Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

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Average Handle Time Best practices Surveys Chatbots 89

Eptica

OCTOBER 22, 2021

So, in our latest blog we explore five important customer service learnings that brands can apply to their own business, regardless of what industry they’re in. Categorie(s): Best Practice AI Over the last 25 years Amazon has become the go-to benchmark for building a successful business. Share this page on: Tweet.

Customer Service 103

Customer Service Benchmark Best practices Self service 103

Comm100

DECEMBER 18, 2023

Generative AI stands out as a groundbreaking development this year, showing particular promise in the realm of customer service. But with so much conversation around it, how many people really understand how Generative AI works? What is Generative AI? How Does Generative AI Work?

Chatbots 52

Chatbots Technology Personalization Customer Service 52

Eptica

JANUARY 8, 2021

Our blog outlines 5 key areas to focus on if you want to reduce hidden costs in the contact centre, from improving the agent experience to AI and automation – all without negatively impacting service levels. You might also be interested in these posts: Reviewing 2020 – our top blog posts from last year.

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Self service Service level Marketing Customer Service 85

Totango

NOVEMBER 27, 2023

Efficient and seamless workflows According to the Forrester report, as sustainable growth becomes a priority, B2B organizations need enhanced workflow automation and digital strategies that leverage customer data to: Customize communications and recommendations. Offer self-service functionalities through community and knowledge centers.

B2B 91

B2B CRM Enterprise Upselling 91

SmartAction

FEBRUARY 13, 2024

Businesses who thrive at building robust, complete customer journeys harness the power of automation to build self-service solutions in their order management strategy. Here you’ll learn best practices in building order management automation, while drawing insights from industry leaders like TechStyle and DSW.

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Best practices Virtual Agent Management Chatbots 63

Eptica

SEPTEMBER 10, 2020

In this new blog post, Trevor Davies, Head of Products in R&D, explores some of the key trends and influences from moving to the cloud, to monitoring speech and customer journey analytics, the growing impact of Robotic Process Automation. Share this page on: Tweet. Customer service: what you can learn from great historical figures.

Quality management 74

Quality management Analytics Technology Marketing 74

AWS Machine Learning

JANUARY 26, 2024

Generative artificial intelligence (AI) applications built around large language models (LLMs) have demonstrated the potential to create and accelerate economic value for businesses. Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications.

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Best practices Government Engineering Accountability 122

SmartAction

NOVEMBER 7, 2018

In the contact center, it isn’t often that a new category of technology emerges. Moreover, they have recognized the need to name leaders in this emerging category. The emergence as a category indicates these new solutions are here to stay and are as integral to service delivery as the PBX or workforce management software.

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Self service Virtual Agent Contact Center Customer Support 78

AWS Machine Learning

FEBRUARY 24, 2023

Because labeling these massive datasets is expensive, manual, and time-consuming, the development of ML models that can automate image labeling and annotation is critical. The teams used existing FEMA categories for damage such as flooding, debris, fire and smoke, or landslides, which standardized the label categories.

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APIs Benchmark Government Analytics 85

Interactions

MAY 6, 2021

On one hand, automated systems can handle an unlimited number of customers at once, resulting in less time wasted and lower operational costs. While humans and AI each have individual strengths, they can work together for the most desirable outcome. When technology alone fails… But even the combination of humans and AI can fail.

Self service 62

Self service Interactive Voice Response Contact Center Wait times 62

Totango

DECEMBER 16, 2020

Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Automate Customer Success with Out-of-the-box Templates. Incorporate AI for Smarter Success Solutions. Incorporating artificial intelligence for smarter success solutions.

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Journey mapping Best practices Accountability Big data 71

Monet Software

MAY 27, 2020

Below are the top 5 sessions from our virtual event: AI and KM – From Knowledge Management to Knowledge Automation With artificial intelligence injecting new life into knowledge management, it is suddenly more relevant and necessary than ever. Thank you to everyone who made Verint Virtual such a success—and so much fun! That’s right!

contact center workforce 83

contact center workforce Education Analytics Contact Center 83

Upstream Works

NOVEMBER 30, 2022

What’s really needed is artificial intelligence (AI) capabilities that are built around these use cases. To illustrate, here are two ways contact centers can mitigate the problem of rising inbound contact volumes with AI application integrations. In the early stages of the pandemic, business conditions became very fluid.

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Customer Experience Chatbots Contact Center Morale 78

Aspect

MAY 10, 2018

Aspect has been shortlisted twice for the Best Private Sector Project (Enterprise) category, for our successful work with video games publisher Ubisoft, and supermarket chain Lidl. This category in particular aims to recognise some of the UK’s most successful and disruptive digital transformation projects over the last 12 months.

Chatbots 89

Chatbots Self service Technology Enterprise 89

Call Experts

JANUARY 26, 2023

This blog will dive into why you need an HVAC call center. If you’re in the business of providing heating and cooling services, your best tool for success is the customer service agents who answer the phone from your HVAC call center. And finding differentiators for your HVAC business is essential in today’s growing market.

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Call Center Contact Center Advertising Marketing 52

AWS Machine Learning

SEPTEMBER 7, 2023

This process requires breaking down data into three categories: 1) measurements available from the physical system, 2) the set of actions that can be taken upon the system, and 3) a numerical metric (reward) of equipment performance. The algorithm trained in this blog post is called “ Conservative Q Learning ” (CQL).

