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Customer experience has moved front and center with businesses in recent years. But never before has customer service been more important than today. The pandemic sent contact center call volumes through the roof amid a time of agent shortages. That has left some callers on hold for hours – creating frustration, hurting reputations and wasting valuable resources. However, it doesn’t have to be this way. Organizations can use artificial intelligence (AI), knowledge management (KM), and insight engines to better manage all tiers of the customer service funnel – starting with self-service; continuing with support via email, live chat, phone service and ticketing; and concluding at the internal expert-supported customer service layer.
Actual data doesn’t always generate business value or create competitive advantage. What companies do with their data is what really moves the needle. Organizations need the power of a state-of-the-art knowledge management solution at their disposal – one that incorporates a broad range of forward-looking technologies – otherwise, they can’t exploit the value of their data profitably. In this trend analysis, we present our readers with an overview of the methods and means organizations will need to achieve competitive advantage and data profitability in 2021.  
Businesses are sitting on a wealth of data. But data silos and the lack of data structure act as barriers to using that information to their advantage. As a result, organizations miss out on savings and added value. Organizations can change all that – and take their businesses to the next level – with artificial intelligence (AI) and knowledge management (KM). This approach delivers quantifiable benefits for a variety of business use cases.
About three years ago, we established our global Mindbreeze partner program. Currently, more than 150 value-added reseller (VAR) partners across the globe are part of the program. Mindbreeze and these VARs have made satisfied customers out of some of the world’s largest companies
We are pleased to announce a number of new features now available in our Mindbreeze InSpire 20.4 release. Special thanks to all our customers and partners, who challenge us each day anew and inspire our constant efforts towards further advancement. The update from Mindbreeze InSpire 20.3 to 20.4 has once again yielded several new features. We’d like to highlight three of these features in greater detail here:
Although today’s chatbots are already capable of performing a great number of functions and tasks, their success is still highly contingent upon user acceptance and, above all, actual use. And user acceptance depends not least on what the users expect from the bot. Are users seeking a bit of entertainment to pass the time, do they need help making a booking, a reservation, or placing an order, or do they just want to get some information? No matter what the objective, companies seeking to implement a chatbot will only be able to do that successfully if they give the matter thorough forethought in advance.
Our world is changing at an ever-increasing pace, new technologies are impacting our lives, and the competition never sleeps. Consequently, a company’s research and development department plays a central role in ensuring the continued viability of the business. That’s where most development and innovation is rooted – be it in the development of innovative components for an aircraft or car manufacturer, the quest for new drugs, or in accelerating the approval process for a pharmaceutical company.
In any conversation about the use of chatbots, digital assistants, and similar tools for business, there is one aspect that should never be overlooked – the issue of data. In this blog post, find out what really counts when it comes to handling data in combination with AI.
Once again we’ve pulled out all the stops to present you with a number of innovations and features as part of our latest Mindbreeze release. Besides technical enhancements and innovations in our connectors, the Mindbreeze InSpire 20.3 release contains even more features to meet your needs.
The interaction between man and machine has not always been as straightforward as it is today. It wasn’t until the development of the graphical user interface (GUI) some 40 years ago that the general public was offered a simple way to communicate with computers. Of course, quite a lot has happened over the last four decades. A great many tools and processes have proven their worth, while others have become obsolete and been replaced by more innovative and intuitive solutions. Developments in the field of speech recognition, voice control, and artificial intelligence (AI) have made and continue to make it more convenient for users to communicate with end devices. These advances, coupled with the resulting proliferation of voice and chat wizards, have also led to standardized technological approaches that make it simpler for companies to use conversational applications – and easier for developers to create them.
Can you still remember how things were before we had access to digital aids like computers, tablets, and smartphones? As a matter of fact, this wasn’t even that long ago, yet life as we know it already seems virtually inconceivable without them. Today, we use these devices every day – intuitively and without being particularly tech-savvy – as if it were the most natural thing in the world.

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