CX Assurance Blog

In late July 2023, at the Unparsed Conference, Christoph Börner, Cyara’s Senior Director of Digital and renowned chatbot expert, met with Hans van Dam, founder of the Conversation Design Institute to discuss the present state of the chatbot industry,...

Public transportation isn’t usually known for innovative, forward-thinking approaches to customer experience. As urban centers grow more crowded each year, their public transport systems are struggling to evolve.

Usage of conversational AI (artificial intelligence) and chatbots has significantly grown in almost all sectors over recent years. The financial and banking industry, in particular, has been at the forefront. According to a recent study by Forbes,78% of adults in...

Customer experience (CX) is a crucial, yet often overlooked, aspect of any testing journey. According to a survey conducted by Qualtrics and ServiceNow, 80% of customers state they have switched brands due to poor CX, and 43% suggest they would likely switch...

Find out how Lucy's experience with an airline's chatbot left a lot to be desired, and how testing could have prevented this.

Chatbots have seen significant growth in recent years as more businesses look to utilize automation and artificial intelligence (AI) to improve the quality and availability of their service. They offer increased engagement opportunities for your customers and...

The constant innovation and evolution in technological capabilities and technology architectures call for never-ending cycles of changes and improvements. 

Despite their apparent simplicity to the user, chatbots are backed by very complex systems to deliver the flawless customer experience every brand is seeking. A well-designed virtual assistant is available on multiple platforms, can provide a personalized...

One thing developers can count on when building a conversational AI is that users will inevitably enter prompts that may be unknown or outside of the AI’s scope. Depending on the chatbot’s intended use, it can be easy to break them by asking odd questions that...