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Metrics Engineering Scripts Accountability 94

Aspect

DECEMBER 24, 2018

This year, we’ve brought a number of new customers onboard and worked on some ground-breaking projects with innovative brands, such as the AI wine chatbot that we launched for Lidl. It also saw Lidl UK win the esteemed prize of Best Consumer Chatbot at the CogX 2018 Awards. ® earlier this year. ® earlier this year.

Chatbots 59

Chatbots Finance APIs Self service 59

Lumoa

JANUARY 24, 2024

When to use text analytics This situation is where automated text analytics in customer feedback is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic. That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business.

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Analytics Feedback Metrics Surveys 83

Eptica

AUGUST 1, 2018

This blog post, part of our series on optimizing CX with Eptica, therefore focuses on how our customer experience platform makes it easier for agents to operate effectively and happily. Knowledge to empower agents Eptica’s platform is built around a centralized, AI-powered knowledge base.

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Average Handle Time Best practices APIs Consulting 70

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”. I fully agree that successful deployments of AI-powered bots are happening. Local vs. Global. Both things can be true.

Customer Service 89

Customer Service Banking Contact Center Call Center 89

Aspect

JUNE 18, 2018

The awards, which celebrate the year’s most innovative and influential contributors to artificial intelligence (AI) awarded Margot the winebot as the winner in its category. appeared first on Aspect Blogs. From this, Margot was born. From this, Margot was born. Curious how Margot “works” and what she is capable of?

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Chatbots Consulting Consulting Technology 54

Etech GS

AUGUST 9, 2018

In essence, AI will soon look better and perform more efficiently than all humans. This will lead to a world of humans who are completely dependent on witty AI systems to solve every problem, no matter how large or small. The second popular opinion, when looking at advancing AI technology is less grand and more filled with fear.

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Chatbots Technology 65

Call Experts

FEBRUARY 26, 2020

Before we dive into billing, to understand the structure of billing, we first need to review the service categories. Automations and integrations Companies are looking for a diversified cloud solution to address their specific needs. Many services are backed by AI-powered technology to address the real-time demands of customers. .

Contact Center 59

Contact Center Journey mapping Interactive Voice Response Call Center 59

SmartAction

APRIL 15, 2019

That shift is being driven by advances in conversational AI, which uses advanced speech recognition and natural language processing to automate more calls, chats, and texts than ever before. This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handled by live agents.

Self service 57

Self service Virtual Agent Interactive Voice Response Best practices 57

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative. Leverage Gamification for Soft Skills Development.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Creative Virtual

APRIL 27, 2021

In February ISG, a leading global technology research and advisory firm, published their ‘ISG Provider Lens Intelligent Automation – Solutions & Services’ report. The report evaluates 19 conversational AI vendors against a set of market-driven criteria and places Creative Virtual firmly in the Leader category within the quadrant.

Virtual Agent 52

Virtual Agent APIs Chatbots Self service 52

JivoChat

JULY 14, 2021

Customer self-service is the use of pre-made resources and automation to empower customers to get information without any assistance from a customer support representative. By combining a knowledge base with how-to tutorials, and answers to frequently asked questions, organizations can automate the handling of many customer queries.

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Self service Chatbots B2B Customer centricity 52

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Think about it. Typically, this data lives in multiple systems and is only looked at by the teams that collect it ( and unfortunately, sometimes not even them!).

Analytics 83

Analytics Customer Experience Management Surveys 83

JivoChat

JUNE 29, 2023

In this blog post, we’ll delve into the key strategies that successful E-commerce entrepreneurs and key opinion leaders employ to create an unforgettable brand experience. In the competitive world of E-commerce, going the extra mile and leaving a lasting impression on customers is paramount. Who are they? What do they want?

Analytics 88

Analytics Chatbots Feedback Surveys 88

Eptica

FEBRUARY 13, 2019

Date: Wednesday, February 13, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Improving the experience with actionable customer intelligence. In this blog, I’m going to give a bit more details on how two customers in different industries have realized ROI on their investment. Published on: February 13, 2019.

Surveys 62

Surveys Feedback Metrics Best practices 62

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative. Leverage Gamification for Soft Skills Development.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Uniphore

SEPTEMBER 22, 2021

AI-powered interaction analytics gives you real-time insights to guide your agents and optimize the conversation as well as post-interaction analytics to inform customer experience decisions and strategies, automate and improve compliance and quality control, and improve agent performance. Highly accurate speech and text recognition.

Analytics 40

Analytics Telecommunications Contact Center Healthcare 40

Eptica

DECEMBER 5, 2018

In a previous blog we looked at the skills the agent of the future will need – in this post Eptica’s CEO, Olivier Njamfa shares his thoughts about the customer of the future. This allows them to be more demanding and less loyal than ever before. But what makes these customers tick and how will their characteristics evolve?

Customer Experience 77

Customer Experience Best practices Advertising Chatbots 77

Global Response

MARCH 16, 2023

In this article, our team of customer experience experts has rounded up the techniques we find the most useful in each category so you can level-up your customer service team. In 2023, customer service is more important than ever. 61% of customers say they would switch brands after just one bad experience. E mpathize. A pologize.

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Customer Service outsourcing Technical Support Scripts 62

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”. I fully agree that successful deployments of AI-powered bots are happening. Local vs. Global. Both things can be true.

Customer Service 52

Customer Service Banking Contact Center Call Center 52

REVE Chat Blog

OCTOBER 10, 2019

You can find chatbots use cases and examples across all industries and business functions such as customer service, sales, marketing or even for internal process automation. Along with impacting personal lives, AI powered chatbots are also transforming the way businesses communicate with their customers and prospects. Online support.

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Chatbots Sales Personalization Customer Support 83