„L.I.G.H.T. AI Concierge“

NPOO.C1.6.R1-I2.01-V3.0002

Financira Europska unija – NextGenerationEU

Tvrtka BULB d.o.o. dana 28. listopada 2025. godine uspješno je završila s provedbom projekta „L.I.G.H.T. AI Concierge“ koji se provodio sukladno pravilima Poziva na dostavu projektnih prijedloga za dodjelu bespovratnih sredstava „Jačanje održivosti te poticanje zelene i digitalne tranzicije poduzetnika u sektoru turizma, grupa 3: Poticanje razvoja proizvoda i usluga te poslovnih modela u ekosustavima u lancu vrijednosti turizma koje doprinose zelenoj i digitalnoj tranziciji i rješavanju ključnih izazova u sektoru turizma“ u okviru Nacionalnog plana oporavka i otpornosti 2021.-2026. Posredničko tijelo razine 1 je Ministarstvo turizma i sporta (PT1), a Posredničko tijelo razine 2 je Hrvatska agencija za malo gospodarstvo, inovacije i investicije (PT2).

 

Nositelj projekta: BULB d.o.o.

Projektni partner: Sedmi odjel d.o.o.

Ukupna vrijednost projekta: 3.187.624,16 eura

EU udio u financiranju projekta: 1.969.358,98 eura

Razdoblje provedbe projekta: 28.2.2023. – 28.10.2025.

Voditelj projekta i kontakt osoba: Vedran Rezar, vedran.rezar@bulbtech.com

 

Uspješnom realizacijom projektnih aktivnosti postignuta je svrha projekta – povećana konkurentnost poduzeća razvojem superiornog AI rješenja s visokim potencijalom tržišne primjene, namijenjenog upravljanju korisničkom podrškom u turističkim operacijama. Uspješnom realizacijom projekta doprinijelo se ostvarenju općeg cilja projekta – povećanju konkurentnosti hrvatskog turizma uvođenjem visoko-inovativnog tehnološkog proizvoda i adresiranjem ključnih izazova hrvatskog turizma.

 

Projekt je uključivao sljedeće projektne aktivnosti:

1. Istraživanje novih koncepata, metoda i tehnologija u području kognitivne automatizacije s ciljem dokazivanja koncepta AI virtualnog asistenta namijenjenog turističkim operacijama (AI Conciergea)
2. Istraživanje tehnologija prikladnih za dizajn podatkovne okoline sukladne istraživačkim zahtjevima
3. Eksperimentalni razvoj AI Concierge inteligentnog sustava za end2end optimizaciju turističkih operacija u destinaciji i upravljanje korisničkom podrškom u relevantnom okruženju
4. Integracija i implementacija AI Concierge virtualnog asistenta u operativnom okruženju
5. Diseminacija rezultata istraživanja i razvoja
6. Upravljanje projektom
7. Promidžba i vidljivost

Provedbom planiranih aktivnosti postignuti su idući rezultati:

• Razvijen inovativan proizvod namijenjen jačanju održivosti te poticanju zelene i digitalne tranzicije poduzetnika u sektoru turizma
• Finalni prototip proizvoda tehnološke razine spremnosti TRL 8 demonstriran u stvarnom okruženju
• Zaštićeno intelektualno vlasništvo
• Rezultati istraživanja diseminirani putem publikacija, sudjelovanja na konferenciji te objavom otvorenog koda

 

 

Više informacija na:

https://planoporavka.gov.hr/

www.strukturnifondovi.hr

Sadržaj internetske stranice isključiva je odgovornost tvrtke BULB d.o.o.

Izneseni stavovi i mišljenja samo su autorova i ne odražavaju nužno službena stajališta Europske unije ili Europske komisije. Ni Europska unija ni Europska komisija ne mogu se smatrati odgovornima za njih.

Overcoming the challenges of generative AI adoption is quickly emerging as a significant priority for businesses in every industry. According to a McKinsey report, while general AI adoption levels have remained consistent in recent years, 40% of companies are increasing their AI investments, specifically with a focus on unlocking the benefits of generative AI.

The versatility and power of large language model-powered generative AI solutions can pave the way to astronomical business growth. Not only do generative AI tools improve productivity and efficiency, reducing operational expenditures, but they can boost profits too.

In the customer service landscape, for instance, generative AI solutions can empower companies to implement strategies that increase customer satisfaction and retention. According to studies, satisfied customers spend 140% more than other consumers, and help to drive new buyers to your business.

Unfortunately, while generative AI solutions have limitless potential, the implementation of this technology comes with its fair share of challenges.

Here are some of the most significant challenges of generative AI adoption business leaders need to consider today (and how you can overcome them).

The 8 Challenges of Generative AI Adoption

Adopting generative AI technologies isn’t as simple as installing new apps and tools for your contact center or back office teams. There are numerous hurdles to consider, from training and fine-tuning AI models to suit your specific use cases, to preserving security and compliance.

While the biggest challenges facing your organization will vary depending on your specific circumstances, most companies will need to overcome one or more of the following hurdles.

Challenge 1: Aligning Data and Resources

Like many artificial intelligence solutions, generative AI systems are reliant on large volumes of high-quality data. If the data you use to train and inform your models is incomplete, erroneous, or bias, the output you get from your apps and bots will be unreliable.

Unfortunately, many companies struggle to unify and clean their data ecosystem prior to generative AI adoption. To overcome this issue, businesses need to take a multi-faceted approach to data readiness. This starts with identifying which data will be essential to your AI models, based on your intended use cases.

For instance, if you’re building bots to help improve agent training initiatives, you’ll need to access data from previous training initiatives, customer service tools, workforce management apps, and knowledgebase documents. Next, you’ll need to:

• Evaluate and clean your data: Regularly review and sanitize your databases, searching for inaccuracies and potential biases. Ensure that your databases include diverse data sets to enable more holistic responses, and eliminate bias issues.
• Prioritize integration: Choosing a generative AI platform that can integrate and consolidate data from multiple different environments will save you a lot of time and money. Ensure your solution is flexible enough to integrate with your existing resources.
• Leverage human-led tuning: Don’t rely exclusively on your generative AI bots to learn and improve over time. Make sure your data analysts and IT team members are constantly evaluating bot performance for inaccuracies and problems.

Challenge 2: Generative AI Skill Shortages

Limited resources account for many of the challenges of generative AI adoption. In particular, many companies are struggling to access the skilled data analysts and development professionals they need to fine tune and optimize generative AI models.

Around 6 in 10 IT workers say their companies are still struggling with a shortage of AI skills in 2024. As competition for talent increases, companies need a way to overcome this skills gap. One option could be to implement generative AI training initiatives designed to teach employees how to use the latest tools ethically, and effectively in their workflows.

Another option could be to outsource generative AI development and implementation tasks to specialists with experience leveraging large language models and frameworks. One of the easiest ways to overcome the generative AI skills shortage, is to implement solutions and technologies that put the user experience first.

Innovative generative AI platforms, like the Cempresso AI Studio eliminate the need for extensive developer knowledge, by giving users access to a simple drag-and-drop environment where they can configure and design AI models for various applications. With this user-friendly and accessible platform, companies can empower all employees to work together on AI development and implementation, regardless of their experience in the landscape.

Challenge 3: Ethical Concerns and Accountability

Ethical concerns have emerged as a major consideration for many companies implementing generative AI tools. Though generative AI frameworks and algorithms are growing increasingly advanced, they’re not foolproof. Many solutions still suffer from “AI hallucinations”, which mean they can confidently give incorrect answers to questions.

Some solutions can also blur ethical boundaries by stealing copyrighted information from other environments, leading to potential fines and legal repercussions. Working with an AI solution platform that gives you complete transparency and insights into how your AI systems and models work, and where they’re sourcing data from can help you to eliminate these issues.

Additionally, establishing and implementing ethical guidelines that inform employees on how they should use generative AI tools will help to reduce risk. Another good strategy is to regularly review the responses generated by your AI tools, or set up automated solutions that notify your team when a response is considered risky, or unethical.

