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Upstream Works Blog | March 6, 2023

Reporting on Bots – Why It’s as Bad as IVRs Ever Were

By: Rob McDougall, CEO, Upstream Works Software  Reporting on the performance of conversational AI applications is often challenging, as they must be tailored to a specific business and its needs. As a result, it is difficult to gauge the success...

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Upstream Works Blog | February 28, 2023

AI – Not Just for Chat

By: Rob McDougall, CEO, Upstream Works Software  Conversational AI is often used as a tool for providing customer service through channels like chat or voice. However, email is still a major communication channel for many businesses, and is often overlooked...

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Upstream Works Blog | February 22, 2023

AI Escalations – Be The Elephant!

By: Rob McDougall, CEO, Upstream Works Software  They say an elephant never forgets. Unfortunately, many contact centers have the unfortunate habit of doing just that. With the addition of new AI channels, the problem is only going to get worse. Having to repeat...

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Press Releases | February 2, 2023

Upstream Works Featured on Yahoo! Finance

Upstream Works Blazing Trails in the Competitive World of Operationalizing AI, Streamlining and Organizing All Data Required for Contact Center Agents WOODBRIDGE, ONTARIO (February 2, 2023) –  Utilizing the benefits of artificial intelligence (AI) is a challenge in itself. Operationalizing AI...

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Upstream Works Blog | January 31, 2023

Top Agent Experience (AX) Trends of 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified...

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