Creative Virtual

SEPTEMBER 17, 2019

It’s hard to find anyone involved with the chatbot and virtual agent industry who hasn’t heard the cautionary tale of Microsoft’s AI chatbot Tay. Described as a ‘machine learning project designed for human engagement,’ Tay ended up becoming an often-cited example of an AI chatbot gone wrong. By Chris Ezekiel, Founder & CEO.

Chatbots 40

Chatbots Virtual Agent Enterprise Self service 40

NICE inContact

JUNE 5, 2019

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. For one thing, the two groups agree that businesses should immediately inform consumers when they are interacting with a chatbot.

Chatbots 54

Chatbots Benchmark Contact Center Surveys 54

NICE inContact

APRIL 30, 2019

It’s safe to say that we’re at an inflection point for AI in the contact center — AI innovations deployed in a myriad of ways, such as chatbots, intelligent routing, workforce management forecasting, and AI-driven interaction analytics, can add significant value to customer experiences and operational performance.

Benchmark 59

Benchmark Chatbots Contact Center Analytics 59

Eptica

MAY 8, 2019

Date: Wednesday, May 8, 2019 Author: Pascal Gauvrit - CTO Three books to help you master the power of AI. Published on: May 08, 2019. He has thirty years’ experience in AI research, with a PhD from Carnegie Mellon University and his blog on Sina Weibo has over fifty million followers. Share this page on: Tweet.

Chatbots 55

Chatbots Best practices Education Engineering 55

Eptica

AUGUST 29, 2019

Date: Thursday, August 29, 2019 Author: Pascal Gauvrit - CTO Why customer service is key to building brand trust. Published on: August 29, 2019. Organized in the UK by the Institute of Customer Service , the 2019 program is built around five key themes. Eptica’s own research highlights the importance of trust.

Customer Service 67

Customer Service Self service Best practices Chatbots 67

inmoment

NOVEMBER 19, 2019

To help you sort through the massive amounts of market information, we’ve gathered some of the best CX insights from 2019 that you might have missed so you can better prepare for 2020. . While some customers prefer a phone call, others feel that chatbots or email work better with their schedules. It’s what your customers want.

Feedback 40

Feedback Surveys Customer centricity Employee engagement 40

NICE inContact

MAY 8, 2019

Have they embraced your new, leading-edge, AI-enabled chatbots? The 2019 business wave of the NICE inContact Customer Experience (CX) Transformation Benchmark explores many of these questions at a global level. Conversely, organizations overestimate customer satisfaction with automated assistants/chatbots.

Benchmark 54

Benchmark Contact Center Chatbots Self service 54

teleopti

DECEMBER 16, 2019

As 2019 draws to a close, Dave Hoekstra predicts an exciting road ahead for Workforce Management. Why not infuse AI into the employee experience by using chatbots that learn from existing WFM data to help people manage their work-life balance? Read on to discover 3 ways to master the art of simple sophistication.

Analytics 73

Analytics First call resolution Contact Center Chatbots 73

NICE inContact

OCTOBER 2, 2019

The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. Channels include communicating with customers on social media, online chat, SMS / text, video chat, IVR, mobile apps, chatbots, and service via a home electronic virtual assistant device. Interested in learning more?

Benchmark 60

Benchmark Interactive Voice Response Chatbots Self service 60

Comm100

AUGUST 31, 2021

In this blog, we’ll be looking at the benchmark data for four of the most important live chat stats, alongside the best practices to hit these benchmarks. Among live chats on the Comm100 platform, the average wait time dropped from 50 seconds in 2019 to a benchmark of 35 seconds in 2020 , for a 30% decrease.

Benchmark 52

Benchmark Wait times Chatbots Customer centricity 52

NICE inContact

MAY 23, 2019

In our newly released business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , we asked more than 900 contact center leaders how satisfied their own customers are with channel-specific experiences — across both agent-assisted and self-service methods of communication.

Benchmark 55

Benchmark Contact Center Interactive Voice Response Chatbots 55

bold360 Blog

SEPTEMBER 8, 2020

We at Citrix have seen a huge increase in customer engagement with our Bold360 chatbot,” which Quinlan said has freed up his team to focus on fewer, but more complex customer interactions (and boosted the quality of both CX and EX). The post Creating CX Resiliency as the World Shifts to Digital appeared first on Bold360 Blog.

Chatbots 52

Chatbots Self service Banking Employee engagement 52

Creative Virtual

JUNE 11, 2019

The Customer Experience Management (CXM) 2019 event that took place in Mumbai on 25th April at the Hilton Hotel turned out to be a wonderful experience for Creative Virtual. After this, Chris took over the platform and deciphered the real business benefits of chatbot solutions. By Anand Gupta, Knowledgebase Author.

Chatbots 40

Chatbots Virtual Agent Self service Best practices 40

NICE inContact

MAY 16, 2019

This is exactly what we did as part of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , Business vs. Consumer. For example, when asked about automated assistants/chatbots, businesses gave themselves a Net Promoter Score® of 25 while customers gave them a -8, making for a 33 point gap.

