Connect

APRIL 18, 2024

Applying artificial intelligence (AI) in the contact centre has emerged as a prolific trend as the hype around Generative or Gen AI – the next iterative advancement in the technology – gathers pace. However, Gen AI is not a plug-and-play solution.

Virtual Agent 86

Virtual Agent Chatbots Average Handle Time Engineering 86

SmartAction

APRIL 11, 2024

Virtual voice agents can be a blessing or a curse for your customers. Done right, they provide a rich, natural, personalized experience that soothes frazzled nerves and either swiftly provides a relevant automated answer or directs them to a live agent who can help. The solution? and switching to your competitor. Customers do.

Virtual Agent 67

Virtual Agent Interactive Voice Response Call flow Contact Center 67

TechSee

MARCH 4, 2024

Generative AI is more than the hot trend of the year; it has the potential to improve and automate CX. However, the cost of AI talent, AI training, tuning, and refinement, as well as LLM consumption-based tokens at scale, begs the question, is Generative AI in CX a financially sound endeavor?

Enterprise 109

Enterprise Automotive Average Handle Time Metrics 109

TechSee

SEPTEMBER 21, 2023

Generative AI will be transformative for every enterprise. However, today’s early Generative AI solutions lack context, and deliver a poor user experience. These are the keys to unlocking mainstream adoption of Generative AI for service and CX. Using Generative AI should be as natural as chatting with a friend.

Engineering 109

Engineering Enterprise Chatbots Self service 109

Playvox

FEBRUARY 29, 2024

Directors and managers of call centers are likely getting questioned by peers in leadership with questions such as, “How are we prepared for Artificial Intelligence (AI)?” But, rather than replacing contact center agents, IVRs automate run-of-the-mill inquiries. of interactions today that are automated using AI.

Interactive Voice Response 79

Interactive Voice Response Customer Service Contact Center Chatbots 79

Interactions

APRIL 16, 2024

A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance. Now, with IVAs and Conversational AI, these interactions feel very different. What’s an IVA?

Customer Care 62

Customer Care Self service Metrics Interactive Voice Response 62

ShepHyken

JUNE 19, 2020

He discusses the pros and cons of AI customer service tools, as well as the benefits of utilizing a virtual assistant. There is no doubt that the presence of AI in today’s businesses has helped companies operate smoothly when teams cannot afford more customer service employees. Enhancing the Digital Learning Curve.

Customer Service 200

Customer Service Feedback Marketing Technology 200

ShepHyken

DECEMBER 1, 2020

Most organizations have made the move to virtual, and all should understand how their customers are connecting with them. Both customers and chatbots must be able to decide when to switch from AI to a human being. People use AI all the time without realizing it. You can’t automate a relationship!

Chatbots 305

Chatbots CRM Technology Customer Experience 305

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). What Is Contact Center AI?

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Vistio

APRIL 22, 2024

The allure of AI in contact centers is undeniable. From automating routine tasks to providing personalized recommendations, AI promises to revolutionize how businesses interact with their customers. However, the rush to incorporate AI into customer-facing roles has led to some high-profile mishaps.

Contact Center 52

Contact Center Agent Empowerment Best practices Chatbots 52

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. With the advent of generative AI (GenAI) and large language models (LLMs), we are in an era of exponential change. They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. Conversational AI technology over the phone goes beyond chatbots to leverage the power of voice and offer a more personal experience.

Contact Center 88

Contact Center Interactive Voice Response Virtual Agent Management 88

OctopusTech

MARCH 22, 2024

As automation revolutionizes business operations, Chatbots have become a powerful marketing tool. Chatbots are artificial intelligence-powered virtual assistants that simulate human conversations with customers through messaging apps. But how do AI Chatbots work? How do artificial intelligence Chatbots work?

