CSM Magazine

DECEMBER 17, 2019

John Ing, Principal Operations Lead for CX at ECS shares his CX Predictions for the banking industry in 2020. An interaction might start with a basic chatbot, switch to an AI-powered virtual agent that understands context better and finally escalate to a voice call with a contact centre agent.

Banking 85

Banking Customer Experience Abandon Call Virtual Agent 85

Fonolo

JANUARY 4, 2022

billion in 2020, up 16.9% chatbots compared to 42% of media and communications companies. Ameyo estimated that by 2020, 85% of customer service interactions will be automated. Ameyo estimated that by 2020, 85% of customer service interactions will be automated. 37% of customers report using a chatbot on a website.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

Fonolo

APRIL 4, 2023

billion in 2020, up 16.9% chatbots compared to 42% of media and communications companies. Source: Salesforce Ameyo estimated that by 2020, 85% of customer service interactions will be automated. Source: Salesforce Ameyo estimated that by 2020, 85% of customer service interactions will be automated. billion in 2019.

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81

JustCall

FEBRUARY 13, 2023

Call Queuing Queuing technology improves customer experience, customer satisfaction, and customer retention. It reduces the number of abandoned calls by ensuring that customers do not fall off the queue while they are waiting to be served. It also offers features like workforce management and a number of reporting tools.

Sales 52

Sales Call Center Interactive Voice Response CRM 52