CCNG

APRIL 12, 2024

However, what the goal should be is determining how you can elevate the customer experience in your contact center utilizing automation, AI, and all resources available to you. Call routing, interactive voice response and voice-based chatbots are a few examples of that technology. Let’s take modern chatbots for example.

Contact Center 221

Contact Center Interactive Voice Response CCNG Chatbots 221

CCNG

DECEMBER 20, 2023

Studies have shown that the average consumer would rather interact with a live agent than a chatbot. For example, a March 2023 survey by IPSOS on artificial intelligence found that despite the growing acceptance of AI, most people still prefer to talk with a human customer service agent (88%).

Call Center 195

Call Center Chatbots CCNG Technology 195

CCNG

MARCH 6, 2024

There are many types of AI, however, 95% of AI is being utilized effectively and most of the innovation in the contact center is based on Generative and Analytical. This is the foundation for AI agents, conversational AI, AI-assisted IVR, and a lot of the customer-facing AI you hear about. These two types of AI go hand in hand.

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195