PSCU Uses Automation To Streamline Call Center Interactions
December 16, 2019

Payments credit union service organization PSCU unveiled the deployment of desktop automation via its partnership with Jacada to optimize the call center experience. The attended bot from Jacada securely and safely logs agents into hundreds of owner credit unions’ digital banking platforms, taking away multiple manual steps...

Facebook Acquires Chatbot Startup For Libra Support
September 22, 2019

Israel-based hybrid chatbot startup Servicefriend was acquired by Facebook to build customer service bots for its planned digital wallet Calibra, reports said on Saturday (Sept. 21).  Servicefriend was launched in 2015 by co-founders Ido Arad and Shahar Ben Ami to offer customer service using hybrid...

Chatbots Could Save Retail, Banking, Healthcare Billions Annually
July 05, 2018

The adoption of chatbots in retail, banking, and healthcare will save companies $11 billion each year by 2023, according to new research from Juniper Research. In a press release highlighting the new research, Juniper said that the cost savings from chatbots will hit $6 billion...

Pitney Bowes Debuts Customer Service Chatbot
May 10, 2018

Pitney Bowes has announced the release of its first chatbot platform, EngageOne Converse. The platform, which is part of the EngageOne suite of customer engagement solutions, aims to enhance the customer experience through its intelligent self-service technology that integrates data and location information into leading...

25 Percent Of Customer Services Handled By Chatbots In Two Years
February 20, 2018

Chatbots, or virtual customer assistants (VCAs), will be used in 25 percent of customer service and support operations by 2020, up from just 2 percent in 2017. According to news from Gartner, a leading research and advisory company, more than half of organizations have already invested...

What We Talk About When We Talk About Finances (With Alexa)
February 14, 2018

Alexa, how much is in the till? Increasingly talking dollars and cents (or should that be sense?) is less a conversation held person to person than person to bot. And across channels, from virtual assistant to mobile, the conversation has to be seamless – which...

Moxie Launches Kbot For Contextual Guidance
September 28, 2017

Moxie Software, the provider of digital commerce services, announced news on Wednesday (Sept. 27) that it launched the Kbot application, which enables companies to guide customers online without needing human assistance. In a press release, Moxie said the new chatbot will enable online retail companies...

Can Chatbot Concierges Save The Mall?
September 19, 2017

Physical retail has had its share of problems recently, and consumers are finding it increasingly easy to shop digital and save themselves the trip. The resultant fall in foot traffic has pushed retail bankruptcies up 30 percent year over year, as Gymboree, RadioShack, Payless ShoeSource, Gordmans, Wet...

AI/BOTS: Cognitive Chatbots, New Retail Frontier
August 16, 2017

More human and less robotic is the sound of the beating retail drum this year. As cognitive-enabled chatbots have worked their way into everyday shopping purchases, the days where consumers interacted with automated and robotic-sounding customer service systems may soon become a thing of the...