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It’s been an exciting time here at CIHS. We’re typically not in the habit of writing articles about what we do and how we operate. However, given the growth we’ve experienced and the new challenges we’re now facing, we felt it was time to explain some of the changes we’ve made and will be rolling out over the next couple of months. For those familiar with our previous posts, we’ve often discussed how to leverage existing toolsets, not change products

I wanted to shine a bit of a spotlight on one of the features that really sets apart the difference between a Virtual Agent and a Chatbot. The support structure in most organisations allows first-line support agents to handle simple, well-defined issues in high quantity, with a high degree of confidence and minimal resources. More complex or sensitive issues are referred to specialists in second and third-line support positions. Knowing how and when to escalate is all part of providing