Creative Virtual

APRIL 16, 2020

By Laura Ludmany, Knowledgebase Engineer. Delivering excellent customer service is more important than ever, as it can be a real ‘make it or break it’ experience for customers looking for quick answers in these uncertain times. I love looking after several projects, as I always get fresh ideas and it’s never a dull day.

Customer Support 52

Customer Support Virtual Agent Banking Self service 52

CSM Magazine

JUNE 12, 2023

Contact center fraud occurs when malicious actors deceive contact center agents or manipulate self-service channels to gain unauthorized access to sensitive information, manipulate accounts or commit other illicit activities. Teach employees to identify and respond to social engineering attempts.

Contact Center 52

Contact Center Engineering Education Banking 52

Inbenta

FEBRUARY 27, 2020

Discretion: calling a bank or insurance company contact centre while being at work would probably not be appreciated by our colleagues (and even less so by our boss!). Using a search engine, agents could then find these ‘solutions’ and supposedly reuse their content.

Management 75

Management Engineering Self service Call Logging 75

AWS Machine Learning

JULY 29, 2022

Self-service analytics – To streamline the experience of data users of analytics and ML so they can discover, access, and use data products with their preferred tools. Then we focused on the technical part associated with building data products, self-service analytics, and federated computational governance principles.

Government 76

Government Banking Analytics Accountability 76

Uniphore

JULY 21, 2021

Search Engine Optimization While improving the agent experience is paramount to customer service success, it’s not the only area to focus on. Gartner estimates that 85% of interaction will start with self service solutions , more than 30% higher than in 2019.

Best practices 52

Best practices Customer Service Management Contact Center 52

AWS Machine Learning

NOVEMBER 16, 2023

With SageMaker MLOps tools, teams can easily train, test, troubleshoot, deploy, and govern ML models at scale to boost productivity of data scientists and ML engineers while maintaining model performance in production. Maintainability – The platform’s architecture and code base should be well organized, modular, and maintainable.

Healthcare 86

Healthcare Government Engineering APIs 86

TechSee

APRIL 2, 2019

That’s why the companies we entrust with our most private information – like banks, medical providers and insurance companies – rely on computer vision as a foolproof means of verifying their customer’s identities through facial recognition – even in challenging lighting conditions and from unusual angles. Image similarity.

Contact Center 174

Contact Center Average Handle Time B2C Banking 174

pindrop

JULY 24, 2020

With the loss of the high street in lockdown and the subsequent boom in online retail, banking and financial services, with everyone working from home, call volumes to customer service staff have spiked. As covered in the 2020 Fraud & Privacy Report. You can download the full report here.

Interactive Voice Response 52

Interactive Voice Response Banking Education Accountability 52

Mindtouch

APRIL 5, 2017

MindTouch has been named one of the Hot 100 best privately held software companies by JMP Securities , a full-service investment bank. The Hot 100 list is compiled each year based on the evaluation of multiple criteria, including financial growth, products and services, quality of leadership, customers, and market potential.

Banking 48

Banking Engineering Self service Marketing 48

Kayako

JANUARY 24, 2018

I’d purchased flights through a popular comparison site only to find double charges in my bank account. Did my bank have an error? I got my answer in the end (and my refund), but it wasn’t an ideal way to spend the first hour of my Sunday morning or my first customer service transaction this year that stressed out.

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

NobelBiz

AUGUST 22, 2023

Engineered for impeccable voice quality and unswerving call reliability, it streamlines operations without requiring extra infrastructure. By adopting a VoIP telecom system, contact centers can enhance agent efficiency, increase throughput, and reduce costs through real-time self-service and support activities.

voip 98

voip Telecommunications Contact Center Contact center software 98

Creative Virtual

JANUARY 26, 2023

You can’t deliver reliable, accurate self-service tools if you can never be certain what response might be given. These limitations don’t mean you should write off ChatGPT or GPT-3 (and future versions) as completely ineffective in the realm of customer service and employee support. ChatGPT alone cannot replace all of that.

