ShepHyken

FEBRUARY 8, 2021

Fast Company) As we witnessed in the 2009 downturn, if companies react quickly and organize themselves well, there are many opportunities to be gained from this crisis. Next generation is the new generation in customer experience by Carlos Lopez-Abadia.

Customer Service 235

Customer Service B2B Chatbots Self service 235

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. Here are 5 ways specialist service bots can play a winning role in your organization’s customer retention strategy: 1.

Chatbots 64

Chatbots Customer retention Contact Center Self service 64

CSM Magazine

FEBRUARY 7, 2023

Unleash the chatbot! We saw this in the last big recession spanning 2007-2009. From an operational point of view, speech analytics help to identify self-service containment opportunities or agent knowledge gaps. Change the mindset from self-service OR human-assisted to a more realistic blended one.

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

TechSee

DECEMBER 5, 2017

Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. The Canadian-based Coveo increases self-service success and case deflection by making search core to the self-service experience.

Contact Center 116

Contact Center Technology Self service Call Center 116

Comm100

NOVEMBER 13, 2022

67% of consumers used social media for service-related needs in 2020, and this is growing. Chatbots: With a well-trained AI chatbot, organizations can automate up to 80% of their frontline customer support. Integrating a chatbot with omnichannel support also creates new ways to engage international applicants.

Customer Service 85

Customer Service Multichannel Chatbots Healthcare 85

SmartAction

JULY 13, 2018

While some organizations are dabbling with do-it-yourself chatbots to help customers self-serve via automation, they ultimately create silos that cannot be scaled to voice, where more than half of customer engagements take place. SmartAction is transforming customer self-service with Artificial Intelligence.

Call Center 40

Call Center Marketing B2B Contact Center 40

Fonolo

APRIL 17, 2019

In 1999, it implemented the country’s first self-service express check-in kiosks. Air Canada has led its home country and continent in these innovations. In 2007, it was the first in North America to introduce mobile check-in with electronic boarding passes.

Airlines 78

Airlines Transportation Contact Center Self service 78