Customer Service

AI helping ixigo to build travel tech for the next billion Indians

Ixigo's AI-driven trip-planning tool, 'PLAN', has crafted over 282,700 personalised itineraries, engaging more than 1.5 million users since its launch last year

Ozonetel Launches 'CXi Switch' for Instant Customer Engagement

Poised to Disrupt Business Communication with a Simple Conversational Widget.

Ozonetel Acquires CloudConnect Communications

.

Salesforce keen on expanding in India, to invest more in Hyderabad, B'luru

Customer relationship management-focused entity Salesforce is keen on expanding in India and looking for more space in the country, a top official said on Wednesday. The company, which has centres in Bengaluru and Hyderabad to support global operations, is looking for space to expand in India currently, its chief operating officer Brian Millham told PTI here. Apart from this, Salesforce also serves the domestic market and this business has been the fastest-growing one in any country for two consecutive years. "India has been incredible for us from a growth perspective. But maybe that even pales in comparison to what we see in India from an employee perspective," he said, making it clear that the support rendered to the global operations is important. The company will continue to invest in India going forward as well, Milham said, adding, "In fact, (we are) looking for new space and expansion in that market." When asked about the same, its chief of engineering Srini Tallapragada ..

Air India adds 7 regional languages to enhance customer support services

Air India on Tuesday said it has enhanced its customer support services by adding seven new languages to its IVR system, including Marathi, Punjabi, Tamil, and Malayalam, besides the existing English and Hindi. IVR (Interactive Voice Response) system will now automatically recognise the customer's language preference based on the user's mobile network, eliminating the need to manually choose a language, and thereby reducing the response time, the airline said in a statement. The seven languages that have been in the airline's round-the-clock customer support services are Bengali, Kannada, Malayalam, Marathi, Punjabi, Tamil and Telugu, the statement said. Air India has recently set up five new contact centres, offering round-the-clock assistance to its customers worldwide with dedicated desks for premium and frequent flyers. Special assistance in Indian languages to Air India customers will be available from 0800 am to 2300 pm, every day, the airline said.

Aerospace major P&W opens new customer service centre in Bengaluru

US aerospace major Pratt & Whitney on Wednesday announced the establishment of a new Customer Service Centre (CSS) in Bengaluru. As part of the company's India Capability Centre, the new facility will drive customer service and operations support for Pratt & Whitney Canada's 68,000 engines in service globally, the company said. Co-located with Pratt & Whitney's supply chain operations, engineering, and digital transformation centres of excellence in India, CSS will deliver a range of services such as MRO support, spare part management, engine leasing, engine reliability analysis and contract administration. The facility will employ over 150 aerospace experts and engineers who will support a global customer service ecosystem, it added. The centre is expected to cater to clients, including domestic and global airlines, original equipment manufacturers, MROs, regulatory bodies and small operators, Pratt & Whitney said. "With the new Customer Service Centre, we are ...

From customer care to health, AI applied for practical use in daily life

Indian startups and researchers have over the years worked on the technology to build practical solutions

Airtel, Google Cloud partner to propel cloud adoption & gen AI in India

Public cloud services market in India is expected to reach $17.8 billion by 2027

UBS Group decides to exit $5 bn in assets it manages for rich customers

UBS's newly created wind-down unit, known as Non-core and Legacy, widened its quarterly pretax loss to $1.93 billion in the quarter from $478 million in the previous period

Banks must not classify customers' complaints as queries, says RBI

Central bank 'will not hesitate to act' against entities indulging in such behaviour, says deputy governor Swaminathan J

Gupshup launches domain-specific ACE LLM for customer interactions

Built upon foundation models such as Meta's Llama 2, OpenAI GPT-3.5 Turbo, Mosaic MPT, Flan T-5, and others, ACE LLM has been adapted for specific industries and functions

