Comm100

MARCH 25, 2024

When it comes to designing chatbots, there are a few simple practices that separate helpful, high-performing bots from chatbots you’d rather see put out of their misery. Luckily for business owners and budding chatbot developers alike, launching a quality bot isn’t hard, as long as you know what to watch out for.

Chatbots 96

Chatbots Journey mapping Personalization Customer Support 96

Comm100

NOVEMBER 28, 2022

Automation takes off. “More and more colleges are deploying virtual assistants or chatbots to communicate with students on all aspects of college life, creating a virtual “one-stop-shop” for student queries. Now institutions are looking to deploy chatbots with much broader capability.”

Education 87

Education Customer Service Chatbots Personalization 87

Comm100

FEBRUARY 10, 2022

Personalizing customer service is key for brands to interact with their target audience and set themselves apart from the crowd, especially when 90% of online shoppers are more likely to do business with brands that offer personalized experiences. Why does personalized customer service matter? Let’s take at some of these benefits in detail.

Personalization 52

Personalization Customer Service Chatbots Self service 52

Comm100

FEBRUARY 21, 2023

It’s estimated that by 2026, 1 in 10 agent interactions will be automated , saving $80 billion in labor costs. from 2023 to 2030. This blog will reveal why more and more organizations are adopting AI by highlighting the key benefits of AI in customer service. So why all this interest?

Customer Service 66

Customer Service Chatbots Agent burnout Wait times 66

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.

Best practices 63

Best practices Virtual Agent Management Chatbots 63

Comm100

AUGUST 10, 2022

You might already know that you can automate a high portion of common support questions with chatbot software , but it can do so much more. Just like any new technology that disrupts an established industry, the benefits of chatbots are far-reaching. Devote agent time to higher-value inquiries. Provide 24/7 availability.

Chatbots 82

Chatbots Customer Service Wait times Sales 82

Expivia

FEBRUARY 15, 2024

The landscape of customer service is on the brink of a major transformation, thanks to the upcoming release from NICE CXone. With a suite of tools ranging from Enlighten Actions to Autopilot and beyond, NICE CXone is setting a new standard for what businesses can expect from their customer service technology.

Virtual Agent 75

Virtual Agent APIs Analytics Chatbots 75

Comm100

DECEMBER 8, 2020

It takes careful management of a lot of moving parts. Enter automation. One of these solutions is the chatbot. Chatbots were designed to streamline customer interaction. Today we’re rounding up some of the most amazing ways in which chatbots can improve your customer satisfaction and take your business to the next level.

Chatbots 53

Chatbots Scripts Sales Personalization 53

Playvox

FEBRUARY 16, 2024

From driving assistance to data analysis to chatbots, generative AI (GenAI) is finding its usefulness in a host of ways across all industries. When you unlock the benefits of AI in quality management, you’re able to move beyond basic process improvements to a direct, marked improvement in employee experience (EX) and ultimately CX.

Quality management 75

Quality management Contact Center Management Best practices 75

Fonolo

MARCH 7, 2023

If they have a problem or a question, they expect immediate information and quick resolution — but keeping up with this demand can be an impossible task for your contact center’s live agents alone. Self-service lets users resolve problems without waiting for an agent’s response and lightens the load on your customer support team.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

Comm100

NOVEMBER 29, 2021

Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents. All the while, significant tech advancements were made, particularly within AI and automation. From CX to AX – The birth of the agent experience.

Customer Service 82

Customer Service Chatbots Surveys Customer retention 82

Netomi

SEPTEMBER 20, 2021

Chatbots are used by 1.4 Companies are launching their best AI chatbots to carry on 1:1 conversations with customers and employees. AI powered chatbots are also capable of automating various tasks, including sales and marketing, customer service, and administrative and operational tasks. What is an AI chatbot?

Chatbots 126

Chatbots APIs Surveys Analytics 126

SmartAction

JUNE 9, 2023

Expectations from customers to be available 24/7 on a variety of channels from voice to social media have driven communication with businesses to evolve beyond traditional interactions. Chatbots often answer FAQs, and guide users through various processes. Today, conversational AI is everywhere.

