2003 Chatbots Contact Center Virtual Agent 
Taylor Reach Group
JUNE 13, 2017
Chat in the Contact Center - an Expert Panel Weighs in – Part 2/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. Chatbots can leverage your FAQ’s to provide responses to consumers, but a good degree of configuration is often required.
DMG Consulting
FEBRUARY 25, 2019
Speech and text analytics are used to listen to/read customer interactions and provide feedback to the enterprise (general trends) and agents (what they do right and how to improve). When speech analytics first entered the commercial market in 2003, it was not ready for AQM, but it is today. Like what you’re reading? Email Address *.
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