Artificial Intelligence articles

AI Summarizer: From Endless Scrolls To Instant Case Insights Read more

AI Summarizer: From Endless Scrolls To Instant Case Insights

Customer conversations pile up fast. What begins as a quick question can quickly evolve into pages of back-and-forth information. In fact, customer interactions now span across chat, social media, email, and phone, which is why service teams often struggle to keep pace. This is where an AI summarizer becomes a game-changer. It automatically compresses lengthy customer exchanges into concise summaries. These AI-driven summaries help agents quickly grasp the context and reduce response time.

June 10, 2025
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CCaaS — The Foundation For Scalable Customer Engagement Read more

CCaaS — The Foundation For Scalable Customer Engagement

The call center has evolved from a traditional support function into a dynamic and customer-focused operation. Leading this transformation is CCaaS or Contact Center as a Service.  With CCaaS, businesses get a scalable platform that powers ticket routing, AI-driven insights, real-time analytics, and seamless omnichannel engagement straight from the cloud. Whether it is voice, chat, email, or social, the platform handles all channels at once through a single platform.

May 26, 2025
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6 Service Desk Hacks For Effortless Customer Care Read more

6 Service Desk Hacks For Effortless Customer Care

Does your organization serve customers directly? Are you currently facing any of the following operational challenges? For instance: An overwhelming volume of inquiries; Limited support agents struggling to manage the influx; Inefficient workflows and manual processes that consume valuable time; Or lack of automation in your customer service operations. These common bottlenecks often arise when businesses do not leverage AI-powered service desk software.

May 19, 2025
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Quality Management — Driving Customer Service Excellence Read more

Quality Management — Driving Customer Service Excellence

Quality management (QM), also known as quality assurance (QA), refers to the customer service strategies aimed at continuously improving service quality. The focus extends beyond just boosting service efficiency—it also aims to guarantee customer satisfaction and promote the professional development of support agents. 

May 14, 2025
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Conversational AI Bots Offering Infinite Solutions (Gen-AI Innovation) Read more

Conversational AI Bots Offering Infinite Solutions (Gen-AI Innovation)

Forget support bottlenecks! Instead, adopt a service model where customer queries are addressed with swift solutions in real-time, regardless of communication channels. Conversational AI bots bring that same leap in customer service. 

April 1, 2025
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AI Analytics: Essential For Smarter Decisions And Stellar CX Read more

AI Analytics: Essential For Smarter Decisions And Stellar CX

AI-driven analytics allows support teams to proactively meet customer needs with personalized, frictionless interactions. With the power to analyze vast datasets in seconds, AI detects patterns and trends that human eyes might overlook. This means businesses can fine-tune their operations and make data-driven decisions with razor-sharp accuracy. 

February 5, 2025
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Key AI Trends Driving Customer Service Excellence In 2025 And Beyond Read more

Key AI Trends Driving Customer Service Excellence In 2025 And Beyond


Staying abreast of industry trends helps enterprises get a grasp on factors influencing customer communication. In the past, ThinkOwl has helped businesses stay ahead of the curve with insightful blogs on the renaissance of customer experience, and tech-fueled transformation of customer service.

For 2025 and beyond, the trend focuses on artificial intelligence (AI) as a means to improve digital customer support. Before exploring the AI trends that will improve customer support and experiences, it's helpful to first mention key service trends for 2025 and beyond where AI will shine through. 

January 15, 2025
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Industry Insights: Leveraging AI Voicebot For Targeted Customer Care Read more

Industry Insights: Leveraging AI Voicebot For Targeted Customer Care

Conversational AI revolutionizes customer service by automating interactions with AI-driven voicebots, providing 24/7 seamless support. Intelligent voicebots understand people’s intents, needs, and expectations, and independently respond with contextual answers. 

AI-driven virtual assistants streamline customer interactions, making every exchange faster, more thoughtful, and more intuitive. Conversational voicebots use speech recognition and natural language processing (NLP) to understand and respond to customer queries via dialogue. 

In a previous article, we explained how voicebots identify speech and language patterns using AI and machine learning (ML) to automatically recognize and respond to human speech. It also discusses how conversational voicebots help brands enhance customer support strategies. You can read the blog here. However, this blog will discuss practical use cases for AI voice bots, including the technology’s application areas for 10 industries.

December 24, 2024
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Insights From The Tradeshows: Voices Of Industry Experts And Business Owners Read more

Insights From The Tradeshows: Voices Of Industry Experts And Business Owners

What do enterprises want in 2025 and beyond? Happy employees, delighted customers, and business profitability. Achieving these objectives requires a collaborative effort from SaaS providers to understand the market and the requirements of end consumers. And what better way than tradeshows to better understand consumers’ sentiments?

December 11, 2024
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