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It’s clear there is a growing engagement capacity gap: the gulf between what customers expect and the actual experiences they receive from brands.  Our mission for The Intelligence community is to create a resource for anyone wanting to ...

Despite what people may think, intelligent self-service already exists and has done for some time: self-checkouts, FAQ pages, and chatbots, for example. What’s changing, however, is attitudes to intelligent self-service. What used to be an anno...

Despite technology’s best efforts, the global population isn’t as connected as you might think. The internet can be a lonely place. And with shopping mostly done online now, there are fewer and fewer opportunities to connect and engage wi...

Think of IVA’s (Intelligent Virtual Assistants) as highly advanced chatbots. While chatbots manage simple tasks and offer low intelligence functions that address a singular need, IVAs introduce Conversational AI to address enterprise scale need...

What is it? A knowledge base is a central hub for your help articles and marketing materials (like an FAQ section, a community forum, blog posts, videos, case studies, ebooks). All that adds up to a library of information about your product or servi...

What is it? Online communities are an integrated suite of modern community applications such as forums, blogs, wikis, ideation, media galleries, and calendars, with a fully customisable user interface.  Customer communities have grown in popular...