Challenge 4: Maintaining Legal and Regulatory Compliance

Just as it’s important to ensure your organization is ethical and transparent about the way it uses and trains AI algorithms, it’s crucial to ensure your strategies align with evolving regulatory and compliance guidelines.

While generative AI tools can actually help you to mitigate compliance risks, monitoring suspicious activities and helping you track the flow of data, there are hurdles to address too. Some organizations may need to consider sourcing insights from legal experts, to help them identify potential compliance risks in the way they use data to train and support bots.

Others will need to consider conducting regular compliance audits, ensuring they’re tracking potential issues within AI operations and outputs that could lead to threats. In all industries and environments, it will be important to implement flexible generative AI platforms. After all, regulatory guidelines and compliance frameworks are constantly changing as generative AI continues to evolve.

A flexible platform will allow you to update workflows, policies, and strategies to ensure you remain compliant, no matter how your industry evolves.

Challenge 5: Data Privacy and Security

As mentioned above, most generative AI solutions are powered by “large language models” which rely on access to huge volumes of data from throughout your business ecosystem. The vast amount of data utilized by AI systems poses significant data security risks, with the potential for breaches and misuse. Additionally, companies need to ensure they’re protecting the privacy of individuals whose data is utilized for training and tuning purposes.

The steps mentioned above for improving ethical AI use and compliance will help with these issues. However, companies will also need to ensure they’re implementing layers of security in other areas. This could mean tuning AI bots to remove sensitive information from data collected and stored in business ecosystems, to reduce potential threats.

It could also involve using access control mechanisms to limit which employees have access to certain AI-powered workflows and data. In all cases, adopting top-tier encryption technologies will be essential to securing data inputs and outputs. Ensure the generative AI solutions you implement have the right security measures in place to protect you from data breaches and leaks.

Challenge 6: Huge Computational Resources and Costs

While there are various plug-and-play examples of generative AI tools out there, like Microsoft’s Copilot solutions, or ChatGPT, these technologies rarely offer the purpose-driven functionality modern businesses need. To ensure they’re getting the most value out of their generative AI tools, companies need to be able to customize and fine-tune their AI models.

Unfortunately, training generative AI models doesn’t just require a huge investment in skilled personnel. It can also require companies to spend significant money on computational resources, such as high-performance GPUs. Many smaller businesses can struggle to adopt generative AI solutions, simply because they don’t have the right infrastructure.

The easiest way to address this issue is to invest in a generative AI platform that helps to reduce the impact on your computational resources. For instance, the Cempresso AI Studio can leverage both pre-built open source LLMs and proprietary frameworks, based on your available resources.

It also offers access to an existing back-end infrastructure, which houses the logic for your AI builder, a large vector library, and scalable internal database. The flexible nature of Cempresso AI Studio ensures companies can tap into the benefits of generative AI, without breaking their budget.

Challenge 7: Overcoming Resistance to Change

Throughout every industry, employees are growing more open to the idea of adopting generative AI tools. However, there are still many employees throughout the workforce who believe the adoption of these technologies will render them obsolete, paving the way for hyper-automation to replace human roles.

The reality is that cutting-edge AI technology should empower and augment, not replace human employees. It should help companies to accomplish more with less, by ensuring they can automate repetitive tasks, improve employee productivity and efficiency, and reduce workplace errors.

Showing your team members that you’re committed to a strategic alignment between human expertise and AI innovation will help you to overcome change resistance. Demonstrate to employees how your AI tools can help them spend less time on repetitive tasks and more time on creative work.

Show them how AI tools can provide them with consistent coaching and guidance, helping them to achieve their professional goals faster. Provide teams with a sense of psychological safety, by helping them to understand how their roles will be affected by generative AI innovation. Additionally, make sure you’re consistently investing in training and resources that support adoption.

Challenge 8: Ensuring Scalability and Adaptability

Finally, as your organization evolves, and continues to explore new use cases for generative AI solutions, it’s important to ensure you have the freedom to scale your solutions. The technology you embrace for generative AI modelling and development should offer access to a modular environment that consistently adapts to suit your changing needs.

For instance, Bulb Tech’s Cempresso AI studio is designed specifically to support business agility and scalability. It can integrate with a range of different LLM solutions and APIs, comes with configurable blocks that make it easy to design and customize flexible flows, and enables rapid access to new resource libraries and tools.

With Cempresso AI Studio, companies can implement generative AI into their ecosystems at a pace that suits them, gradually increasing their investment and unlocking new opportunities. More importantly, they can access step-by-step guidance and support from the Bulb Tech team, to help them identify new opportunities for AI automation and areas for growth.

Businesses can combine their AI-powered modelling system with tools for chatbot and virtual agent development, proactive network management, self-service solutions and more. This incredible level of scalability and flexibility ensures businesses from all industries can tailor their generative AI roadmap to their specific needs, and increase return on investment.

Overcome the Challenges of Generative AI Adoption

Generative AI is quickly emerging as a must-have part of the modern business technology stack. Used correctly, it has the potential to reduce operational costs and improve productivity, enhance customer experiences, and even streamline everyday processes.

However, technologies as transformative as generative AI can be challenging to implement. Companies need a strategy to overcome countless hurdles, from change resistance, to security and compliance threats, and even end-to-end integration issues.

Fortunately, Bulb Technologies offers the perfect platform to help address all of these issues. With our flexible, secure, customizable, and easy-to-use Cempresso AI Studio platform, any company can unlock the benefits of generative AI, without the risks.

Whether you’re designing state-of-the-art self-service bots, creating real-time coaching solutions for team members, or just using AI to unify data and leverage valuable insights, our platform can help.

Contact the Bulb Technologies team today to learn how we can help you overcome the challenges of generative AI adoption, and maintain a competitive edge in your industry.

 

Can AI in the contact center make a difference?

Contact center managers and business leaders are facing endless challenges in today’s world. They need to adapt rapidly to evolving customer expectations, adhering to the demand for more personalized, efficient, and intuitive experiences, all while handling the challenges caused by increasing levels of competition, and evolving technology.

However, economic uncertainty and diminishing budgets means many companies have limited resources to invest in their success. Every company, from small startups, to major enterprises, needs to figure out how to do more, with less.

Fortunately, for cash-strapped companies, AI could hold the answer. Innovative new technologies, powered by advanced algorithms and large language models can help organizations optimize workflows, boost team efficiency, and even deliver exceptional customer experiences.

The Best Ways to Do More with Less, Using AI

In the last couple of years, the arrival of new AI solutions has had a resounding impact on many companies. Not only is it helping to streamline customer service, and automate repetitive tasks, but the right AI tools but the right AI tools can actually save your company money.

Research from Zendesk found that 68% of employee experience professionals believe AI solutions and bots will drive massive savings for companies in the next few years.

Here’s how you can accomplish more with less, by using AI in your contact center.

Use AI to Deliver Better Customer Experience with Fewer Agents

As we mentioned above, customer expectations are evolving. Today’s consumers want access to be able to access streamlined, efficient, and personalized service on a range of channels, and they want it faster than ever. In fact, 90% of customers say getting an immediate response is crucial.

Unfortunately, depending on the size of your business, being able to respond instantly to customers, at any time on any channel, would usually require a significant number of agents. AI can help you deliver instant service, without the additional staff.

With tools like the Cempresso AI Studio companies can build bots that can automatically handle common customer queries, 24/7. You can design bots that use generative AI to rapidly and creatively respond to questions, and even personalize interactions with insights from your CRM software.

Companies can even use AI Studio to design tools that speed up the customer triaging and routing process. Bots can rapidly identify the intent and sentiment behind a request, and match a customer with the right agent in a matter of seconds.

All of this not only means customers can access support faster, it also takes some of the pressure off your agents, allowing them to concentrate their time on handling more complex queries that require human input and empathy.

Create AI Flows that Streamline Data Analysis

Analyzing data in the contact center is crucial to ensuring you can meet customer expectations, and deliver consistently great experiences. The right data can offer you a deeper insight into your target audience, their pain points, goals, and even the journeys they take with your company.