Virtual Agent 52

Virtual Agent Chatbots APIs Engineering 52

Aspect

APRIL 20, 2018

Once the chatbot knows the intent, it can engage in a more or less scripted dialogue to achieve the goal — just like a customer service agent, a bank teller or the person taking a food order in a restaurant. The engine will observe all of the different sentences share a certain patterns of characters: “my balance.” Balance.” “My

Chatbots 51

Chatbots Engineering Scripts Banking 51

Mindtouch

OCTOBER 19, 2017

Principal Information Engineer, Information Services, CA Technologies — @adrianehunt — [link]. Bill Patterson , SVP & General Manager Service Cloud, Salesforce — @bpatter — [link]. Bill Powell , Senior Salesforce Solutions Engineer, CSS Technical Services — @billpowell__c — [link]. Adriane Hunt, Sr.

Consulting 91

Consulting Consulting Engineering CRM 91

Hodusoft

MARCH 30, 2023

Advanced features It isn’t surprising that sophisticated inbound call center software is equipped with many advanced features such as: Interactive Voice Response : This feature provides self-service options to callers so that they can save time with readily available solutions. That’s where you need to search.

call center software 52

call center software Call Center Customer Service Interactive Voice Response 52

JivoChat

JUNE 29, 2023

Moreover, search engines also prioritize mobile-friendly websites that can help improve your search engine rankings. Providing Exceptional Customer Service You can create a positive customer experience that builds customer loyalty, and drives repeat business by providing responsive and helpful customer service.

Analytics 88

Analytics Chatbots Feedback Surveys 88

Mindtouch

MARCH 27, 2019

Learn why next-gen customer self-service requires next-gen knowledge management. While this familiar rigmarole can be fun to watch (Apple vs. Let’s figure out just what in the heck IoT is first before cracking open the piggy bank. For good reason, too: companies that fail to capture awareness risk losing out to competitors.

Self service 48

Self service Banking Customer centricity Engineering 48

Netomi

JANUARY 13, 2022

Armed with a strong ‘Do it yourself (DIY)’ attitude, many customers today like the concept of self-service, and of helping themselves. We see this with online banking, or with travelers choosing to check their bags via an airport kiosk. Chatbot Demo Question #1: Does It Connect to Your Knowledge Base?

Chatbots 52

Chatbots Analytics Banking Metrics 52

Nicereply

FEBRUARY 29, 2024

Every brand uses recommendation engines to drive personalized content and trigger more engagement. Offer a self-help deck or knowledge base Customers like to have a self-help deck or AI-powered knowledge base that can enable them to find answers to common queries. The language should be straightforward.

Customer Experience 59

Customer Experience Journey mapping Analytics Feedback 59

Enghouse Interactive

JULY 10, 2018

In the hustling world we live in, the sense of community is exciting in the world of banking. Provide simple digital self-service touch points. With the rise of rise digital technologies members are looking to self-service first. On top of that, how can credit unions guarantee expansion and member loyalty?

Self service 40

Self service CRM Contact Center Analytics 40

Callminer

AUGUST 1, 2017

The routing engine delivering the contacts must be optimized in such a way that your customer’s experience is both brief and successful. Provide self-service options to your callers, but don’t force these options upon them. Many times, this system optimization alone can raise the efficiency of the contact center. Jeff Toister.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

pindrop

JULY 6, 2021

From email to bank logins, many companies have employed tools like two-factor verification to make their services more secure. Passive authentication methods also help increase self-service options in the IVR. You can explore the tool kit on this page linearly or choose the section you need. Table of Contents.

Contact Center 70

Contact Center Average Handle Time APIs Best practices 70

Solvvy

AUGUST 31, 2022

If your business is in a competitive market, such as financial, banking, Software as a Service (SaaS), or consumer services, your customers have many choices of where to make investments or spend their budget. Search Engines and Information: 75. Online Retailers: 77. Municipal Energy Utilities: 73. Computer Software: 77.

Surveys 62

Surveys Benchmark Feedback Customer Support 62

CCNG

JUNE 21, 2023

Plus, customers can seek self-service, assisted-service or proactive-service options. Power your self-service channels with a robust knowledge base so users can find the information they need. Tools like cognitive computing engines further analyze customer intent and context.

Customer Service 195

Customer Service CCNG Self service Automotive 195

AWS Machine Learning

NOVEMBER 24, 2023

With that, the need for data scientists and machine learning (ML) engineers has grown significantly. Data scientists and ML engineers require capable tooling and sufficient compute for their work. JuMa is now available to all data scientists, ML engineers, and data analysts at BMW Group.

