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Digital Engagement Blog

James Mesbur

James Mesbur

Recent Posts by James Mesbur:

Speech is Not The Most Natural Interface

Heresy? Hear me out.

Topics: Contact Center Insights NLU

AI, Machine Learning, NLU, and You

I have a bold thought that’s gotten me into trouble on a few memorable occasions:

The best customer care is NO customer care.

I believe this deeply, but don’t get me wrong! I mean no ill will!

I don’t mean companies should prevent their customers from contacting them.

Rather, companies should strive to provide such high-quality service that customers never feel the need to reach out in the first place!

Topics: NLU IVR conversational IVR