Unfortunately, analyzing, organizing, and drawing insights from large volumes of data can be time-consuming and complex. It can take hours for a business leader or analyst to uncover useful information from endless metrics, call recordings and transcripts.

AI allows companies to rapidly draw meaningful insights from their data, even without access to the world’s top data scientists. For instance, with Cempresso AI Studio, companies can build tools that automatically process data, sort it into relevant categories, and surface valuable trends.

AI tools can discover patterns that might not be obvious humans, identify risks and opportunities, and even improve the quality of your data for both reporting and compliance purposes.

Plus, with a tool like Cempresso AI Studio, you can easily connect numerous data points and resources to the same analytical system, ensuring you get a more holistic view of your business.

Leverage AI to Improve Employee Efficiency

AI has long proven to be a valuable tool for enhancing employee efficiency and productivity. Now, thanks to the rise of generative AI and large language models, the right tools can further optimize and enhance your team.

First, the right AI tools can automate repetitive and time-consuming tasks, such as manually entering data into a CRM, or creating reports. It can also streamline the tasks employees need to do every day. For instance, an AI assistant created with Cempresso AI Studio can automatically identify keywords in a conversation, and surface relevant documents, so agents can spend less time searching.

Already, around 91% of customer support reps who use AI regularly say chatbots and assistants help them respond more efficiently to customer service requests.

You can even use AI to complete certain tasks on auto-pilot. For instance, AI solutions can monitor conversations in real-time and alert business leaders when they detect issues with security, compliance, or call quality. AI systems can even use historical data to surface predictions, helping you to forecast demand levels, and schedule employee workflows more effectively.

Use AI to Train More Effective Agents

While AI does help companies to reduce the number of repetitive tasks agents and employees need to manage each day, they don’t eliminate the need for human workers. AI tools are there to augment, not replace your staff members. There will always be a need for human beings to deliver creative and empathetic customer service, and design more innovative products and services.

However, to achieve the best outcomes, in the shortest time possible, employees need the right training, coaching, and support. Unfortunately, many organizations struggle to find the time to consistently develop and train their employees.

AI can once again bridge the gap here. Companies can use tools like Cempresso AI studio design bots that can offer real-time coaching and guidance to staff. These bots can steer employees towards the next best action in an interaction, based on historical data, sentiment analysis and more.

AI tools can identify potential weaknesses in team members, and offer suggestions to business leaders on where training and development is necessary. You can even use AI tools to automate the employee on-boarding process, and deliver online workshops. Generative AI tools can even create content for your courses, based on your input and goals.

Implement AI to Accelerate Product and Service Development

Finally, to stay competitive in today’s world, businesses in every industry need to constantly innovate. You need to ensure you’re regularly updating your products and services based on the feedback you get from your customers, and changing market dynamics.

Unfortunately, enhancing products and solutions can be time-consuming, requiring extensive analysis, testing, and evaluation. AI tools, however, can simplify this process. They can sift through feedback gathered from countless customers in seconds, offering insights into which features need to be improved on an existing product.

AI solutions can also analyze market trends, competitor products and more, to detect potential gaps in the market your business might be perfectly positioned to fill. On top of that, AI solutions can actually help you design your products, generating development road-maps, go-to-market strategies, and even step-by-step instructions for your team members.

You could even use generative AI bots to create FAQs, product demo videos, and presentations for your sales and marketing teams. The right AI technology can transform the complex and expensive process of innovation in your company into something that’s more efficient, and more likely to deliver a fast return on investment.

Using AI to Do More with Less in the Contact Center

AI won’t eliminate the need to hire various crucial professionals for your contact center. You’ll still need experts capable of empathetically handling customer queries, pitching products to new customers, based on their distinct goals, and troubleshooting complex issues.

However, the right AI tools can allow you to accomplish more with less in your organization. It can reduce the number of repetitive tasks your employees need to do each day, empower your team to offer 24/7 immediate service, and transform the data analysis process.

The best news? Unlocking all of the benefits that AI can bring to your contact center isn’t as complex or expensive as it seems. With Bulb Technologies’ Cempresso AI Studio, you don’t need to invest in expert developers to infuse AI into your systems.

Instead, you can access a comprehensive drag-and-drop solution, that allows you to design AI flows and chains for any use case or requirement. What’s more, the endlessly scalable and flexible system can adapt with your business, and connect to all of your existing tools and resources.

If you’re struggling to accomplish more with less in your contact center, Cempresso’s AI Studio could give you the intelligent boost you need. Contact our team today to learn more about the revolutionary solution we’re building, to simplify and improve access to next-level AI.

Generative AI has taken the world by storm. Ever since OpenAI introduced companies to the potential benefits of large language modelling and GenAI assistants, demand for these tools has skyrocketed. In fact, more than 40% of respondents in a McKinsey study said their companies are planning on increasing their AI investment purely as a result of generative AI’s potential.

Already, Gen AI tools have proven to be incredibly effective at improving employee productivity, streamlining business processes, enhancing efficiency, and reducing operating costs. They can even empower companies to deliver better customer experiences.

Unfortunately, while 86% of IT leaders expect generative AI to play a prominent role in their organizations, there are still barriers to adoption. Compatibility issues between generative AI apps and existing technology ecosystems, resource limitations, and implementation complexities are preventing companies from unlocking the full value of generative AI.

Fortunately, certain technology innovators, like Bulb Technologies, are exploring new ways to make generative AI adoption, implementation, and utilization easier than ever.

Streamlining Innovation: The Cempresso AI Agent

Bulb Technologies has long utilized artificial intelligence and machine learning technologies within their comprehensive Cempresso suit, to help enhance customer care and improve employee performance. The new Cempresso AI Agent offering represents an innovative step forward in Bulb Technologies’ strategy for empowering modern teams with intelligent solutions.

Designed to make the deployment of generative AI solutions simpler, and more efficient, while ensuring companies can preserve security, privacy and compliance standards, AI Agent revolutionizes the technology market. This highly customizable solution focuses on a flexibility-first approach.

Unlike conventional strategies for generative AI deployment, which involved integrating everyday systems with specific LLM (Large Language Model) systems, Cempresso AI Agent comes pre-integrated with various different leading LLMs. This approach means Bulb Technologies can offer access to a streamlined, uniform AI interface and experience, regardless of your preference for open-source or proprietary language models.

Companies can select the implementation that best fits their requirements with ease, and side-step common problems with compatibility, or training team members on how to use several interfaces at once. The solution can even rapidly adapt to the needs of big companies and tiny startups alike, scaling and evolving according to the needs of your organization.

What’s more, AI Agent doesn’t just make embracing generative AI tech trends simpler, it also ensures companies can take full advantage of the latest technology, with a robust pre-built feature set, and straightforward user interface. Cempresso AI Agent puts business leaders in control of everything from comprehensive resource management to performance optimization and security assurance.

The Incredible Use Cases of Cempresso AI Agent

Already, companies from a range of environments and industries are discovering the multitude of benefits generative AI can offer. The right solutions improve both customer and employee experience, provide access to deeper business insights, and drive innovation.

Cempresso AI Agent, from Bulb Technologies, supports a wide range of generative AI business use cases, accelerating companies towards various crucial goals for growth and profitability. Some of the examples this innovative solution can support:

1.      Unstructured Data Collection

With Cempresso AI Agent, companies can dive deeper into their available data, extracting useful insights from unstructured data such as product descriptions, instructions, customer reviews, email threads, and more. Where leveraging this data in the past would have been a complex process, using Cempresso AI Agent gives businesses an easy way to gather, examine and derive insights.

With AI Agent, organizations can quickly build powerful workflows for data ingestion and analysis, without complex integration efforts. This paves the way for enhanced decision-making, with the ability to draw data from numerous existing processes and supporting systems.

2.      Text Summarization

Speed is essential in today’s fast-paced corporate world. Studies show that generative AI could give us back around 40% of our working hours, simply by automating and streamlining repetitive tasks. Rather than having to read through complex email correspondence, reports, and documentation just to find essential information, companies can use AI to summarize data into crucial action points.