Chatbots 62

Chatbots Marketing Abandon rate Healthcare 62

CSM Magazine

APRIL 18, 2024

The landscape of customer service is dramatically changing with the introduction of artificial intelligence (AI), particularly large language models (LLMs) such as ChatGPT. Chatbots and Virtual Assistants Customer service departments are increasingly deploying LLM-powered chatbots and virtual assistants.

Chatbots 52

Chatbots Feedback Wait times Customer Service 52

SmartAction

NOVEMBER 15, 2023

The Evolution of Customer Self-Service Customer self-service has come a long way since the days of waiting on hold for assistance from traditional call centers. AI-Powered Voice Self-Service AI-powered voice self-service is revolutionizing the way customers seek help. Key Trends in Customer Self-Service 1.

Self service 97

Self service Virtual Agent Chatbots Analytics 97

Interactions

APRIL 26, 2024

Yet, it’s easy to negatively impact CX with technology solutions that promise good service for lower costs, but end up falling short. We’ve all experienced chatbots that mostly regurgitate self-service links and automated call systems that rely on clunky menus or that don’t understand conversational language.

Scripts 62

Scripts Customer centricity Chatbots Technology 62

CSM Magazine

APRIL 22, 2024

Explore key trends in online gambling customer service, including AI integration, personalization, and enhanced security, shaping the future of player satisfaction and loyalty. Predictive Customer Service Beyond just personalization, predictive service utilizes AI to foresee and address potential issues before they escalate.

Customer Service 52

Customer Service Entertainment Chatbots Analytics 52

SmartAction

NOVEMBER 8, 2023

Virtual voice agents can be a blessing or a curse for your customers. Done right, they provide a rich, natural, personalized experience that soothes frazzled nerves and either swiftly provides a relevant automated answer or directs them to a live agent who can help. The solution? and switching to your competitor. Customers do.

Virtual Agent 86

Virtual Agent Interactive Voice Response Call flow Contact Center 86

24-7 InTouch

MARCH 27, 2024

Introducing Sidd, Laivly’s virtual real-time AI assistant that guides associates through complex processes with best actions to take, checklists, and automated approvals. IntouchCX implemented our Generative AI solution to increase the brand’s adherence policy, accuracy of credits, and insight into their overall spend.

Coaching 59

Coaching CRM Technology Customer Experience 59

OctopusTech

JANUARY 24, 2024

In the busy world of 2024, virtual assistants play a bigger role than before, appearing in a wide range of industries, including healthcare and real estate. The goal of this blog is to clarify the complexities surrounding virtual assistants, including their uses and the variables that will affect their price in 2024.

Real estate 62

Real estate Healthcare Scripts Technology 62

Connect

DECEMBER 11, 2023

Technology-enabled transformation is a growing trend as operators look to access the latest technologies shaping the contact centre of the future , with artificial intelligence (AI) a key strategic focus. Innovation in artificial intelligence (AI) presents an unprecedented opportunity to disrupt this prevailing norm.

Technology 93

Technology Average Handle Time Cloud contact First call resolution 93

CSM Magazine

APRIL 16, 2024

It’s undeniable that artificial intelligence (AI) has swiftly risen to become a powerful force in numerous industries and the world of online casinos isn’t left behind. Through AI, casinos are able to decode player behavior and preferences. Such delays are frustrating and may lead to a poor customer experience.

Customer Experience 52

Customer Experience Wait times Chatbots Customer Support 52

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. And in today’s market, there’s no shortage of solutions to choose from. But how do you know which solutions are best for your operation? Read on for an introduction to call center automation, plus our top software picks!

Call Center 142

Call Center Interactive Voice Response call center software CRM 142

TechSee

SEPTEMBER 15, 2022

The partnership stems from an initiative with an electronics multinational to deploy virtual sales agents on retail locations, instantly connecting customers to representatives via AI-based visual engagement. NeuraFlash and TechSee together can tailor these solutions based on a brand’s business objectives. BOSTON , Sept.

