Technology News

Interview with Kaye Chapman: Chat With Emotional Intelligence

As Augmented Intelligence transforms the workforce, emotional understanding is proving to be an essential component of brands’ interactions with their customers. After discussing live chat agent training in Part One of our Interview Series, we asked Kaye Chapman, Customer Experience and Training Specialist at Comm100, to shed light on the best strategies for chatting with…

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Interview with Kaye Chapman: Live Chat Data Is the Key to QA

The bounty of live chat data that this channel produces is the perfect tool for tracking the success of optimization. After all, with a sound live chat implementation, what matters most at the end of the day is how customers respond. In our final installment of our Interview Series with Kaye Chapman, Customer Experience and…

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Interview with Kaye Chapman: Live Chat Agent Training Drives CX

Live chat agent training is one of the most innovative spaces in today’s customer experience ecosystem. From canned responses to augmented intelligence, companies are training their live chat agents with technology more than ever before. We sat down with Kaye Chapman, Customer Experience and Training Specialist at Comm100, to talk about leveraging live chat agent…

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The Future of Augmented Intelligence Is Female

We’re at the dawn of the Fourth Industrial Revolution. Technologies such as robotics, nanotechnology, and augmented intelligence are beginning to change the workforce as we know it, and analysts predict that we’re in for one of the largest shifts the modern world has seen. An increasing amount of positions are becoming remote and offices decentralized…

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Four Types of Bots Used for Customer Chat

Whether you’ve been contacting your cable provider or seeking assistance from an online retailer, chances are you’ve come across a bot used for customer chat. Telltale signs include rapid-fire response time, generic language, and a lack of the pleasantries we’re accustomed to using in human conversation. If you’re lucky, the bot will let you know…

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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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Why Prioritizing Empathy and Emotional Understanding Drives Success

The term emotional intelligence was coined by Peter Salovey and John D. Mayer in 1990. They defined EQ as a set of skills hypothesized to contribute to the accurate appraisal and expression of emotion in oneself and in others, the effective regulation of emotion in self and others, and the use of feelings to motivate,…

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Augmented Intelligence Is a Better Way to Describe AI

At RapportBoost.AI, we hear a lot of talk about artificial intelligence, and to be honest, most of it is hype. In fact, a scary part of the AI startup ecosystem is that there’s no regulatory board that’s actually kicking the tires of different companies to verify that their technology is AI. To add insult to…

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