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Latest Insights in AI for Customer Service

igaming customer service

How to leverage AI for Customer Service in the iGaming industry

The iGaming industry has been growing steadily over the last years, with the global online gambling market being estimated to be valued at more than 92.9 billion dollars by 2023. Last year, while casinos with physical locations were struggling, online gaming platforms saw a renewed surge in popularity resulting from global lockdowns imposed all around the world and people looking for new forms of at-home entertainment. In fact, revenue from ...
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self-service deflection rate

How to calculate self-service deflection rate in Customer Service

The concept of “deflection rate” in the customer service world was first introduced when help centers became a trend. At the time, they were the best way to help customers help themselves, allowing them to solve their questions on their own, which in turn saved companies time and resources. High deflection rates were associated with complete, accurate and up-to-date knowledge bases. Customers could search for a solution before submitting a ...
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customer service efficiency

Measuring customer service efficiency: an interview with EatTasty’s Carolina Cadório

Growing up, Carolina Cadório thought she’d become a biologist. She has a degree in Biology and a master’s degree in Animal Behavior. However, when she was out of university, she took a break from studying and soon realized she didn’t want to build a career centered in the academic world. She got her first customer-facing role in a hostel, before moving on to the startup ecosystem and taking on a ...
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sentiment analysis customer service

Building sentiment analysis in Customer Service

To kick off the new year at Cleverly, we decided to set aside one day per month to explore new things. It could be anything from developing internal tools or researching novel technology, to letting our craziest ideas run loose. So, on the 22nd of January, we held our first Lab Days session, during which we worked in dedicated groups looking into different topics. One of those topics was sentiment ...
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Cleverly partners with iMovo to offer full-scale CX services

Cleverly partners with iMovo to offer full-scale CX services

At Cleverly, we make customer service organizations more efficient through operational excellence using AI-based solutions to deliver the benefits of automation and human augmentation. Today we announce our most recent partnership with iMovo. All of us are living through transformational times, so combining both companies’ knowledge is especially relevant to keep up with the industry and continuously improve the services we offer our customers. Cleverly and iMovo join forces iMovo ...
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The Pareto Rule in Customer Service: why 20 topics are taking 80% of your effort

The Pareto Rule in Customer Service: why 20 topics are taking 80% of your effort

The definition of the Pareto Principle, or Pareto Rule, states that 80% of consequences (or results) come from 20% of causes (or efforts.) The term was coined back in the early 1900s when the Italian economist Vilfredo Pareto noticed that 80% of Italian land was owned by just 20% of the Italian people. It is said that he also recognized the same pattern in his own home, after seeing that ...
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