The Cempresso AI Agent solution can condense long articles and other files into succinct summaries, extract action points from chat communication threads and more. Plus, the easy integration capabilities mean it’s simple and quick to fit the solution into your existing systems and processes.

3.      Creative Response Generation

Building strong relationships with customers, partners, and stakeholders requires highly effective and personalized communication. However, when pressed for time, and struggling with limited access to data, agents can struggle to immediately identify the ideal response. Cempresso AI Agent allows companies to rapidly enhance the communication skills of their teams.

Leveraging huge volumes of relevant data, from various sources such as your CRM database, delivery tracking system or product catalog, the system can suggest the ideal response to any question or query in seconds. Additionally, it can leverage sentiment analysis, contextual signals, and historical interaction analysis capabilities, to drive more meaningful and personalized conversations. This not only increases customer satisfaction and engagement, but boosts employee productivity too.

4.      Next-Best-Action Recommendation

Employees in today’s world need to be agile, ready to adapt to a wide range of events and circumstances, so they can deliver excellent experiences, drive sales, and unlock opportunities. However, determining the next best action in a workflow isn’t always simple. Cempresso AI Agent can harness the power of AI Agent to provide both employees and clients with step-by-step guidance.

The solution can help to map the perfect strategy for each situation, allowing for the creation of more personalized, engaging customer experiences, and efforts that boost customer loyalty. Whether clients are asking for advice or technical support, or need help choosing the ideal product, AI Agent can leverage historical data, real-time information, and business insights to pave the way to success.

5.      Quality assurance

In today’s world one of the most difficult tasks is maintaining quality when everything comes in large volumes. The same applies to correspondence with your customers. Sales teams, customer support representatives, and all other teams create large volumes of written communication with customers. Not to use it to maintain or improve quality of communication would be a waste. But on other side, it is difficult to control 100% of the written communication.

Cempresso AI Agent is able to autonomously check the quality of communication based on different parameters like using the right wording, mentioning all the benefits of the offer, language or even how the customer was calmed down. The best cases can be used for the training of other employees, and the worst could be marked for additional training. Nevertheless, you can control the quality of 100% of written communication with your customers.

Unlock the True Power of Generative AI

Demand for generative AI will only continue to grow as companies recognize the benefits this technology can deliver for customer experience, business productivity, and employee engagement. However, organizations need a simple way to ensure they can implement the latest technology into their existing workflows as seamlessly as possible.

With it’s zero-code approach, the Cempresso AI Agent solution represents the perfect catalyst for generative AI innovation and business growth. This simple but effective tool transforms the way organizations operate and interact with data, ensuring everyone can discover the true benefits of generative AI, without the unnecessary complexity.

Ready to revolutionize your business and step into the generative AI era? Learn how Cempresso AI Agent can transform your company’s operations today. Reach out to our team, visit our website, or contact the Bulb Technologies team for a demo.

 

Customer experience trends are constantly changing and the CX landscape is a dynamic one. The expectations customers had when working with companies ten years ago aren’t the same as they are today. We’re living in a world of digital innovation, transformation, and growth. As such, customers expect brands to be more innovative when it comes to delivering great interactions.

The best way to determine which key trends will define your contact center in 2023, is with your own research. Analyzing your customers, collecting feedback, and responding to their specific concerns will ensure you can set yourself apart from the other market leaders in your space.

However, if you’re not sure where to begin, there are some key points worth paying attention to as we continue through this year. Here are just some of the most important customer experience trends you’ll need to be aware of when building and enhancing your contact center throughout 2023.

1.    The Cloud Takes Over

The transition to the cloud isn’t an entirely new concept for contact centers. For years now, companies in the SaaS industry have been offering flexible, cloud-based solutions for customer service. However, many organizations have failed to make the transition into this scalable and flexible landscape, fearing changes to productivity, security, and performance.

Of course, when the pandemic hit, many businesses had to put their worries about the cloud to one side, to focus instead of enabling and empowering out-of-office workers. This has sparked a rapid migration to the cloud environment almost on a global scale. Even in a post-pandemic landscape, hybrid and remote work is here to stay, making the cloud crucial to any business strategy.

Notably, CCaaS and cloud solutions aren’t just beneficial from a flexibility perspective. The cloud also allows companies to be more agile when it comes to implementing new channels and functionality into their CX strategy. Shifting into the cloud today means you can make more rapid changes to your ecosystem in the years to come.

2.    Channels Continue to Evolve

Similar to the cloud, omnichannel interactions have been taking over in the contact center for a while now. The majority of today’s consumers are used to being able to move through a range of different channels when seeking out service, from self-help chatbots to video and voice. In order to compete in this landscape, businesses need to ensure they’re operating on all the right channels.

Crucially, it’s not enough for business leaders to simply bolt communication channels together. Every platform used by a brand needs to be connected to deliver a consistent, cohesive experience. Omnichannel platforms designed to unify and integrate various CX tools will be crucial going forward. Many companies are even beginning to link their CCaaS systems with ERP tools, CRMs, UCaaS technology, and artificial intelligence.

Now that 78% of people are using more than one channel to complete transactions, it’s more important than ever for businesses to create an environment that offers a seamless experience from beginning to end – no matter which channel is used. Even self-service tools should be able to automatically send critical information about a customer conversation to agents on demand.

3.    Automation Augments Agents

Automation in the contact center has been a topic of some controversy in recent years. Some companies are (rightfully) concerned that automating too many of the interactions between agents and customers could lead to less empathetic conversations. While it’s true that the human being still needs to play an important role in the contact center, augmenting staff with automation can help to make contact center interactions faster, and more convenient.

Around 90% of customers now say an immediate response is necessary for them to feel satisfied by the customer experience they get from a brand. Creating intelligent, automated tools capable of guiding customers through their service experience is an excellent way to ensure everyone gets a response immediately, no matter what time it might be.

Automation can also help to strengthen employee productivity, by completing repetitive tasks that would otherwise take up too much essential time. The right tools can provide instant access to information about a customer when an agent picks up a message or call. They can also record information rapidly, store it in CRMs, and complete call wrap-up processes.

In some cases, an automation ecosystem can even make it easier to connect with customers, by automatically dialing numbers and only transferring conversations to an agent when a phone is answered.

4.    Regulatory Compliance Evolves

Keeping information secure and private has always been an important consideration for contact centers. However, in recent years, as regulations around data management have continued to evolve, brands are facing increasing pressure. Privacy regulations in the United States, as well as in other locations around the world, are at an all-time high.

With this in mind, companies should be looking for ways to improve the security and compliance of their ecosystem. To begin with, it could make sense to begin implementing tools into the contact center that empower teams to minimize security issues, by alerting them when risks are present in a conversation. Some automated tools can even redact private details from calls automatically.

At the same time, many businesses will need to think about how they record and store information across a range of channels. To remain truly compliant, many of today’s companies will need to think more carefully about which information they’re collecting from video, audio, and text conversations. Choosing a CX solution with built-in compliance and security solutions can help to minimize issues, and improve TX for the entire business.

5.    Empathic, Personalized Service

Just because customers want companies to be more careful about how they use data, doesn’t mean they don’t expect you to leverage the information you collect at all. In fact, most of today’s customers are happy to have businesses collect data from them, if it means providing a more relevant and personalized experience.

With the right data collection strategies, you can ensure you’re delivering more meaningful insights and support to your customers through every stage of their journey. There are even tools that can automatically draw information from a CRM solution to help agents deliver a more personalized experience overall.

However, there’s more to delivering an empathetic personalized service than just using the right technology. Business leaders will also need to ensure they’re training their team members to follow the right best practices. Remember, 96% of customers say empathy is the main thing they look for when deciding which businesses to work with. If your agents can demonstrate consistent compassion and understanding, you’re more likely to earn the loyalty of your clients.

