ShepHyken
JUNE 28, 2019
Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options. Not going away.
Fonolo
NOVEMBER 17, 2020
“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. That will shift in 2016, as self-service will become a critical factor in any successful multi-channel strategy.
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Callminer
AUGUST 1, 2017
Bill Dettering is the CEO and Founder of Zingtree , a SaaS solution for building interactive decision trees and agent scripts for contact centers (and many other industries). Launched in 2013, Zingtree has helped over 15,000 organizations streamline support, engage with customers, and more. Bill Dettering. Jeff Greenfield.
CSM Magazine
JUNE 12, 2020
From multilingual programming to natural language capabilities, chatbots (‘bots’) are quickly moving beyond today’s stilted scripts and limited interactive proficiencies. According to a recent study conducted by Gartner Research, 15 percent of all customer service interactions will be handled entirely by AI by 2020 1.
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.
aircall
JUNE 21, 2021
The sales performance research firm CSO Insights also found that in 2013, only 58.2% Scripted Responses. Some companies have started giving their agents a fixed set of responses to streamline the customer service process. A comprehensive Resource Center is a great self-service alternative to customer support.
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