ShepHyken

JULY 22, 2016

This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support. It is no doubt that excellent customer support is crucial to success. Shep Hyken.

Journey mapping 180

Journey mapping Customer Support Feedback Surveys 180

SmartAction

NOVEMBER 1, 2023

When used in business, conversational artificial intelligence (AI) supports overall call center operations by providing self-service options, 24/7 availability, and real-time data and analytics – while lowering costs and increasing profits. Plus, it’s infinitely scalable. This emphasizes ethical training and deployment.

Contact Center 65

Contact Center Virtual Agent Interactive Voice Response Chatbots 65

Lumoa

FEBRUARY 14, 2024

Benchmark Against Competitors Competitive analysis is also highly insightful during a CX audit. Multiple CX software as a service (SaaS) solutions like Lumoa are available, which automate many CX tasks, offer a granular perspective for in-depth analysis, and streamline upgrading your CX strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Upstream Works

DECEMBER 14, 2022

When it comes to AI and customer service, automation usually comes to mind. Chatbots are the most common way to automate self-service, but to get fuller value, a wider spectrum needs to be considered. That consideration will only come by shifting focus from customer service to customer experience (CX).

Chatbots 78

Chatbots Contact Center Coaching Surveys 78

Hodusoft

OCTOBER 19, 2023

Businesses in today’s highly competitive industry, looking for the best strategies that they can implement to reduce costs while maintaining the quality of their service. In this blog, we will discuss various practical strategies for reducing operational expenses associated with BPOs. It will prepare BPOs for proactive cost management.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

SmartAction

JUNE 27, 2023

Virtual agents handle after-hours inquiries, provide self-service options, and streamline interactions. With automation, you can deliver top-notch service, exceed customer expectations, and drive business growth. Break free from obstacles, provide exceptional customer service, and revolutionize your contact center today!

Contact Center 83

Contact Center Virtual Agent Agent burnout Self service 83

SmartKarrot

APRIL 21, 2023

As businesses strive to make data-driven decisions, self-service business intelligence (BI) reporting and analytics are becoming increasingly popular. By providing easy-to-use tools for data visualization, exploration, and reporting, self-service BI can save time and improve decision-making.

Self service 16

Self service Analytics B2B Accountability 16

Creative Virtual

JUNE 7, 2022

Some of you may remember the days when companies wanting to implement customer support on their website believed they had to make a decision: either a virtual agent or live chat; either automated self-service or human-assisted web chat. It can assist you with identifying key metrics and help build your business case.

Virtual Agent 52

Virtual Agent Self service Chatbots Metrics 52

Creative Virtual

AUGUST 11, 2021

Deploying conversational AI solutions like chatbots and virtual agents can be risky but doesn’t have to be. In this three-part blog series, I’m sharing three steps for achieving conversational AI success while minimizing the risk for your organization. You don’t need to be an early adopter of innovations to benefit from the technology.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Self service 52

Noble Systems

MAY 17, 2021

In the second Q&A of this blog series, we answered questions about Customer Engagement and the CX. Call Center AI can be used for a range of purposes, such as to train agents, capture key data and perform data analysis, support speech recognition, create modelling, and more. What’s new in terms of Call Center Automation?

Call Center 52

Call Center Contact Center Interactive Voice Response Chatbots 52

Lumoa

SEPTEMBER 30, 2022

This represents great news for banks as consumers are also more willing to use apps from (and share personal data with) their financial service providers. Modern consumers are also extremely self-sufficient. So much so, that 4 out of 5 customers expect to see more self-service options from financial institutions.

Banking 94

Banking Customer Experience Big data Chatbots 94

Fonolo

JANUARY 31, 2018

Will the AI / chatbot hype start to live up to its promise? We’re going to tackle all of those topics in the months ahead on this blog, but first we’re reading everything we can so we can bring you the most accurate analysis. We’re delighted that so many of you subscribe to this blog or visit us every week.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

bold360 Blog

APRIL 30, 2020

As traffic to digital channels has surged, and as service delivery has been challenged by service employees increasingly working from home (with pets and kids to manage), companies have struggled to manage traffic flows while maintaining service quality. That’s a CX and EX win-win. How does Conversational AI Work in Practice?