6.    AI Gets a Boost

Rising customer expectations, talent shortages, and a range of other issues have led companies to invest more heavily in AI solutions for the contact center in recent years. However, these tools haven’t always delivered the right level of support. Many old-fashioned chatbots and virtual assistants could only assist customers with basic tasks and actions.

Today, if companies want to make sure they’re standing out from the competition, they need to be willing to invest in more intuitive tools. Generative AI tools like ChatGPT, machine learning systems, and products with built-in natural language processing are becoming increasingly popular.

Used correctly, the right AI systems can ensure you not only deliver a better self-service experience to your customers but also make the most of the data you’re collecting about each client. Artificial intelligence can be infused into virtually every aspect of the contact center. It can even help to make your agents more productive, by providing real-time insights and guidance during conversations, complete with information on sentiment analysis.

Preparing for the New Age of the Contact Center

Both CX and the contact center are constantly changing, adapting to the trends and expectations of an evolving landscape. While it’s difficult to know what the future might hold for this landscape, we can make a few assumptions based on the current trends. Going forward, the contact center will need to be an agile, cloud-based, and flexible environment, which offers support across multiple channels.

Companies will need to invest more heavily in automation and AI to improve both employee and customer experience at the same time. Additionally, there will be a greater focus on delivering empathetic, unique experiences through every channel.

Fortunately, there are already tools available to help companies make the transition into this new landscape. Contact Bulb Tech today to find out how our Cempresso platform can help to equip you for the new age of contact center experiences.

 

The customer service landscape has evolved at a phenomenal rate. In recent years, customers have begun to expect more from the companies they work with.

They want every interaction with a business to be as convenient, streamlined, and personalized as possible, and they’re unwilling to accept anything less than the best. To meet these changing expectations, companies mustn’t only upgrade, train and reskill their service teams. They must also be prepared to adapt to a new age of communication.

Because to achieve the convenience and simplicity they crave, consumers are increasingly turning away from traditional communication channels and embracing the digital age. More than ever, consumers are using self-service channels, online chats, and other tools to engage with brands. If you don’t offer high-quality digital customer service, you can’t compete in the CX space.

What is Digital Customer Service?

Digital Customer Service is essentially a strategy for supporting and advising customers through a range of “digital” channels, including mobile apps, email, chat, and messaging apps. The number of digital communication channels is quickly outpacing traditional methods of engaging with customers, and consumers are demanding more options from the brands they connect with.

With a digital customer service strategy, companies can ensure they’re providing service that fits their customers’ needs and lifestyles. For example, there are now 3.5 billion smartphone users worldwide. They use their digital devices for texting and messaging, buying products and services, consume services. It’s only logical that they’d want to continue using the same tools and platforms when engaging with brands.

Consumers also appreciate the convenience, speed, and simplicity that many digital channels offer. Sending a message to a customer service representative is often easier than waiting for a representative to answer a call. Even if conversations can’t be handled faster through digital channels, these platforms give customers more freedom to engage in other tasks while they wait for assistance.

 

How to Audit Your Digital Customer Service Strategy

Building an effective digital customer service strategy starts with assessing your current CX efforts. Assessing your ecosystem, your customer’s journey, and the pain points customers currently face will ensure you’re on the right path to evolution. For example, take a look at:

 

• How customers engage: Start by asking yourself how your customers are currently engaging with you. Which channels do they use, and which do they prefer to avoid? Do they constantly use email or messaging instead of voice? What kind of communication methods do your customers constantly ask for? Do your customers want or need self-service applications to solve their own problems?
• Your communication channels: What channels are currently available to you for customer communication? Chances are you use at least a handful of methods to connect with your customers, such as email and phone. Ask yourself if you’re providing the right range of solutions based on what you know about your customers.
• The marketplace: How does your CX strategy compare to your competitors’ options? What channels do they offer that you don’t currently have? What new trends are emerging in your industry when it comes to customer service and communications? Are there opportunities for you to differentiate your service?

Areas to Prioritize for Better Digital Customer Service

After examining your current CX strategy, you’ll be in a better position to make some effective changes to your digital customer service. While there’s no one-size-fits-all strategy for keeping customers happy and loyal, focusing on a few key areas can boost your chances of success.

Here’s where you should start if you want to upgrade your digital customer service.

 

1.    Expand Your Omnichannel Strategy

Most companies know that they need to offer an omnichannel customer service strategy if they want to delight their customers in the modern world. While it’s important not to overwhelm your employees with too many channels at once, offering the right set of options can be a great way to stand out from the competition.

For example, in addition to instant messaging, email, and voice calls, you could also offer video-based customer service for VIP customers. Some 24% of retailers are even considering options like augmented reality and the metaverse for customer experiences.

No matter which channels you choose, make sure they’re all properly aligned. Make sure your channels are connected on the backend so you can push information from chatbots to agents and vice versa across a range of platforms. This leads to a more consistent experience.

2.    Leverage the Power of AI

Artificial intelligence is no longer just a buzzword, but an integral part of digital customer service experience. Some 85% of CX experts believe it’s important for companies to take advantage of AI right away.

One of the best and easiest ways to implement AI into your CX strategy is through self-service. Developing self-service apps and virtual assistants that are able to respond to common customer issues, help customers troubleshoot problems, and even route calls to the right agent can provide a number of benefits. Empowering customers to resolve issues on their own leads to higher customer satisfaction and retention.

It also helps you reduce the workload your team members have to handle on a daily basis. With an AI system that solves common problems for customers, fewer calls and messages are likely to be routed to your agents, giving them more time to focus on important conversations.

 

3.    Dive into Automation

Hyper-automation is likely to be one of the most important trends in the CX landscape in the coming years. Numerous companies have already found that effective automation not only improves the customer experience but also has a positive impact on the employee experience. Some 76% of agents say automation helps them focus on more complex tasks that bring actual value to the customers.

Automation options can take many forms for customer service agents. They can use automated routing services to ensure customers are always routed to the agent best suited to handle their calls and inquiries, reducing the need for transfers.

In a customer service environment, you can use automation to eliminate repetitive tasks that employees perform daily. For example, recording calls and updating customer information. You can even use automated bots to provide agents with valuable information in real-time as they deal with customer inquiries and issues.

 

4.    Unlock Your Staff’s Full Potential

Part of building an exceptional digital customer service strategy is recognizing that in today’s world, it’s not just about providing a great customer experience. If you want to stay ahead of the competition, you need to think about the “total experience”. In other words, consider how your employees’ and managers’ experiences impact your operations.

To improve the engagement, productivity, and efficiency of your team members, adopt an all-in-one customer service platform. A flexible platform that is able to connect all of your omnichannel communication strategies will reduce the amount of time your employees spend switching between different applications. You can even connect CRM tools and other useful resources to improve the flow of data between team members. With the use of such platforms, you can empower your team through automated guidance and full-scale automation to diminish repetitive tasks and create a unified process regardless of which agent is completing the steps of the flow.

Regular training and guidance on how to effectively use new digital tools can also be of great benefit. You can even help your employees become developers themselves by teaching them how to use low-code and no-code tools to automate their own workflows.

 

5.    Keep Evolving

Excellent digital customer service doesn’t mean updating your platforms and tools once and leaving it at that. The landscape of customer experience is constantly changing. New technologies are constantly coming to the market, and customer expectations are evolving accordingly. That means it’s important for any business to stay agile.

Leverage open and flexible technologies that can scale your business and evolve over time. Take advantage of analytics and reporting tools that help you track key business performance and employee satisfaction metrics, and then use those insights to make smart decisions. Measure how your processes are performing. This is very important for processes that are only partially automated. Do not operate in the dark, you will trip.

You can even extend your insights by supplementing your analytics and reporting tools with automated surveys of your key customers. This gives you a behind-the-scenes look at what your customers want most from your team.

Prepare for the Digital Age

Digital Customer Experience is quickly becoming the new norm for companies around the world. If you can’t serve and support clients on the right digital channels, you’ll have no hope of competing with the other companies in your industry.

