Blog Articles

21 September 2020
Customer Experience

7 Smart Ways To Improve Customer Service (for Telcos)

We sat down with Elisa’s customer service team leader to discuss the smartest ways telcos can improve their customer service experience....

17 September 2020
Ultimate Knowledge

What is NPS - the Net Promoter Score?

A net promoter score is a metric used by many industries to establish the loyalty of a customer to a brand....

15 September 2020
Customer Experience

How IVAs Will Transform the Customer Experience as We Know It

Intelligent Virtual Assistants (IVAs) are changing the customer experience game. But what are they, and what does their future hold?...

11 September 2020
AI Automation

Intelligent Virtual Assistants: Far from your average chatbot

How Intelligent Virtual Assistants (IVAs) are flipping the script on traditional chatbots....

07 September 2020
Ultimate News

G2 & ultimate.ai identify a new generation of chatbots: IVAs

ultimate.ai and G2, the #1 source for business reviews, create a new category to honour intelligent virtual assistants (IVA) and help businesses to find the latest customer...

07 September 2020
AI Automation

How to Build Your Internal CS Automation Experts Team

OK, so you’re ready to adopt AI automation...what’s the first step? Putting together your Automation Experts Team! Here’s our step-by-step guide to take you through the...

01 September 2020
Ultimate Knowledge

The Introduction of Different Types of Chatbots

Did you know that not all chatbots are created equal? Here, we introduce you to the most common types of chatbots, along with their strengths, weaknesses, and use cases....

31 August 2020
Ultimate Knowledge

What Is Complaint Management?

Complaint management refers to the way customer complaints are handled within a company....

21 August 2020
Customer Experience

How Service Quality Impacts Customer Satisfaction (in Telcos)

Telcos have a lot to think about when it comes to their day-to-day operations...but just how important is the quality of their support service, when it comes to customer...

17 August 2020
Ultimate Knowledge

Customer Lifetime Value: All You Need to Know

Find out, in simple terms, what customer lifetime value is and how it impacts your business....

12 August 2020
Ultimate Knowledge

What Can Our Intelligent Virtual Agent Do For You?

Discover a selection of use cases for ultimate.ai's Intelligent Virtual Agent. Learn, what our customers achieved with conversational AI and how it can help you, your team,...

03 August 2020
Ultimate Knowledge

What Is Churn?

Churn is the number of customers that stop using a business's products over a given period of time....

29 July 2020
Ultimate Knowledge

What Is an Intelligent Virtual Agent (IVA)?

Intelligent virtual agents (IVAs) are often confused with chatbots; however, IVAs are considerably more advanced than regular chatbots and can engage with a customer in a...

21 July 2020
Customer Experience

Attributes of Customer-Obsessed Telecommunications Teams

Telecommunications is a fickle, challenging industry -- find out what traits customer service experts agree your agents must possess to keep your customers smiling....

20 July 2020
Ultimate Knowledge

What Is a Dialogue Builder?

Having an AI chatbot present on your website will help customers find an answer to any queries they have even when all of your staff are busy or out of the office....

10 July 2020
AI Automation

How AI-Powered Personalisation is Transforming eCommerce

eCommerce luminary Norman Nielsen has a reality check for any cynics out there: AI-powered hyper-personalised shopping is right around the corner...

06 July 2020
Customer Experience

How The Customer Service Experience Will Change Post-COVID

We sat down with customer service expert Shep Hyken to find out how he thinks CS has evolved throughout this pandemic, and what that means for CS teams around the world....

06 July 2020
Ultimate Knowledge

What is Customer Retention?

Customer retention is a challenging feat that a lot of businesses struggle to achieve....

30 June 2020
AI Automation

How AI Will Improve the Employee Experience (EX) This Decade

We sat down with Customer Service Expert and Influencer Harald Henn to get his fascinating insights into the many ways AI will improve the employee experience by 2030.....