Mosaicx Blog

Making conversational AI surprisingly simple.

Photo showing a contact center agent working from home.

4 min read

Tips for Contact Center Automation: ACD vs. IVR vs. IVA

Evolving customer service expectations push companies to rethink historical approaches to customer service and experience. Now, the contact center experience you offer to your customers is a competitive differentiator in today's market. Response...

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Photo showing a man and woman holding a credit card and using a laptop to engage in personalized banking.

4 min read

The Future of Personalized Banking: Virtual Assistants

The financial services industry is facing new demands. Today’s customers demand personalized banking services, but financial service institutions ...

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Photo showing two men discussing customer experience management, looking to gain a competitive advantage in the market.

3 min read

How Customer Experience Management Gives You a Competitive Advantage

Everyone is looking for an edge over their competitors, and customer experience management may be the best way to gain a competitive advantage....

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Photo showing a woman in a warehouse smiling and talking to an intelligent virtual agent on her smartphone.

4 min read

101 Guide to Intelligent Virtual Agents

Customers need digital support around the clock. Businesses can turn to intelligent and automated solutions to support today’s demands, with ...

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Photo showing a contact center agent working from home to create high-value customer experiences.

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...

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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...

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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...

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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 2023

Contact centers are undergoing a massive transformation. Due to Covid-19, call centers took a hit, as call volume increased and the amount of...

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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...

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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...

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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...

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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,...

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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...

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