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alvinashcraft shared this story from Robin Osborne. When talking about the botframework, and chatbots in general, people usually assume that these are all using some clever logic and Natural Language Processing (NLP) to deliver a chunk of business logic...

WordPress professionals like theme and plugin authors, developers and other WordPress service providers constantly face the challenge of providing ample, quality after-sales support to their customers. It is a tricky area that even seasoned professionals...

Surprisingly, despite the omni-channel world we now live in, there are still those who consider web self-service to be a second-rate customer support channel. There is a misconception that customers would actually prefer to be kept on hold, waiting to...

ACI Scholarly Blog Index is beginning to set up trials to the database during the spring 2017 semester for prospective subscribers.  ACI encourages prospective customers to set up a no-obligation trial to the ACI Scholarly Blog Index before subscribing...

Social media has made proactive customer service easier than ever. Are you capitalizing on this opportunity to boost customer loyalty? Traditional proactive customer service efforts — such as FAQs, knowledge bases, automated notices and online videos...