Fortunately, taking advantage of the benefits digital customer service can offer doesn’t have to be difficult. With Bulb Technologies and the Cempresso platform, you can easily begin building a strategy for digital transformation today. Contact us to find out more.

 

 

 

Automation is a hot topic in virtually any business landscape. As workplaces become more distributed, customer expectations evolve, and processes change, companies are turning to automation to reduce costs, boost efficiency, and improve business results.

Currently, the market for automation technology is growing at a phenomenal rate. According to one study, Industrial automation will reach a value of $412.8 billion by 2030. Robotic Process Automation (RPA) is expanding at a CAGR of 23.4%, accelerating toward a predicted value of $43.5 billion by 2029. Even intelligent automation is on the rise, as more companies invest in AI solutions.

Among early adopters, automation has proven itself to be a valuable strategy for minimizing errors in workflows, improving business outcomes, and increasing revenue. Unfortunately, many business leaders and employees are still holding back on adoption.

Why? There are many reasons. However, one core concern is uncertainty about the impact automation will have on human jobs. In a world where virtually everything can be automated, specialists are asking whether the human worker will soon become obsolete.

The Impact of Automation on Jobs: An Introduction

Discussions about whether automation will destroy or disrupt the human workforce have been happening for some time. One of the most commonly cited reports on the subject, created by Carl Frey and Michael Osborne is often cited for suggesting around 47% of existing jobs will be replaced by automation. However, it’s often worth noting this report is frequently taken out of context.

Frey and Osborne actually said that some functions within 47% of jobs will be automated – not that almost half of the jobs we know today will disappear.

This isn’t the first time a new technology has led to concerns in the labor market. Just a few decades ago, the introduction of the internet created a similar panic. Many people assumed the internet would completely eliminate their role and make it impossible to find new work. However, the online world actually created millions of new jobs, comprising around 10% of the US GDP.

It’s fair to say that AI and automation will change the job market. After all, automation will remove the need for certain repetitive tasks, which could lead to some roles disappearing. However, most experts believe the number of jobs “eliminated” by automation will be outweighed by the new opportunities created for professionals.

Additionally, the number of jobs that will be completely eradicated by automation is likely a lot smaller than most people realize. According to a report by the McKinsey Global Institute, around 60% of jobs are made up of around 30% automate-able tasks. However, only 5% of existing professions can be automated completely, according to the study.

The Real Impact of Automation on the Workforce

While there have been a number of reports discussing the potentially negative impact of automation on employment, experts have also produced a huge selection of reports showing that AI and automation are beneficial, not destructive. According to the PWC Global Artificial Intelligence study, AI is set to lead to an estimated 26% increase in global GDP by 2030.

The report suggests the increased productivity and efficiency generated by automation will contribute to around 40% of this increase. While AI and automation may eliminate some jobs, PWC believes any job losses created by automation will be offset by the new jobs created by a larger, wealthier economy. Other reports and studies have backed up this mindset.

The Future of Jobs Report created by the World Economic Forum in 2020 found that around 85 million jobs may be displaced by automation, while 97 million new jobs will be created. Research from the University of Warwick also found that only a quarter of the firms that had introduced AI and automation into their ecosystem had implemented any significant redundancy strategies.

Indeed, the number of jobs that were eliminated from businesses after implementing AI and automation was roughly the same as it had been before the new technology was introduced. Around half of the companies surveyed said investing in AI had actually led to more new jobs being created.

How Automation Will Strengthen the Workplace

Many companies are already beginning to see the benefits of adding AI and automation to their workflows. These intelligent tools can automate repetitive and dangerous tasks, from data entry to assembly line manufacturing, making teams more efficient and productive. Not only do they help to protect employees from risk, but they also empower teams to focus on more value-added tasks.

Rather than spending hours on data entry, teams in a workplace that supports automation can focus their time on making emotional connections with consumers and completing creative, strategic tasks.

Realistically, adding automation to the workplace will inherently lead to new demands from companies. In order to leverage automated solutions correctly, companies will need to hire employees capable of working with and configuring automated workflows. The right automation solutions require continuous updates and improvements, from real human beings.

However, it’s worth noting that the new job market will require more upskilling and reskilling, to ensure employees are capable of handling the new tasks they’re expected to face. The World Economic Forum predicts in the next 5 years, half of all workers will need to access some manner of extra education to prepare for the change that automation brings.

What this tells us is that companies won’t necessarily be looking to replace their workers with bots, but enhance the skills and develop the talents of their existing employees, so they can work in unison with the right intelligent solutions.

Companies that do invest in actively preparing their employees for the age of automation are more likely to see significant benefits. According to research from the Columbia Business School, investing in AI and automation helped companies to increase their revenue by 15%, while also providing them with the tools they needed to expand their product range and market reach.

The more companies grow, the more employees they’ll need to handle the tasks that simply can’t be automated, like building empathetic connections with consumers and coming up with creative solutions to problems.

 

Automation will Disrupt, not Destroy

Any new technology brings change to a business. Just as the internet opened new doors for companies, providing them with different avenues to connect with and engage their target audience, automation will unlock endless opportunities for enhancing and improving business processes. With this evolution will come a change to the way companies hire and train employees.

However, it’s unlikely that automation will actually eliminate the need for human workers. No matter how intelligent and effective automated systems become, there will always be a need for employees who can create, innovate, and communicate empathetically with clients.

Those worried about the impact automation might have on the future of jobs may benefit from remembering that the job market is always, consistently changing. After all, 60% of the jobs we know today didn’t exist a generation ago.

Automation isn’t a threat coming to wipe out the staff of everyday companies. It’s an opportunity to create more immersive, engaging, and create jobs for the professionals of tomorrow. Automation will help companies to grow faster, reach new customers, and even design new job roles for skilled individuals. The disruption in the job market caused by automation may be inevitable, but it doesn’t necessarily need to be a bad thing.

 

 

 

Chances are, if you’re reading this blog, you already have an idea of who “Bulb Technologies” is. After all, you’re on our website! But you may also be wondering what exactly we do and why we’re so different from the other technology companies in the world.

Bulb Technologies is a company dedicated to transforming the “Total Experience”. We provide solutions that help businesses, whether they’re looking to increase employee productivity, reduce costs, increase efficiency, or improve customer experience.

Our customized technologies are at the cutting edge of the digital landscape. With Bulb, you can leverage 360-degree customer insights, process automation, self-care applications, and even automated configuration systems. Learn more about what we do and who we’re here.

Who are Bulb Technologies? An Introduction to Us

Bulb Technologies is basically a software company, but we see ourselves as much more than that. Our goal is to be a “transformational” partner by giving companies access to tools that enable the digitalization of customer support and customer engagement.

Since our founding in 2006, Bulb Technologies has evolved year over year, earning a reputation as a leading provider of service management solutions. Our state-of-the-art Customer Experience Management, Service Assurance, Service Analytics, and Device Management solutions can rival even the largest global software vendors.

We’ve spent more than 16 years building the most feature-rich and valuable platforms for any modern business. We make complex technologies easy to navigate by integrating systems integration and digital automation into our code. Today, our products are used by more than 4000 agents worldwide, serving over 15 million users and customers.

What We Do: An Introduction to Cempresso

At the heart of Bulb Technologies’ ecosystem is the Cempresso CEM product suite. We developed this technology to be the leading platform for digitizing customer support.

Our solutions cover the entire interaction lifecycle, from problem resolution to sales and marketing. They enable process optimization and orchestration, digitalization and omnichannel adoption, and cross-functional automation and process improvements.

The Cempresso platform consists of a suite of solutions for digital customer service, customer care automation, self-service, and employee assistance. It provides everything companies need to enter the new era of digital customer care, with integrated AI, automation, and innovation. Most importantly, it requires no programming skills or long implementation cycles. With plenty of flexibility, the platform can unify your existing tools and keep costs under control.

As a low-code customer service platform, Cempresso fits naturally into existing IT environments, allowing you to adapt your technology stack to your existing needs. The technology is available both on-premises and via a public or private cloud. It is also supported by a dedicated team of local experts – the Bulb Technologies team.