Big data 109

Big data Consulting Consulting Contact Center 109

SoliCall

NOVEMBER 2, 2023

For example, fast internet access and SAAS solutions make remote work very similar to work in the office. In addition, in the last few years, AI-powered tools became invaluable in enhancing the productivity of remote workers. They enhance communication, making it easier for remote teams to collaborate in real-time.

SaaS 59

SaaS Technology At home agents Personalization 59

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. In this article, we will discuss how the combination of AI and human intuition can be applied to a range of sectors to help solve problems preemptively.

Customer Service 84

Customer Service Chatbots Analytics Big data 84

SmartAction

APRIL 4, 2023

Conversational AI represents the future of voice assistants. In a March 15, 2023 article – “ How Siri, Alexa and Google Assistant Lost the A.I. Race ” – Times reporters Brian Chen, Nico Grant, and Karen Wise very effectively described the modern marketplace for voice assistants and where it’s headed. Don’t believe us?

Virtual Agent 85

Virtual Agent Chatbots Self service Banking 85

3CLogic

JANUARY 24, 2024

As organizations are ramping up their digital transformation strategies to meet the immediate and personalized experiences required by today’s customers, it’ s no surprise Conversational AI is emerging as the fastest-growing segment within the contact center space. Why should you consider using AI in your contact center?

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

TechSee

MARCH 2, 2023

With new AI capabilities and compelling use cases being demonstrated daily, the service industry looks forward to a new generation of AI providers that answer their needs for high-quality service automation. Can you customize the AI technology to meet the specific needs of our business and industry? If so, how?

Enterprise 109

Enterprise Coaching Chatbots Self service 109

DMG Consulting

APRIL 8, 2024

AI-Enabled WFM Promotes Efficiency and Flexibility View this article on the publisher’s website. Artificial intelligence (AI), automation, and the need for new capabilities to address asynchronous and digital interactions are driving a welcome transformation of these solutions. These solutions were identified by 37.5

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

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

SmartAction

JUNE 27, 2023

Embrace automation for contact center success in 2023! So, why are some contact centers still hesitant to implement AI? Let’s address the common objections and show you how to overcome them with conversational AI and virtual agents. Conversational AI offers significant cost savings and enhanced efficiency.

Contact Center 80

Contact Center Virtual Agent Agent burnout Self service 80

AWS Machine Learning

APRIL 18, 2024

All of this, and more, is now possible with our newest sample solution, Live Meeting Assistant (LMA). Context-aware meeting assistant – It uses Knowledge Bases for Amazon Bedrock to provide answers from your trusted sources, using the live transcript as context for fact-checking and follow-up questions.

APIs 107

APIs Accountability Analytics Entertainment 107

TechSee

FEBRUARY 7, 2023

For the first time, early technology adopters can now easily access the latest breakthroughs in Generative AI. Generative AI is a rapidly emerging technology class that automatically creates content, such as code, images, or text. Many wonder how AI will impact their business, team, or operations. In a word, maybe.

Chatbots 124

Chatbots Self service call center solutions Average Handle Time 124

Expivia

FEBRUARY 15, 2024

This release is not just an update; it’s a leap into the future of AI-driven customer service. Enlighten Actions: Beyond Analytics Enlighten Actions represents a significant advancement in AI-driven analytics, providing unprecedented insights into customer interactions and agent performance.

Virtual Agent 75

Virtual Agent APIs Analytics Chatbots 75

TechSee

APRIL 21, 2021

consumers have required assistance during the COVID-19 pandemic. These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial intelligence (AI) in call centers. AI Call Center Solutions that Drive Value. Robotic Process Automation.

Call Center 136

Call Center Contact Center Self service call center solutions 136

Interactions

SEPTEMBER 8, 2023

Getting stuck in a loop or being misunderstood by an automated customer care system brings out the worst in humanity. Thankfully, customer service tools have advanced in recent years, and AI is accelerating the change. These AI assistants are so powerful because they provide faster and more varied ways to get support.

Customer Service 62

Customer Service Self service Contact Center Banking 62