Banks' reliance on AI to handle customer service worries consumer watchdog

Can you trust Erica, or Sandi or Amy to increasingly control parts of your financial life without giving you inaccurate information or sending money to the wrong place? That's what the Consumer Financial Protection Bureau is asking in a report released Tuesday, where the bureau lays out a number of concerns about the growing use of chatbots by banks to handle routine customer service requests. The CFPB worries that banks or loan-servicing companies may cut back on human customer service employees and push an increasing number of routine tasks to AI. Further, the regulator says poorly designed chatbots could run afoul of federal laws that govern how debts are collected or how personal information is being used. If firms poorly deploy these services, there's a lot of risk for widespread customer harm, said Rohit Chopra, director of the CFPB, in an interview with The Associated Press. For several years, banks have been handling more and more customer service requests with chatbots, of

Layoffs coming: US telecom carrier Verizon warns customer service employees

The layoff warning as the company lost 127,000 postpaid subscribers in the first quarter this year

Delhi Jal Board plans to hire experts to train staff in customer services

The Delhi Jal Board (DJB) said on Monday that it plans to hire experts to train its staff on providing better customer services. The utility will also conduct a special drive to disconnect connections of commercial and government consumers who have defaulted on their bills. During a meeting with senior officials, DJB Vice Chairman Somnath Bharti emphasised the need for DJB officers and employees to provide better customer satisfaction. He suggested that they undergo training on the lines of multinational firms to improve the way they interact with consumers. "The DJB will avail the services of experts for training the employees. In the training, the DJB employees will be taught ways to behave better with customers," a statement said. Bharti also directed officers to take strict action against commercial and government users who have defaulted on bills. The defaulting consumers with commercial connections owe Rs 18,000 crore to the DJB. Bharti also said that centralised monitoring

Insurance Samadhan, Ola unit announce collaboration for customer solutions

Partnership will involve grievance services like mis-selling, claim rejection, delay, and short settlement

Air India's low-cost subsidiaries move to single unified reservation system

The two carriers, Air India Express and AirAsia India, have also adopted a common social media and customer support channel; air operating permits and regulatory posts to be merged later

Demand for call center jobs see sharp uptick since pre-pandemic: Report

Businesses are recognising the rising importance of improving customer experience as there has been an exponential surge in demand from jobseekers for call centre and remote customer service jobs since pre-pandemic, says a survey. According to data from leading job site Indeed, there was an elevated demand for call centre and remote customer service jobs in the period from January 2020 - January 2021, with a sharp increase of 498.40 per cent in job postings and a tremendous increase in jobseeker interest. The uptick was largely owing to the pandemic necessitating more virtual customer service representatives, an exponentially rising demand for quick-commerce platforms and the growth of the app economy. Gig work also grew during this time frame owing to the emergence of work-from-home as a predominant model of work. However, job trends over the past year reveal a moderate drop in both job postings (by 73.50 per cent) and jobseeker interest (by 64.50 per cent clicks per million) as t

Mix of PSBs aided in boosting customer services, creating strong banks: MoS

The amalgamation of public sector banks has helped in improving customer services and creating strong banks, Minister of State for Commerce and Industry Som Parkash said on Wednesday. In a written reply to a question in the Lok Sabha, the minister said the objective of amalgamation of the banks was to facilitate consolidation among PSBs to create "strong and competitive banks" capable of achieving economies of scale and realisation of synergy benefits with wider product and service offering to customers. "As a result of this effort, customers of amalgamated banks received access to increased number of branches and ATMs from which they can now avail banking services. Customers have also received access to a larger bouquet of products and services," he said. The amalgamation also enhanced their lending capacity for loans of a larger size and has also enabled banks to open/reorganise, controlling offices and processing centres, equipping them for better customer serving, Parkash ...

Realme to set a benchmark in tech industry with new care service system

In October this year, Realme launched Realme Care service system for seamless and simplified end-to-end customer support for its users

Want to close or cancel your credit card? Here's a step-by-step guide

When you are considering canceling a card, it should be taken into account how the cancellation of your credit card will affect your credit score