you find your tickets? And where will you stay? For some questions, you prefer instant support from the organisation. Swift and smooth. In this article, we’ll show how the Formula 1 Heineken Dutch Grand Prix will always help you in the best way possible.

Generative AI chatGPT blog about new updates

Jun 21, 2023 • Conversational AI

CM.com's Next Steps into Generative AI: Upcoming Releases for 2023

The market for generative AI has experienced significant growth, with over $14.8 billion of venture capital invested in startups building their products on Large Language Models like OpenAI’s ChatGPT and other generative AI tools. The space is witnessing a boom, evident from the high number of website domain registrations in the field every week. The key challenge for most companies is to find out what’s going to propel their businesses.

Mar 21, 2023 • Conversational AI

Implementing Large Language Models and Generative AI, CM.com’s first features

Welcome to a world where innovation knows no bounds. In this blog, we'll dive deep into the cutting-edge realm of Generative AI. Our team has been working hard to make our platform even better for you. In this major release for Conversational AI Cloud and Mobile Service Cloud, we're excited to introduce you to our latest features designed to enhance your conversational experience.

Feb 09, 2023 • Chatbots

Let’s Talk about the Benefits of Integrating a Chatbot with your Current Tech Stack

At CM.com, we've noticed that more and more people are showing an interest in employing our chatbot as a virtual communication channel to help them streamline their eCommerce practices and improve the overall experience that they offer to their customers. However, we’ve also noticed that one or two of our clients are unsure about whether they should replace their current systems in order to do so.

Dec 08, 2022 • Chatbots

Chatbot examples: how chatbots can benefit different industries

Chatbots have transformed both customer service operations and customer service experience. They help to reduce costs while harnessing important data insights. Bots enable businesses to scale and streamline support and boost lead generation. Plus, they help busy brands deliver a personalized service no matter what volume of inquiries they are dealing with. Let’s take a look at some AI chatbot use cases for three business sectors

Oct 26, 2022 • Conversational Commerce

Personalization in eCommerce: there's more than 'Hi John'

Every eCommerce player knows personalisation is important. It’s how you build customer trust and comfort, make your messaging meaningful, and keep web shoppers coming back. But fewer realise how deep and broad real personalisation goes.

Conversational AI Cloud web conversations blog woman chatting chatbot

Sep 28, 2022 • Conversational AI

How to Design and Customise Your Website Chatbot With No Code

Chatbots can be a gold mine, but businesses often think implementing one can take up a lot of resources. Don’t worry; there’s no need to hassle your developers. You can now design and implement a no-code chatbot on your website. In this article, you’ll find out why you’d want a chatbot and how it can look on your website.

Moments of Truth in Financial Services-blog-featured

Jun 20, 2022 • Customer Experience

Seize the Moment: Moments of Truth in Financial Services

“Moments of Truth” – the term has been around for ages. How is it still relevant? And when is something a “moment of truth”? Find it out in this article, and discover how you can handle those moments with care.

Jun 10, 2022 • Customer Experience

The Future of Customer Service Starts With Multidisciplinary Teams

86% of consumers say that good customer service can take them from one-time buyers to brand advocates. While great customer service is an essential focus of any successful brand, forward-thinking companies are forming customer-focused multidisciplinary teams to help create exceptional customer experiences.

Mar 23, 2022 • Customer Experience

3 Questions to Ask to Reduce Customer Churn Rates

Struggling with high churn rates? If you’re in the utilities or telecoms industries, then you may always be looking for new ways to retain your customers in the long run. Historically, both have experienced relatively high churn rates. The telecommunications industry has an average churn rate of 30% to 35%. While the utilities market has a churn rate of approximately 12-15% for Western European markets.

Mar 03, 2022 • Customer Experience

How The Customer Relationship Will Define Your Business Model

New generations of customers ask for different business approaches. Modern consumers are well-informed and tech-savvy, with high standards for any business. A customer-centric business model can help you live up to these standards. Let’s first have a look at these new generations before diving into how you can take on a customer-centric approach.

Jan 25, 2022 • Mobile Service Cloud

How to Create Customer Support Content That Rocks

Customer service isn’t just about solving any problems customers have, it’s about making the journey from web surfer to loyal customer as easy as possible. Having all your potential customer’s questions answered before they’ve asked them is the smartest way to do this.