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The Art and Science of Conversation Analytics

The Art and Science of Conversation Analytics

Why is it still so hard to get insight from customer conversations? We look at the tools and techniques you need to apply and explain why there is so much more to Conversation Analysis than solution suppliers want you to think.

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Case Study: BGL

Case Study: BGL

Helping BGL to create a dynamic self service offering on the phone channel that will reduce cost and improve customer experiences.

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Case Study: Mazaru

Case Study: Mazaru

A partnership with Humanotics helps Mazaru to build an Artificial Intelligence powered solution. Read our product development case study.

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Contact Centre AI: What are your options?

Contact Centre AI: What are your options?

David was recently a guest on the Call Centre Helper podcast, where he discussed some of the many AI misconceptions but also where it’s making a difference to customer interaction today and the promise of technologies such as predictive routing, biometrics and chatbots.

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A unique Masterclass is launched – An Executive Guide to AI in the Contact Centre

A unique Masterclass is launched – An Executive Guide to AI in the Contact Centre

Leading companies are aiming for Artificial Intelligence to reduce the volume of human interactions by 50% within two years. So how can AI practically transform customer service today? In partnership with Brainfood Consulting’s Martin Hill-Wilson we are announcing the launch of a one-day AI Masterclass for Service Leaders that will run over a number of dates this Autumn in London and help you to answer this question.

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