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Web Chat
2022 will be a banner year for digital-first CX initiatives like Web Chat, as companies begin to reevaluate and double-down on the omnichannel strategies they implemented over the past two years to handle the explosive growth in customer interaction volumes.
Insights
The top 3 trends driving adoption of Web Chat and Omnichannel CX solutions in 2022
Lianna Catino
Lianna Catino
Sr. Product Marketing Manager
Average Resolution Time (ART), also called time to resolution and mean time to resolution (MTTR), is the average time it takes for an agent to handle customer conversation via live chat
Insights
What is Average Resolution Time (ART) for live chat conversations
Eric McWhorter
Eric McWhorter
Customer Success, Observe.AI
ScopeAI brings text-based analytics capabilities to the Observe.AI platform, accelerating our entry into omnichannel.
Product
What the ScopeAI acquisition means for our new omnichannel product offering
Natalie Abeysena
Natalie Abeysena
Product Manager, Observe.AI
Retailers are leveraging AI to gain unique insight into customer sentiment, unmet needs, and operational efficiency. The result is faster response times, improved first contact resolution rates, and increased brand loyalty.
Insights
4 ways retailers are extracting insights from their web chat support conversations
Lindsey Plocek
Lindsey Plocek
Product Marketing, Observe.AI
Accelerating our entry in omnichannel, we're excited to announce our acquisition of ScopeAI, expanding to a full suite of voice and text-based conversation intelligence offerings.
Product
Observe.AI and ScopeAI join forces to deliver omnichannel conversation intelligence
Swapnil Jain
Swapnil Jain
Co-Founder and CEO, Observe.AI
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