Software Engineering Insights

Hospitality industry relies heavily on the front line service delivery staff. And that’s why it is more prone to human errors. A small mistake in placing a zero in the customer’s bill, miscommunication in noting down the customer preferences, etc. can lead to loss of money as well as customer satisfaction.  

By 2019, 20% of brands will abandon their mobile apps and invest to build a presence in customer messaging apps, such as Facebook Messenger and WeChat, to reach customers where they spend a high percentage of their time. - Predicts Gartner

As more customers engage in digital channels, businesses are implementing chatbots or virtual customer assistants (VCAs) for handling customer requests on websites, mobile apps, consumer messaging apps, and social networks.

Human care and technology play a key role in the Healthcare Industry. While technology can’t replace the human touch and emotions, which is the soul of this industry, it can surely help in eliminating the limitations of human capabilities.

“We see our customers as guests to the party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” - Jeff Bezos, CEO of Amazon

25% of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, according to Gartner.

Chatbots are renewing the way businesses interact with customers. By offering instant, on-demand assistance, chatbots are fostering engagement between brands and their customers.  

By 2019, 20 percent of brands will abandon their mobile apps. - Gartner | Click to Tweet

Hundreds of technologies debut every year to transform the conventional way doing things. While some of them run down, there are some that hold the potential to cause disruption and become a trend.

The term precision medicine may be relatively new for many, but the approach has been a significant part of the healthcare industry. Basically, the concept is to understand specific requirements and characteristics of an individual, before treating them with the custom medication.

Conversational platforms have introduced a paradigm shift in how humans interact with the digital world. For businesses, they are fostering a personal connection between users and the brand that’s ultimately adding value to the customer service.