Self service 66

Self service Chatbots Technology Management 66

Revation Systems

FEBRUARY 5, 2019

Unified communications (UC) technology in particular holds this power by enabling a few key strategies: automated self-service, real-time tone analysis and seamless transitions between communication types. Automate Self-service through Chatbot Technology. Real-time Tone Analysis to Guide Conversations.

Customer Experience 48

Customer Experience Chatbots Self service Banking 48

Global Response

MARCH 20, 2023

Do they prefer self-service options or waiting for an agent?) Finding the root cause—and understanding how to improve it—requires data and analysis, but allows you to pinpoint the exact element causing long conversations and where time on calls is being spent. do they prefer to wait on hold or receive a call back later?

Average Handle Time 62

Average Handle Time Scripts Call Center Interactive Voice Response 62

Hodusoft

JULY 19, 2023

In this blog, we will explore everything related to inbound call center software. Cost Savings: By automating call routing and leveraging self-service options such as IVR, businesses can reduce the need for additional staff and handle more calls with fewer agents. This can lead to cost savings in staffing expenses.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

VocalCom

JULY 2, 2020

We are social creatures and the value interacting with another human being over a machine when dealing with a complex and emotional problem cannot be underestimated: humans offer a level of empathy that no chatbot or automated agent can currently provide. The rise of self-service has made human support even more critical.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

COPC

JANUARY 31, 2018

In our quarterly blog series, Ask the Experts, we ask COPC Inc. For those not familiar, can you provide a quick overview of artificial intelligence (AI), chatbots and machine learning (ML)? An example of AI is the “intelligence” behind some types of chatbots, the kind that uses more than simple rules.

Contact Center 40

Contact Center Chatbots Scripts Technology 40

SmartAction

FEBRUARY 13, 2024

Businesses who thrive at building robust, complete customer journeys harness the power of automation to build self-service solutions in their order management strategy. This involves: Gathering Data : Utilize customer service logs, feedback surveys, and website analytics to understand your most frequent inquiries.

Best practices 64

Best practices Virtual Agent Management Chatbots 64

NICE inContact

OCTOBER 2, 2019

The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. Both self-service and agent-assisted channels are being improved in the upcoming year, reflecting ongoing consumer demand for many options. Interested in learning more? Download your free copy today.

Benchmark 60

Benchmark Interactive Voice Response Chatbots Self service 60

AWS Machine Learning

SEPTEMBER 28, 2023

Accenture has integrated this generative AI functionality into an existing FAQ bot, allowing the chatbot to provide answers to a broader array of user questions. Online reporting The online reporting process consists of the following steps: End-users interact with the chatbot via a CloudFront CDN front-end layer.

Enterprise 98

Enterprise Real estate Chatbots Construction 98

NobelBiz

FEBRUARY 27, 2024

Data Analysis : AI analyzes vast data sets, identifying patterns and predicting customer behavior. Chatbots : AI-powered chatbots handle routine queries, providing quick and accurate responses. IVR systems are integral in streamlining operations and improving customer satisfaction through efficient self-service options​​.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

VocalCom

JUNE 24, 2020

74% of organizations consider conversational assistants an important enabler of customer engagement ( CapGemini ), while 63% of consumers are satisfied getting service from a chatbot, as long as they have the option to move the conversation to a human if needed (Forrester).

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

bold360 Blog

AUGUST 18, 2020

Self-service tools help drive digital-first CE. The survey shows steady growth in the adoption of self-service tools: 68% of respondents say “they have [self-service] options including FAQs, knowledge bases, and/or chatbots, based on text analysis and capable of agent escalation where appropriate.”.

Self service 52

Self service Chatbots Entertainment Surveys 52

Upstream Works

DECEMBER 20, 2022

This use case can take many forms, with self-service automation often coming to mind right away. First would be with chatbots, where AI enables virtual agents to take self-service further than legacy-based IVR. Workflow Automation. Workflow automation is an important contact center use case for AI.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

TechSee

JUNE 25, 2019

Customer-facing AI technologies are especially relevant to assisting in customer identification, call classification/routing, chatbots and predictive personalization. This is likely one reason why Oracle found that 80% of sales and marketing leaders say they currently use or plan to deploy chatbots in the near future. Biometrics.