What Does Cempresso Offer?

Our portfolio, built on the Cempresso platform, enables organizations to unlock various benefits ranging from higher productivity, greater accuracy, improved customer experience, increased operational excellence, and higher employee satisfaction.

The Cempresso suite leverages integration and automation technology to consolidate customer service tools into one easy-to-use environment. You don’t have to part with your legacy systems to use our technology, which means you can continue to get the most out of every investment.

Part of what makes Cempresso unique is that it follows the evolving concept of Total Experience. We believe that companies should be able to create amazing experiences for everyone: both their employees and their customers. You can solve the most complex problems for your customers in the shortest possible time and reduce stress for your employees.

With built-in AI and automation, no customer has to be left unattended for long. Our state-of-the-art self-service solutions can automate repetitive tasks and enable customers to solve their own problems – even the most complex ones. What’s more, Cempresso is easy for agents to use. There is hardly any significant learning curve, so agents can control our technology according to their needs and stay productive and efficient both at home and in the office.

 

Who Does Bulb Technologies Serve?

We have developed our technology and solutions for a wide range of companies in different industries and environments. We even have specialized solutions tailored for specific industries such as telecommunications and banking.

The Cempresso platform developed by Bulb Technologies is designed for customer-obsessed organizations. It’s designed for companies that want to move from traditional, outdated, and obsolete processes to more efficient, streamlined, and cost-effective digital strategies.

We enable businesses to focus more on people, rather than complex technology. We ensure that your employees can perform at their best wherever they’re and that your customers have a consistent experience tailored to the needs of the digital landscape.

With Cempresso, you can transform your entire customer experience management ecosystem, with automation on both the customer and agent sides. Cempresso segments communications extend contact distribution logic and provide guidance to both customers and agents. Customers are given the freedom to resolve issues themselves or start a self-service process before starting a conversation with an agent. Agents get an all-in-one environment where they can access the information, they need to improve resolution rates and customer satisfaction.

Simply put, we’re here for you.

 

What Makes us Different?

Bulb Technologies paves the way for better employee, business, and customer experiences. Our strengths are constantly evolving and expanding. Here are some of the things that make us different:

• Unique capabilities: Our experts are here to help you with all kinds of complex processes, from systems integration to developing cutting-edge CEM solutions for your team.
• Reputation: Our clients include some of the world’s leading companies. We have proven our capabilities with market leaders, with proactive maintenance, automated diagnostics, troubleshooting, advanced networking capabilities, customer service automation, and self-service solutions.
• Stability: We’re funded by venture capital firms that are strongly committed to helping us continue our innovation and growth. With us, you’re always on the right track.
• Innovation: We develop our own software to address our customers’ unique challenges. The Cempresso suite increases the benefits of workflow automation and customer experience management.
• Consistent Success: We have never failed to deliver exceptional project support. We pride ourselves on always being responsive and ready to communicate.

What Can You Do with Bulb Technologies?

Bulb Technologies isn’t only a software provider, but also a partner for companies looking to take advantage of new opportunities for growth and development. As customer satisfaction becomes a key growth factor across all industries, we help companies build the best CX environments possible.

With our team’s experience, you can grow your business, leverage the latest digital transformation technologies, and improve your team. We’ll even help you improve employee satisfaction, reduce turnover, and increase engagement.

If you’re looking for a partner to help you take the next step in your transformation project, Bulb Technologies is here for you. Contact us today to learn more about our services and solutions.

 

 

6 Strategies for CX Success

Good customer experiences are something that virtually every company strives for today.

After all, we know that customers aren’t just looking for great prices or exceptional features when making purchasing decisions, they’re also looking for amazing experiences. In fact, 73% of consumers say CX is a critical factor in purchasing decisions.

While customer experience may be the ultimate battleground for modern businesses, there is no universal definition of what a “good customer experience” should look like.

Virtually every company has its own idea of the perfect customer experience. Some focus on speed, others on the power of empathy, and so on.

So how do you define a good customer experience, and more importantly, how do you craft it?

What is a Good Customer Experience?

According to Gartner, 81% of companies compete with other organizations based solely on their customer service initiatives. To win in this environment, companies must have at least a basic understanding of a “good customer experience” is.

Simply put, a good customer experience isn’t necessarily about providing support faster than the competition or offering a wider choice of communication channels. Rather, it’s about consistently meeting and often exceeding your customers’ expectations.

In other words, a good customer experience is subjective. It depends entirely on what your customers expect most from you. This means that defining what “good CX” should look like in your business starts with one simple thing: you need to get to know your audience.

Gathering insights about your customers’ sentiment, CSAT scores, NPS ratings, etc. will help you define where you should focus your efforts.

How to Deliver Good Customer Experiences

While the exact nature of an excellent experience can vary from company to company, there are some core components that virtually every customer associates with a good experience. If you want to ensure you’re competitive in the CX landscape, your strategy should revolve around these points:

• Convenience
• Speed
• Efficiency
• Proactivity
• Personalization
• Empowerment

Now let’s look at some ways you can integrate each of these components into your CX strategy.

1.    Provide Convenience with Omnichannel Service

Every customer, whether a B2C customer or a B2B customer, wants their interaction with businesses to be convenient. There are a few ways you can eliminate customer service friction with the right CX software, but the easiest way is to meet your customers where they’re and provide support through their preferred channels.

When customers spend most of their time interacting with brands on social media, they don’t want to have to find a phone number and contact a call center to get help; they want to be able to message you on the same channels they use to read news about your company and chat with their friends.

Find out where your customers are most likely to connect with businesses and make sure you’re able to offer support on those platforms. Most importantly, give your customers the ability to move between channels without having to start over.

A true omnichannel customer service strategy allows you to provide a consistent, contextual experience as your customer moves from one platform to the next by ensuring that every agent has access to consistent information about the customer journey.

 

2.    Speed Service with Better Processes

Speed has long been a critical factor in good customer service. Whether your customers are buying a product or trying to solve a problem, they want a quick response. In recent years, the need for speed has only increased thanks to the rise of real-time chat tools, same-day delivery, and other speed-oriented service solutions. That means you need to be faster than ever.

The good news is that there are several ways to increase your speed by streamlining your CX processes. Start by training your employees and giving them the knowledge they need to solve problems quickly. Every employee should fully understand your products and services and have access to the tools they need to find information quickly. Virtual assistants and chatbots are great for giving agents faster access to information. You can also use automation technology to increase speed.

Automating processes like call routing and data entry means customers can get to the right agent faster, and agents can move between calls more quickly without having to complete the process faster.

 

3.    Give Agents the Right Tools to Boost Efficiency

Good customer experiences and good employee experiences are inextricably linked. You can’t have one without the other. According to one report, companies with the most engaged employees also have 81% higher customer satisfaction.

To keep your employees happy, you need to give them the tools they need to do their jobs effectively. Start by creating a unified workspace where employees can access all the tools and information, they need to serve customers in one convenient environment. That way, they spend less time switching back and forth between different applications. Improve workflow by automatically routing customers to the agents with the right skills to resolve their issues and eliminate repetitive tasks.

It’s also helpful to ensure that your agents can work collaboratively on customer issues. When you connect customer experience tools and software with collaboration apps, your agents can easily share ideas and transfer calls without requiring extra effort from the customer.

4.    Use Insights to Become Proactive

A study by Gartner shows that companies need to become more proactive and less reactive to compete in today’s customer service landscape. Good customer service means responding to customers’ needs as they arise, but great service starts with being ahead of the curve.

While no company can predict the future, you can use analytics, reporting, and business insights to effectively improve the way you respond to customers’ needs. With the right real-time and historical reporting tools, you can track customer service trends to identify your customers’ most common problems and find ways to solve them.

You can also use customer data to recommend products to your customers that meet their needs, provide insights into when subscriptions expire, and more. With the right tools, you can even proactively monitor technology remotely and fix problems automatically.

