Creative Virtual

OCTOBER 8, 2019

I started building virtual agents and chatbots for customer service more than 12 years ago. In my experience, there has been a major shift in customer expectations since 2015/2016 in the customer service chatbot industry. Simple chatbot implementations are no longer enough to meet customer expectations.

Chatbots 40

Chatbots Virtual Agent Customer Service Self service 40

Fonolo

NOVEMBER 17, 2020

Whether it’s handling and routing necessary inquiries through self-service tools and chatbots or using AI to improve reporting and predictive modeling, AI will be essential in delivering excellent customer experiences in the future. Call Center Trends 2014. Improving Average Handle Time (AHT).

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

CSM Magazine

JUNE 27, 2018

A Gartner report, sponsored by Tealium: ‘ 100 data and analytics predictions for 2021 ‘ forecasts that ‘By 2019 more than 10% of IT hires in customer service will mostly write scripts for bot interactions’ and ‘By 2020, AI will disrupt the jobs of 1,000,000 phone-based customer support agents.’. million Euros in 2014.

Scripts 40

Scripts Chatbots Enterprise Healthcare 40

Lumoa

JUNE 14, 2023

As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. Show Empathy Statistics show that the vast majority – 79% – of consumers favor human-driven service over dealing with a chatbot or self-service options.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Balto

AUGUST 3, 2022

These channels include self-service, chatbots, instant messaging, texting, support threads, and more. Our recent Script Adherence report unearthed a similar finding: the agent experience, for the most part, is universal, and only varies slightly based on company size. 2014, October 29). But that’s not the case. 2022, March 29).

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

LiveChat

APRIL 13, 2018

Yes, chatbots can definitely be effective…but human interaction is always preferable.). As reported by Certona in 2014, such personalized service and messaging can lead to an astounding 50% increase in Average Order Value – whether directly or indirectly. Upselling and cross-selling.

Upselling 51

Upselling Analytics Sales Personalization 51