Mosaicx

Conversational AI Today

3 min read

How Cloud Contact Centers Add Value to the Customer Experience

Providing an outstanding customer experience is essential, especially as businesses focus on modernizing communications to expand their existing cadre and better interact with customers. And, with the rise of remote operations, decision makers are...

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Photo showing a man smiling and using a cell phone on the street, probably talking to a virtual agent using conversational AI and conversational design.

4 min read

Conversational AI vs. Conversational Design

In today’s digital world, consumers are communicating with computers more frequently through conversational artificial intelligence (AI). Behind the scenes, software engineers work to enable human-computer communication that meets modern customer’s...

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Photo of a man and his dog contacting customer service on a laptop, hoping for a great customer experience.

6 min read

Customer Service vs. Customer Experience

Not many people want to contact customer service. Usually, that means something went wrong, and it makes things worse when a customer doesn’t get what they expect. To avoid this problem, many companies are rethinking the business-consumer relationship...

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Photo showing a woman interacting with a digital overlay, representing contact center AI trends.

4 min read

Contact Center AI Trends for 2022

Contact centers are undergoing a massive transformation. Due to Covid-19, call centers took a hit, as call volume increased and the amount of customer service agents decreased. Incoming calls rose by nearly 300% during the first few months of the...

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Photo showing a woman making an introduction and shaking hands with someone across a table.

4 min read

An Introduction to Natural Language Processing

Can you have a natural-sounding conversation with a machine? 

Modern technology attempts to bridge the gap between human-to-human and human-to-machine communication. This is called natural language processing. It’s commonly found in smartphones and...

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A photo with graphic overlays showing a man holding a credit card, shopping, and receiving retail customer service.

4 min read

How Virtual Agents Improve Retail Customer Service

E-commerce and online shopping continue to increase in popularity among consumers. This shift has forced brands to enhance retail customer experience from the digital shopping cart to the retail contact center. Technology such as AI-powered retail...

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Photo showing a man smiling while working, having a great employee experience in a contact center.

3 min read

The Future of Employee Experience in Contact Centers

The job market is undergoing a transformation, with people thinking critically about where and how they work. At the same time, consumer demand for services is increasing. These factors are contributing to labor shortages in contact centers. For...

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Photo showing a man working in a contact center with on-screen software that supports contact center staffing.

3 min read

Support Contact Center Staffing with Virtual Agents

Contact centers are undergoing a transformation. Attrition is on the rise and costs to attract and retain talent are steep. At the same time, contact centers are dealing with a growing volume of requests, which rose by nearly 300% at the start of the...

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Photo showing a customer service agent working from home.

5 min read

6 Misconceptions of AI Virtual Agents in Customer Service

Smartphones and smart speakers give users nearly anything they want at the push of a button. AI virtual assistants like Siri, Google, and Alexa made these experiences easier and more personal. As consumers grew familiar with virtual assistants at home,...

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