Posts by Tony Medrano

Chat agent training, onboarding taking priority for many organizations

At Customer Contact Week in Austin last month, we noticed how the discussions surrounding chat training and onboarding stood out far more than in previous conferences. Good reasons exist for this.  Research tells us that 92 percent of customers have a positive experience using Live Chat compared to other forms of contact.  As a result,…

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Video: Turning Your Contact Center Into A Profit Center

We were honored to be a part of this Mitel-sponsored event with our valued client, Heidi Rote, Director of North American Sales Center for Jenny Craig. The full transcript is below, as well as the archived recording. Take a listen! We welcome your feedback.  Nicholas Rodriguez: Thanks for joining us for our first section of…

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Optimizing the Funnel: Sales Force Automation for Live Chat

If Kleiner-Perkins’ investment of $125M in Intercom is any indication, sales force automation is a sector of business technology that shows vibrant activity and plenty of room for growth. Sales force automation, sometimes referred to as sales automation, is technology that automates business tasks such as processing orders, tracking customer relationships and their journey, controlling…

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Five Best Ways to Train Live Chat Agents

One of the hottest customer engagement trends so far in 2018 is an increased focus on improving the agent experience. However, there is a big difference between spending limited budget resources on trends and allocating precious resources to projects that deliver increased growth and profitability. As an artificial intelligence company that optimizes live chat, RapportBoost.AI…

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How Will You Improve Agent Experience this 2018?

The new year brings the great opportunity for organizations to assess their customer engagement strategies, prioritize investments, and make new efforts to improve agent experience. As such, we thought it wise to review some key findings from the Customer Contact Week Executive Report, Contact Center Priorities for 2018, to help guide your organizational decision making…

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Operation Break the Bots: How Customer Support Chatbots Fail

Facebook’s bot fail was well-publicized. Customer support chatbots embedded in Facebook messenger were unable to communicate with human users seven out of ten times. But even so, plenty of companies still overly rely on bots to handle their interactions with customers. As avid believers that a human plus machine approach is the best approach for…

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DMA &Then 2017 Conference Highlights

Earlier this month, the RapportBoost.AI team attended the Digital Marketing Association’s 2017 &Then conference in New Orleans. The DMA &Then annual conference brings together thought leaders, innovators, and visionaries to jumpstart the data and marketing industry. We had a blast exhibiting our AI with a human-in-the-loop approach in the Emerging Tech area! We loved tracking…

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Using Live Chat Services To Make Online Retail Personal

Digital commerce and mobile purchases are steadily on the rise. A U.S. government report shows that online sales are in their 22nd month straight of gains. Both traditional and online retailers must pivot to this trend by developing digital sales and marketing strategies that replicate the advantages of the brick & mortar retail experience. While…

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Human And Machine Learning: Chat Sales Solutions For Businesses

The key to chat sales solutions for businesses is building these algorithms —as we saw in this closed loop diagram— building the classifiers and issuing recommendations and feedback to the live chat agent. And then —and this is the key— we monitor the user behavior. We A/B test the recommendations and in some cases we…

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Enterprise Artificial Intelligence Sales Expert Joins RapportBoost.AI Advisory Board

Vice President at Persado, a four and a half-year-old Goldman Sachs, Bain Capital and Starvest funded Natural Language Processing company, brings hands-on experience with enterprise Artificial Intelligence sales to RapportBoost.AI Venice, CA. July 12, 2017–RapportBoost.AI announces the addition of Dani Apgar to its Advisory Board. “We are excited to have Dani Apgar helping us build…

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