Creative Virtual

FEBRUARY 7, 2023

I like customer service expert Shep Hyken’s take on this in his blog post, Don’t Just Personalize the Customer’s Experience – Individualize It. For nearly a decade now, we’ve talked about our virtual agents and chatbots delivering a personalized self-service experience – with no marketing spin required! Absolutely!

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

NICE inContact

JANUARY 24, 2018

IBM Watson, first brought to attention when it played Jeopardy against human champions, announced the Watson API in 2013 to allow other software developers to use Watson AI. SmartAction – AI engine powers self-service across voice and digital channels using natural language processing (NLP). Plan to join us!

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

LiveChat

JANUARY 20, 2017

Trend #2: Self-service. Self-service is the essence of proactive support and – as I usually say – the best answer is the one you didn’t even have to give. It’s a completely new way of thinking about self-service! Trend #3: Empowerment of emotions in customer service. Paolo Fabrizio.

Customer Service 62

Customer Service Customer Experience Chatbots Self service 62

Jon Arnold

OCTOBER 3, 2017

There’s more disruption coming, and I’ll speak to that in due course, either here on my blog, or via one of the media channels I partner with. Aside from this being a big part of our day, it also means people are spending less time on the phone, and to provide good customer service, you need to use what they’re using.

Marketing 40

Marketing Contact Center APIs Enterprise 40

RichCall

SEPTEMBER 13, 2017

self-service. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. Here are the experts: @Jon Arnold , an independent research analyst with a great blog. Self-service. consumers are using web self-service more than assisted service. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64