Technology 122

Technology Customer Service Gamification Contact Center 122

Creative Virtual

JUNE 22, 2020

Today I’m proud to be sharing Creative Virtual’s introduction of the Neutrino release of V-Person , our innovative virtual agent and chatbot technology. When I first founded Creative Virtual in late 2003, chatbot and virtual agent technology was still very new in the customer service space. By Chris Ezekiel, Founder & CEO.

Personalization 52

Personalization Virtual Agent Chatbots Employee engagement 52

Eptica

MAY 16, 2018

Essentially, you can answer potential questions before they have been asked, based on analysis of relevant consumer behavior. Faster service. It gives the ability to understand the context, meaning, tone and emotion of digital conversations, empowering agents and enabling brands to deliver personalized service at scale.

Customer Experience 69

Customer Experience Chatbots Self service CRM 69

Avaya

APRIL 10, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. 80% increase in transactions handled by self-service apps.

Contact Center 71

Contact Center Analytics voip Virtual Agent 71

Avaya

SEPTEMBER 30, 2016

One of the key themes of the show is Artificial Intelligence, something that shouldn’t really be a surprise considering the technology is fast becoming a reality in the enterprise, with chatbots, predictive intelligence and robot PAs. Well let’s look at the Avaya chatbot as an example. appeared first on Avaya Connected Blog.

Enterprise 76

Enterprise Chatbots SaaS Self service 76

COPC

JUNE 9, 2023

This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. Conversation analytics, speech analytics, sentiment analysis and automated quality assurance are tools used in analytical AI.

Customer Experience 116

Customer Experience Analytics Technology Average Handle Time 116

BlueOcean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. This is the underlying philosophy of our digital customer experience support solutions , driven by AI, machine learning, chatbots, and intelligent self-service. Those first three are what we’d expect.

Contact Center 62

Contact Center Customer Experience Chatbots Customer Care 62

teleopti

AUGUST 13, 2019

Create high-performing managers – automation frees up management time by eliminating the need for time-intensive analysis of performance data. The latest Chatbots using Artificial Intelligence (AI), are reinventing WFM and intraday planning. Welcome to the future of bots. Join our on-demand webinar.

Contact Center 71

Contact Center Chatbots Service level Time management 71

Expivia

NOVEMBER 9, 2021

Chatbots, self-service, and agent assistance are just the tip of the iceberg. However, this data analysis didn’t happen in real-time previously. What people have done in the past is they put a chatbot on their website, but literally only two or 3% ever touch the chatbot and say, “I want to chat.”

Contact Center 86

Contact Center Chatbots Call Center Analytics 86

JustCall

MARCH 7, 2023

To that end, this blog will explore contact center automation and discuss its pros, tools, use cases, and challenges. Conversational AI or Chatbots Most of us are familiar with chatbots and conversational AIs such as Alexa, Siri, Google Assistant, etc. Put them together, and you get a match made in heaven.

Contact Center 52

Contact Center Interactive Voice Response Virtual Agent Automatic Callback 52

Creative Virtual

APRIL 16, 2020

This is an extremely beneficial symbiosis – by this continuous cooperation, the virtual agent takes the pressure off the live chat centre and the live chat agents can improve the performance of the chatbot. The post Helping Financial Organisations Deliver 24/7 Customer Support: Part 2 appeared first on Creative Virtual.

Customer Support 52

Customer Support Virtual Agent Banking Self service 52

ProProfs Blog

JANUARY 10, 2019

Here’s a list of top nine customer service trends you need to watch out this 2019: #1: Self-service – The New Mantra! Self-service no doubt is the new mantra in the customer service segment that allows people to find solutions to their problems hassle-free. 2: Get Over Basic Live Chat.

Customer Service 116

Customer Service Multichannel Self service Scripts 116