5.    Leverage AI for Personalization

Today’s customers not only want their experience to be fast and efficient, but they also want it to be tailored to their specific needs. When you tailor customer service to your customer’s needs, you lay the foundation for better relationships, stronger loyalty, and higher retention.

The good news is that you probably already have the tools you need to provide a more customized service. Some 83% of customers say they’re willing to share data with companies if they believe it’ll lead to a better customer experience. Using the data, you collect with your contact center and CRM technologies, you can tailor your services to each customer.

With automated screen pops built into CCaaS tools, companies can even give their agents insights into a customer’s preferences, past purchases, and needs before they even pick up the phone or respond to a chat message. Just be sure to protect the data you’ll use for personalization because data breaches can be devastating to a company’s reputation.

6.    Empower Customers with Self Service

Finally, it should be remembered that today’s consumers don’t necessarily need an agent to handle all their requests for them. Many consumers are perfectly capable of solving their problems themselves, provided they have the right resources at their disposal. With this in mind, it’s worth investing some time in developing the right self-service strategy.

You can start with simple solutions, such as the FAQ pages on your website. Or you can develop chatbots and virtual assistants that are able to recognize human speech and respond to individual customer requests. The best self-service solutions make it easy for customers to solve their own problems without human intervention.

These tools can also make it easier for agents to provide a better level of service when a call is transferred to them. A bot or virtual agent can relay information from previous self-service interactions to an agent, so the customer doesn’t have to explain their problem again. Used properly, these tools can’t only improve customer satisfaction, but also increase business productivity.

Achieve Amazing Customer Experience

The reality is that there is no single definition of a “good customer experience. Different customers place different importance on all the above factors. However, investing in these elements should ensure that you can provide at least the level of support your customers expect.

As you continue to gather data about your audience and monitor the evolving market, you can optimize your CX strategies based on what you learn about your own customers.

Of course, it all starts with access to the right tools. Bulb Tech’s Cempresso suite is an all-in-one customer experience solution that combines all the above to give you a much-needed CX boost. Contact Bulb Tech today to learn more about how we can help you redefine amazing customer experiences.

 

 

Regardless of the industry you’re in, you probably already know that the customer experience is the key to success.

More than any other factor, the convenience, practicality, and speed of service you can provide your customers will determine whether they become loyal advocates or frustrated naysayers. In a world where consumers have more opportunities to share their negative thoughts about a company than ever before, one bad experience can destroy the reputation of your entire business.

Part of delivering a phenomenal customer experience is engaging your audience through the right channels. Unfortunately, there’s a lot of debate about which channels businesses should actually use. Most companies don’t have the budget or time to make sure their employees are accessible everywhere.

So, do you go for the traditional voice calls or do you invest in the new opportunities that chat offers? Let’s find out.

The Benefits of Calling over Chat

Since the 1960s, the telephone has been the primary service channel for most conversations between brands and consumers. However, that is beginning to change rapidly. Today, 75% of Millennials say they’d rather give up the ability to make a phone call than the ability to text.

Phone support has a number of weaknesses. Not only is it far from a preferred option for most consumers to call, but it’s also not particularly cost-effective. In a business environment, phone support staff can only answer one call at a time and support a single customer. That means you need more staff to handle a larger volume of contacts.

Not to mention that even with a reasonable number of employees, you may suffer from long queues and long wait times at peak times. Another problem is that phone calls aren’t always recorded and documented as well as they should be.

So why do companies still use telephones at all? It’s simple: they still have value. 95% of customers say they still want the opportunity to speak with an employee in person, even if they won’t use that option.

Phone calls also enable:

• Personal, human connections: Phone interactions capture the emotions, tone, and inflection of the speaker. This can help build a personal relationship between an agent and a customer. Also, it can pave the way for better relationships in the long run.
• Better management of complex issues: When faced with a complicated problem, most customers would prefer to call and speak directly with an agent.
• Instant responses: Although customers may have to wait on hold for a call to be answered, they can usually resolve their concerns the same day. On the other hand, it might take longer for agents to resolve chat messages completely.
• Data insights: Many phone systems allow companies to collect valuable data about customers, figuring sentiment from the tone of voice, and capturing other important details. It’s also possible to track information about call handling and quality.

The Benefits of Chat over Calling

Although the importance of making phone calls in the contact center hasn’t completely disappeared, phone calls are certainly less popular than they used to be. In fact, some studies show that businesses that use chat services are 2.8 times more likely to convert customers.

Chat comes in several varieties to suit virtually any business need. Businesses can offer asynchronous chat services during the day so employees can handle multiple questions at once, and then switch to chatbots when customers aren’t available. In particular, “asynchronous” chat has some serious advantages for brands.

Is asynchronous chat the hidden gem?

With asynchronous chat, employees don’t have to answer every question immediately. Instead, they can handle one question at a time, depending on its importance. This means that companies can ensure that the most pressing issues are addressed first. Also, with asynchronous chat, customers don’t have to wait at the end of the phone line for a call to be answered.

Customers can send a message to a team and simply get a response as soon as someone is available. This ensures that individuals can continue with other tasks while waiting for a resolution or response. Perhaps most importantly, asynchronous chat gives companies the ability to respond to the belief that businesses today should be available 24/7.

Even if an employee isn’t available to answer a message right now, a customer can still reach out, voice their concern, and put the issue in your hands. This takes some of the stress off your customer. In some cases, chatbots and AI assistants can help customers resolve their issues without waiting for an available agent.

The key benefits of chat in the contact center include:

• 24/7 Service: Companies can combine asynchronous chat with chatbots and virtual assistants to provide customers with constant answers to their questions. Customers can ask their questions immediately and then get on with their lives without having to wait for a response. They also often get answers a lot faster
• Improved employee experience: Great customer experience starts with a good employee experience. If your employees are overwhelmed and stressed by endless calls, they’re more likely to rush service, damaging the customer relationship. Asynchronous chat reduces stress levels and keeps teams happy.
• Better customer experience: With a normal phone call, a customer must wait on hold for their call to be answered, often without the opportunity to do anything else. With a chat system, they can continue their day with relative ease and simply receive a message when a representative is available. This makes life much more convenient for most customers.
• Reduced repetition: Chat is a great way to consistently log conversations between your customers and your employees. When someone picks up the chat, he doesn’t have to start from scratch and ask the customer about his problems. He can review previous messages and CRM data and gather more details before starting the conversation. This leads to faster resolutions and less repetition.
• Improved productivity: Even if a customer decides to start a customer service exchange with a chatbot, it provides useful information that your employees can pick up later. When an employee takes over the conversation, they have all the information they need to provide an appropriate response. Employees can run troubleshooting tests and find information about an issue before answering the question to get almost instant results.
• Fewer transfers: With a chat system, it’s easy to deliver customer questions and queries directly to the agent with the right skills for the task. An agent can work with another agent on the back end of the system to get answers to a question. This way customers don’t have to be passed from one agent to the next. This streamlines conversations and reduces customer frustration.
• Better rapport:  A chat system can easily store information about previous conversations with a customer in a CRM or database. Consequently, it’s easy to gain behind-the-scenes insight into each of your customers. This means that company employees can have a better experience by tailoring the conversation to the needs of the business.

 

Which is Better: Calling or Chat?

Overall, chat offers today’s customers and teams many more benefits than the average phone call system. It’s more streamlined and effective, helping to improve the customer and employee experience simultaneously. Asynchronous chat helps reduce agent frustration, strengthen customer relationships, and improve productivity.

However, that doesn’t mean calls should be ignored entirely. Rather, the best customer service is usually delivered on an omnichannel basis. While many companies start with chat as a core part of their strategy, they’ll likely still include the option of calling in case the conversation needs to be escalated. Fortunately, Cempresso Digital Customer Service makes it easy to create a workflow that works for any customer base.

Reach out to Bulb Technologies and leverage Cempresso. Cempresso makes it quick and easy to set up powerful asynchronous chat workflows, complete with access to data insights, custom integrations, and powerful AI chatbots. You can even include the option to escalate a chat into a call without losing previously collected data about customers.