Virtual Agent 72

Virtual Agent Chatbots Self service Feedback 72

SmartAction

NOVEMBER 22, 2023

Conversational AI technology over the phone goes beyond chatbots to leverage the power of voice and offer a more personal experience. Conversational AI helps them out of what seems to be an endless cycle of button pressing and voice prompts to connect them immediately with a virtual agent. All of which increase profitability.

Contact Center 88

Contact Center Interactive Voice Response Virtual Agent Management 88

Quiq

JULY 22, 2022

Customers often move back and forth between each stage, with many smaller steps in between. Based on which pages they spend time on, you can craft unique messaging (using live agents or chatbots) to target where they are in their customer journey. With a chatbot. Are you using live chat at every touchpoint?

Chatbots 85

Chatbots Journey mapping Customer retention Advertising 85

Comm100

NOVEMBER 29, 2021

Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents. All the while, significant tech advancements were made, particularly within AI and automation. From CX to AX – The birth of the agent experience.

Customer Service 61

Customer Service Chatbots Surveys Customer retention 61

TeleDirect

FEBRUARY 14, 2024

The term “cloud” is often associated with IT, but it’s an important technology in any industry, from healthcare to education — especially when it comes to running a contact center. Once upon a time, they were typically run in-house, with on-site agents taking and making calls. Let’s say you’re moving to a new house.

Cloud contact 48

Cloud contact Contact Center contact center solutions Chatbots 48

Comm100

OCTOBER 28, 2021

As higher education institutions look for new ways to engage their students, many are turning away from traditional phone support to invest in accessible and mobile-friendly technologies like live chat. AI chatbots allow institutions to provide fast, 24/7 support that today’s students are widely embracing. 24/7 service .

Education 52

Education Chatbots Technical Support Surveys 52

Fonolo

MARCH 12, 2020

Modern consumers want to be able to solve issues and get information immediately but keeping up with this demand can be an impossible task for live agents alone. Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available.

Self service 118

Self service Best practices Customer Support Chatbots 118

Expivia

FEBRUARY 18, 2024

Business Process Outsourcing (BPO) firms, especially those specializing in contact center services, are at the forefront of this change, transitioning from traditional service models to becoming integral technology partners for their clients. This shift towards technology-driven solutions poses a significant challenge for BPOs.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

ProProfs Blog

MARCH 25, 2020

Implementation of automated customer service is no longer considered an innovative competitive advantage but an essential way of staying competitive. Businesses without reliable customer support automation are less consistent while handling customers’ requests but also spend way more time and money solving each of them. Tweet this.

Customer Service 125

Customer Service Chatbots Customer Support Personalization 125

Comm100

NOVEMBER 10, 2021

With artificial intelligence like chatbots, brands can serve more customers faster than ever before – all the while keeping a high level of service quality. Not only are chatbots convenient, but they’re also quickly becoming necessary thanks to their ability to provide customers with 24/7 service. Step 1 – What are your goals?

Chatbots 76

Chatbots Customer Service CRM Personalization 76

Expivia

FEBRUARY 15, 2024

Traditional models, heavily reliant on vast numbers of agents to handle calls and customer inquiries, are rapidly being outpaced by more technologically advanced methodologies. Transitioning Beyond Traditional Call Handling In an age where customer expectations are sky-high, the old playbook of quantity over quality no longer suffices.

Contact Center 52

Contact Center Business Process Outsourcing outsourcing Technology 52

CSM Magazine

APRIL 25, 2023

1) The average cost of an inbound call is £6.55 – 70% more than email and 96% more than webchat With calls to contact centres continuing to cost significantly more than other channels, many organisations are introducing automated and self-service service options for customer interactions.

Interactive Voice Response 52

Interactive Voice Response Abandon rate Self service Chatbots 52

Creative Virtual

AUGUST 11, 2021

Deploying conversational AI solutions like chatbots and virtual agents can be risky but doesn’t have to be. You don’t need to be an early adopter of innovations to benefit from the technology. These business objectives will directly inform how your chatbot or virtual agent is built and implemented.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Self service 52

Creative Virtual

MAY 4, 2021

Advances in artificial intelligence (AI) and machine learning have meant more potential use cases for automation technologies. Forrester analyst, William McKeon-White writes about this as part of his research on help desk chatbots. If users don’t have a good experience with the chatbot, they won’t keep using it.

