CSM Magazine

MARCH 13, 2020

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. Deploying a range of chatbots, each suited to a specific task, can greatly enhance the customer experience and deliver substantial benefits to the business.

Chatbots 64

Chatbots Customer retention Contact Center Self service 64

Balto

AUGUST 3, 2022

These channels include self-service, chatbots, instant messaging, texting, support threads, and more. In theory, the more channels available, the less that voice — and therefore humans — will matter. IVR (Interactive Voice Response) Assistant. 2006, September 13). But that’s not the case.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

CSM Magazine

JUNE 30, 2021

AI chatbot handles peaks and supports business growth. Founded in 2001, in the West Midlands, UK, as a manufacturer of leisure machines for the hospitality industry, Intouch Games launched its first mobile casino games in 2006. We quickly decided that using a chatbot, underpinned by AI, was the way forward.”.

Chatbots 105

Chatbots Self service Accountability Interactive Voice Response 105