TechSee

APRIL 21, 2021

According to a 2021 survey, 65% of U.S. AI enhances existing self-service capabilities, such as smart FAQ and IVR, with the new cognitive capabilities in chatbots or virtual agents. AI-Based Prediction of Customer Behavior via Speech Analytics. One trending approach for AI in call centers is a focus on speech analytics.

Call Center 136

Call Center Contact Center Self service call center solutions 136

CSM Magazine

APRIL 22, 2021

In this article, Magnus Geverts at Calabrio shows how to WOW customers in five easy steps and then invites you to test your knowledge in the Big CX Quiz on 5 May 2021. . Save the date for Calabrio’s Big CX Quiz at 10am on Wednesday 5 May 2021. We promise you’ll walk away recharged, reinspired and reconnected.”.

Analytics 52

Analytics Best practices Chatbots Self service 52

Enghouse Interactive

JUNE 9, 2021

By using tools such as chatbots, biometric authentication, self-service, and natural language processing (NLP), organizations can listen to the voice of the customer (VOC) to gather first-party data and then extract the contextual information needed to complete customer profiles which are foundational to personalization (1:1 targeting).

Contact Center 97

Contact Center Self service Chatbots CRM 97

Enghouse Interactive

FEBRUARY 9, 2021

of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. Chatbots for Customers (31.0% Chatbots simplify and optimize issue resolution. Agent Analytics (28.4% Real-time agent analytics improve the ability to track agent response times and KPI’s.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Xaqt

JANUARY 15, 2021

In Maricopa county – the Phoenix metropolitan area – the website server facilitating online appointments was overwhelmed soon after it launched on January 11, 2021. Conversational chatbots replace tedious website sign-up pages and manage the vaccination process from check-in to follow-up appointments.

Virtual Agent 40

Virtual Agent Government Contact Center Chatbots 40

Enghouse Interactive

JUNE 25, 2021

The pandemic has only worsened this trend – a study by Enghouse Interactive found that 91% of agents were likely to change jobs in 2021. Quality management. Quick action by managers can then stop them developing into larger problems for the agent. Real-time speech analytics.

Technology 40

Technology Morale Self service Analytics 40

Enghouse Interactive

MAY 27, 2021

By using tools such as chatbots, biometric authentication, self-service, and natural language processing (NLP), organizations can listen to the voice of the customer (VOC) to gather first-party data and then extract the contextual information needed to complete customer profiles which are foundational to personalization (1:1 targeting).

Contact Center 52

Contact Center Self service Chatbots CRM 52