Benchmark 54

Benchmark Contact Center Interactive Voice Response Chatbots 54

Creative Virtual

JUNE 13, 2019

Over the years, we’ve developed an expertise in creating, implementing and maintaining chatbot, virtual agent and live chat solutions for major financial organisations. Through a series of live demonstrations, I’ll show best practices for implementing chatbots, virtual agents and live chat.

Virtual Agent 40

Virtual Agent Customer Experience Chatbots Best practices 40

Creative Virtual

MARCH 25, 2019

Creative Virtual Founder & CEO, Chris Ezekiel will be presenting a seminar on Thursday at 14:00 in Theatre 16 , ‘Top Tips for Implementing Chatbots and Virtual Agents in 2019’. Drawing on demos of live implementations, he’ll cover everything from building your business case to setting your solution up for long-term success.

Customer Experience 40

Customer Experience Virtual Agent Chatbots Interactive Voice Response 40

NICE inContact

OCTOBER 17, 2019

Much has been written about the growth of self-service technologies, like mobile apps and chatbots. The business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark analyzes survey results from over 900 contact center professionals in the US, the UK, and Australia. But what options should businesses offer?

Benchmark 48

Benchmark Self service Chatbots Contact Center 48

Creative Virtual

MARCH 21, 2019

With chatbot companies springing up on an almost daily basis, how do companies select the right one? Not least because this is the first detailed independent comparison of combined virtual assistant, chatbot and live chat technology; and especially as the competition are some of the world’s largest technology companies.

Chatbots 40

Chatbots Benchmark Self service Best practices 40

Revation Systems

MAY 6, 2019

In addition, advances such as electronic health records (EHR), tone analysis to improve phone interactions and chatbots to streamline appointment scheduling have taken these abilities even further than before. Nurses can also help continue to develop the best practices for specific circumstances as they arise.

Healthcare 48

Healthcare Telecommunications Education Chatbots 48

Creative Virtual

DECEMBER 13, 2018

As 2018 is quickly coming to an end and planning for 2019 continues to move full steam ahead, it’s time once again to take a moment to slow down and look back over the past year. This year we also had the opportunity to share our story in The Parliamentary Review as a Best Practice Representative for the technology sector.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

Creative Virtual

DECEMBER 19, 2018

Welcoming a new year often goes along with an ‘out with the old, in with the new’ mindset, but two things that are staying hot on companies’ 2019 agendas are customer engagement and employee engagement. During his session, Chris shared a few live demonstrations to illustrate industry best practices. By Liam Ryan, Sales Director.

Employee engagement 40

Employee engagement Virtual Agent Chatbots Best practices 40

Netomi

JANUARY 5, 2022

So much so, we built the best chatbot and AI tool to help automate the low touch, mundane tasks support teams are inundated with. He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Comm100

APRIL 22, 2023

In this blog, we’ll dig into the state of higher ed admissions today and explore strategies for increasing student enrollment, concentrating on what today’s students want and expect from schools. The only cost-effective way that schools can offer this kind of around-the-clock support is with a chatbot.

Education 52

Education Chatbots Surveys Personalization 52

Comm100

APRIL 30, 2019

But even though live chat has now become a mature customer communication channel and a staple for many contact centers around the globe, there are still some common myths floating about that are questionable at best and untrue at their core. Live Chat Benchmark Report 2019. Every communication channel has its challenges. Download Now.

Chatbots 65

Chatbots Benchmark APIs CRM 65

NICE inContact

MAY 21, 2019

Self-service can be anything from a virtual agent that is capable of responding to a specific question to fully AI-enabled smart chatbots that can anticipate and automate work for the advisor. The post Self-Service Strategies for Elevating CX at Your Contact Centre appeared first on NICE inContact Blog.

Self service 54

Self service Interactive Voice Response Virtual Agent Benchmark 54

teleopti

FEBRUARY 4, 2019

When research and analyst company Econsultancy conducted a survey for digital marketing trends , it asked companies to state the single most exciting opportunity for 2019. They are the driving force of customer service best-practice principles, ethos and learning throughout the organization. appeared first on Teleopti Blog.

Customer Service 48

Customer Service Customer Care Contact Center Chatbots 48

Liveops

DECEMBER 27, 2018

12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Blog Article] How AI will change the nature of contact center work.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Liveops

DECEMBER 27, 2018

12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Blog Article] How AI will change the nature of contact center work.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

Comm100

APRIL 22, 2023

In this blog, we’ll dig into the state of higher ed admissions today and explore strategies for increasing student enrollment, concentrating on what today’s students want and expect from schools. The only cost-effective way that schools can offer this kind of around-the-clock support is with a chatbot.

Education 11

Education Chatbots Surveys Personalization 11

AWS Machine Learning

NOVEMBER 30, 2023

Clariant is empowering its team members with an internal generative AI chatbot to accelerate R&D processes, support sales teams with meeting preparation, and automate customer emails. Choose the best AWS service for your use case, and get started quickly: Ask Amazon Q “What are the ways to build a Web app on AWS?

APIs 124

APIs Enterprise Best practices Technology 124