CSM Magazine

NOVEMBER 11, 2020

The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations. To meet ever-rising expectations, support leaders plan to invest in conversational support capabilities, including proactive support, chatbots, and automation in 2021. Team efficiency is both a top challenge and an area of investment.

Customer Support 52

Customer Support B2C Chatbots B2B 52

Playvox

SEPTEMBER 1, 2021

Somewhat surprising, survey results found that Gen Zs prefer both face-to-face communication and text messaging at work. Generation Alpha is defined as those born since 2011. Whether it is a chatbot or an avatar, an ideal intelligent bot asks clarifying questions and knows when it’s time to get a human involved. Mixed Reality.

Customer Service 68

Customer Service Virtual Agent Healthcare Education 68

Comm100

NOVEMBER 13, 2022

Chatbots: With a well-trained AI chatbot, organizations can automate up to 80% of their frontline customer support. Survey data shows that customers hate repeating themselves. Integrating a chatbot with omnichannel support also creates new ways to engage international applicants.

Customer Service 88

Customer Service Multichannel Chatbots Healthcare 88