Virtual Agent 95

Virtual Agent Chatbots Self service Contact Center 95

OctopusTech

MARCH 1, 2023

Some companies even have remote call centers where employees work from the comfort of their homes. In these cases, the rep can set the expectation for communication moving forward and continues to work on the case until it’s resolved. Inbound calls are a fundamental aspect of customer service and support call centers.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Comm100

MAY 5, 2022

Technology leaders like Amazon and Apple have offered customers seamless experiences across digital devices for years, and it’s only natural that consumers should expect the same experience from their financial institutions too. Many banks are missing out on the opportunities created by automating chats with chatbots.

Banking 52

Banking Chatbots Accountability Upselling 52

Nicereply

MARCH 21, 2023

Chatbots and voice assistants are already used in customer work, especially in repetitive and routine tasks. What challenges can Customer Success teams face during the implementation of artificial intelligence? Furthermore, 63% say they expect to increase investments in AI in the next three years.

Customer Service 52

Customer Service Chatbots Analytics outsourcing 52

bold360 Blog

APRIL 6, 2021

With a clear view from the frontlines of what Bold360 customers have been experiencing, Customer Relationship Manager Shai Horstock explains the shift enterprises have had to make in order to become nimbler, a change that won’t (and shouldn’t) go back to the pre-pandemic normal. That’s far removed from the five-year roadmap approach.”.

Enterprise 52

Enterprise Chatbots Self service Telecommunications 52

bold360 Blog

MAY 3, 2021

The tools agents use to deliver a great customer experience (CX) impact the employee experience (EX). Frontline agents face constant challenges around information retrieval that are akin to searching for a needle in a haystack, and in times of rapidly changing circumstances like the pandemic, this can be even more problematic.

Self service 52

Self service Chatbots Airlines Accountability 52

REVE Chat Blog

APRIL 29, 2020

Artificial Intelligence (AI) is now being widely used to digitally transform businesses and automate their processes. Chatbots for lead generation is the latest tool to help marketers to connect and engage with their prospects in an automated way. “28% Why chatbots are important for lead generation? Source: Drift.

Chatbots 119

Chatbots Education Real estate Healthcare 119

COPC

JUNE 9, 2023

This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. To start, this industry often involves repetitive tasks that can be automated, making it an ideal environment for AI implementation.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Outsource Consultants

JUNE 22, 2020

But no matter where you’re at with your customer service and outsourcing efforts, whether remote or on-premise, you must do more than simply cutting dollars from your budget — you need strategies that make sense. In this blog, we’ll cover tips for cost-effective strategies that will bolster your customer experience.

Call Center 84

Call Center outsourcing Interactive Voice Response Chatbots 84

Inbenta

DECEMBER 14, 2021

And chatbots that harness artificial intelligence (AI) and natural language processing (NLP) present a huge opportunity. In a market where policies, coverage, and pricing are increasingly similar, AI chatbots give insurers a tool to offer great customer experience (CX) and differentiate themselves from their competitors.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

NICE inContact

MARCH 28, 2019

It often eliminates the “on hold” frustration of voice calls and lets contact centers increase productivity by having agents work with 3 or 4 customers at the same time. Many organizations feel pressured “top down” to apply AI technology to automate chat interactions entirely. It’s a great way to move them to chat with a live agent.

Chatbots 59

Chatbots Virtual Agent Self service Benchmark 59

Comm100

JULY 20, 2021

Customer service has long been a slow-moving piece of the broader business landscape, and it’s not hard to see why: business owners are reluctant to experiment with customer service channels they’re unfamiliar with. Chatbots represent automation, efficiency, and logic. What is a chatbot? Why are chatbots relevant today?

Chatbots 57

Chatbots Customer Service Scripts Morale 57