CCNG

FEBRUARY 21, 2024

If you connect these tools to your knowledge base then you can enable the AI to cite sources of information provided in the generated text. This functionality can greatly reduce average handle times (AHT) by accessing suggest responses and solutions to customer queries faster than humanly possible.

Technology 195

Technology Customer Service Virtual Agent Self service 195

AWS Machine Learning

MARCH 31, 2023

This would eliminate hold times and ensure that callers receive fast responses. The key to making this approach practical is to augment human agents with scalable, AI-powered virtual agents that can address callers’ needs for at least some of the incoming calls. per contact, while self-service channels cost about $0.10

Virtual Agent 77

Virtual Agent Self service Transportation Customer Experience 77

Talkdesk

MARCH 24, 2020

In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base. Now, we’re going to dive into the different stakeholders within and outside of the contact center who will benefit from this evolution of the traditional knowledge base, and how you can use it to transform your customer experience. .

Average Handle Time 57

Average Handle Time Self service First call resolution Virtual Agent 57

Connect

APRIL 18, 2024

By orchestrating first-line customer engagement with intelligent routing, the solution can allocate basic engagements and repetitive tasks to automated AI solutions like chatbots or conversational virtual agents.

Virtual Agent 88

Virtual Agent Chatbots Average Handle Time Engineering 88

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Contact Center

Connect

DECEMBER 11, 2023

By orchestrating first-line customer engagement with intelligent routing, the solution can allocate basic engagements and repetitive tasks to automated AI solutions like chat bots or conversational virtual agents. Creating ‘ super agents.

Technology 92

Technology Average Handle Time Cloud contact First call resolution 92

Global Response

AUGUST 7, 2023

If you measure your agents’ success solely based on, for example, average handle time or completed calls, agents might be motivated to simply complete calls as quickly as possible to meet those metrics. How can technology help empower call center agents?

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62