Remove tag digital-agents
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Will AI Render the Human Call Center Agent Obsolete?

CCNG

We don't believe that R2D2 will replace the human agent anytime soon. Studies have shown that the average consumer would rather interact with a live agent than a chatbot. RPA is digitized with structured inputs and is rules-based. The following is what we believe them to be: What Is Artificial Intelligence?

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5 factors that are driving the need for better digital customer experience

Eptica

Date: Monday, February 14, 2022 Author: Pauline Ashenden - Demand Generation Manager 5 factors that are driving the need for better digital customer experience. In our latest blog we highlight research that demonstrates the shift to digital and focus on five important areas driving customer experience transformation.

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How to Better Tag Your Zendesk Customer Interactions

Playvox

While tagging customer interactions might seem like a small part of your operations, it’s actually a vital component of running a productive contact center. Consistently tagging your customer support interactions in Zendesk — or any chat software — should be a top priority. Why You Should Properly Tag Customer Conversations.

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How a unified agent desktop empowers your advisors and better engages customers

Eptica

Date: Friday, February 25, 2022 Author: Pauline Ashenden - Demand Generation Manager How a unified agent desktop empowers your advisors and better engages customers. This has a negative impact on the customer, the agent, and the business in terms of productivity and satisfaction. The three areas to focus on to empower your agents.

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Zappix Recognized as “Most Promising Utilities Tech Solutions Provider 2024” by CIO Review

Zappix

EIN PRESSWIRE ) March 13, 2024 Zappix , a leading AI-Powered Digital Engagement Platform provider, has been named one of the “Most Promising Utilities Tech Solutions Providers 2024” by CIO Review. Zappix’s AI-Powered Digital Engagement Platform integrates with existing back-end systems, such as ERP and CRM.

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Four key considerations for customer self-service success

Eptica

Author: Pauline Ashenden - Demand Generation Manager The average customer today is more digital-savvy than ever and is happy to find answers to routine customer service questions themselves. You might also be interested in these posts: 5 factors that are driving the need for better digital customer experience.

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Decoding Customer Sentiment: Beyond Traditional KPIs

Playvox

Accurate sentiment analysis in a digital world is complex because human language is nuanced. In digital customer communication, we lose the benefit of eye contact, tone of voice, body language, and other cues we use during in-person dialog. Ensure proper tagging. Proper tagging is essential to the accuracy of sentiment analysis.