CX Assurance Blog

When you stop to think about it, it seems the world we’re living in isn’t all that different from what science fiction writers imagined in the 1960s. We don’t have flying cars or time travel, but a lot of the pieces are there. Computers have opened doors that once...

A Little Empathy Goes a Long Way

Chatbots have come a long way. Usage of this technology, which once handled only a small portion of customer interactions, is growing at a rate of 22.5% per year. And, while bots could only manage 20% of customer chats from start...

Do You Have the Plan and Tools You Need?

If you could boil down the role of contact center managers to just one job, what would it be? Supervising agents? Ensuring everyone is well trained to handle calls? Keeping the lights on?

From the corner office to a customer service agent’s cubicle, one word is filling the airwaves: chatbots. Chatbots are at the top of the wish list for European leaders as varied as chief digital officers, vice presidents of mobile and web capabilities, and...

This article was originally published on Botium’s blog on April 21, 2022, prior to Cyara’s acquisition of Botium.Learn more about Cyara + Botium

"What makes a great chatbot?"

An Acquisition that Made Perfect Sense

Artificial intelligence is evolving rapidly, and it’s changing the way customers and businesses interact on every level. As more of these interactions move online, automated chatbots are becoming a mainstay in industries of...

This article was originally published on Botium’s blog on March 24, 2022, prior to Cyara’s acquisition of Botium.Learn more about Cyara + Botium

Like most people in other technical fields, we can also get easily carried away with what we are currently building,...

This article was originally published on Botium’s blog on February 23, 2022, prior to Cyara’s acquisition of Botium.Learn more about Cyara + Botium

From traditional IVR systems, still very common in customer service, to voice assistants on Alexa or Google...

This article was originally published on Botium’s blog on January 28, 2021, prior to Cyara’s acquisition of Botium.Learn more about Cyara + Botium

When it comes to testing WhatsApp chatbots up to now there have been mainly two approaches:

• Testing manually on a...