Engineering 71

Engineering Analytics Government Self service 71

3CLogic

JANUARY 24, 2024

Bern Elliot, Vice President Analyst at Gartner explains : “Customer service and support leaders seeking to use AI to improve digital and self-service customer service should ensure they have sufficient, accurate and relevant data to support customer service insights and predictions use cases”.

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

AWS Machine Learning

NOVEMBER 1, 2023

Now a part of Reveal’s AI-powered eDiscovery platform, Logikcull is a self-service solution that allows legal professionals to process, review, tag, and produce electronic documents as part of a lawsuit or investigation. Søren Blond Daugaard is a Staff Engineer in the Data Engineering team at Logikcull – A Reveal Technology.

APIs 85

APIs Engineering Government Telecommunications 85

Vistio

APRIL 2, 2022

I also do one-on-one consulting for companies that want a more personal approach as they re-engineer their remote working programs for this kind of long-term vision. And then re-engineer training so that it is multimedia. And I’m seeing companies completely re-engineer their onboarding processes to make early connections.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

Creative Virtual

APRIL 14, 2020

By Laura Ludmany, Knowledgebase Engineer. In the last 4 weeks, on average, the traffic of our banking virtual agents has doubled. In these times, a proactive approach by financial organisations can really make a difference to customers, as everyone wants to feel reassured instantly and see how their bank copes with the crisis.

Customer Support 52

Customer Support Virtual Agent Banking Self service 52

Enghouse Interactive

OCTOBER 12, 2021

Add self-service so that customers can have control of how they engage with you. Integrate a Knowledge Base into your self-service process to ensure specific help can be provided quickly via text, documents, or text-to-speech. Use Artificial Intelligence to listen to what is being said, “why”, and the “what” behind it.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Netomi

JUNE 10, 2023

The Power of a Zendesk Knowledge Base and Customer Self-Service The modern customer wants self-service. Zendesk Knowledge Base solutions are team publishing libraries covering recurring topics and questions on products and services. We’ve seen this in banking.

Chatbots 52

Chatbots Banking Self service Engineering 52

Inbenta

JANUARY 17, 2022

Time is relative, and while fifteen minutes is quick for pizza delivery, it is an eternity for a bank transfer or a jeweler specifying if they have a ring in the size you have requested. Growing self-service options for customers. Customers increasingly expect organizations to offer self-service support.

Customer Service 98

Customer Service Self service Chatbots B2B 98

ShepHyken

JANUARY 14, 2022

This week we feature an article by Todd Zerbe Senior Vice President of Engineering at Avaya. If you’re a bank doing an outbound campaign, that makes it extremely difficult to get in touch with one of your customers – let alone authentically connect with them. Todd Zerbe is Senior Vice President of Engineering at Avaya.

Banking 175

Banking Engineering Upselling Interactive Voice Response 175

Stratifyd

MARCH 19, 2019

In Part I of this series, we introduced Stratifyd’s Lead QA Engineer, Clay Raynor, and touched on our commitment to high quality standards. QA is any routine process of determining whether a product or service meets a certain expectation of quality. What is QA?

Interactive Voice Response 9

Interactive Voice Response Morale Banking Engineering 9

AWS Machine Learning

DECEMBER 29, 2022

Additionally, we are pleased to announce support for E13B fonts commonly found in deposit checks, accuracy improvements to detect International Bank Account Numbers (IBAN) found in banking documents, and long words (such as email addresses) via the AnalyzeDocument API. Increased default service quotas for Amazon Textract.

APIs 85

APIs Banking Real estate Healthcare 85

JivoChat

APRIL 23, 2023

Instead of using a search engine to find the content the customer is looking for on your website, they will ask for it from the chatbot. This also helps with the brand’s image, because it shows the company is concerned about providing great customer service.

Chatbots 75

Chatbots B2C Self service Banking 75

JivoChat

MAY 13, 2021

The retail giant is now overtaking search engines for product research, with 63% of consumers in e-commerce marketplaces starting their online searches with Amazon. Digital banking. The global online banking market size is predicted to reach $20.5 So COVID is continuing to move customers towards digital banking.

Banking 52

Banking Chatbots Self service Advertising 52