Guest Blog: The Rise of Chatbots in Customer Experience


This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. Chatbots are more than just automated FAQ answer generators.

Chatbots – An Attractive Option for your Contact Center


Contact Centers are transforming to keep up with the needs and demands of customers. Automation has always been part of the contact center world – and so it is no […]. The post Chatbots – An Attractive Option for your Contact Center appeared first on Blueworx. Blog Chatbot Contact Center

Guest Blog: Is Your Contact Center Using the Right Customer Feedback Tool?


These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year.

6 Reasons Why Chatbots are a Good Thing for Your Contact Center

Waterfield Technologies

Contact Centers have always depended on automation – Interactive Voice Response (IVR) is an integral part of a contact center’s day to day operation. The post 6 Reasons Why Chatbots are a Good Thing for Your Contact Center appeared first on Waterfield Technologies.

How Much Can Chatbots Save Your Contact Center?


Over the past few years, contact center spending has increased significantly as savvy businesses transform their processes to meet the growing demand for high-quality customer support. Chatbots. Chatbots aren’t just for customer service. appeared first on Aspect Blogs.

A Chatbot for Your Contact Center

Creative Virtual

Contact centers around the world are celebrating Customer Service Week this week, recognizing their agents who deliver service and support to customers all year long. But many of those contact centers are missing an important team member. They are missing a chatbot. Chatbots and virtual agents have become essential tools for providing 24/7 self-service to digital customers. The post A Chatbot for Your Contact Center appeared first on Creative Virtual.

6 Positive Features of Chatbots in Contact Centers

Waterfield Technologies

Automation has always been part of the contact center world – and it is getting even bigger with the addition of chatbots. The post 6 Positive Features of Chatbots in Contact Centers appeared first on Waterfield Technologies. Blog AI Artificial Intelligence Chatbots Contact Center Cost-effective IVRWhile they are in a basic stage now, […].

Do Humans Still Have a Place in Contact Centers?

NICE inContact

Chatbots are coming. Consider these stats*: 4 minutes is the average time savings with a chatbot enquiry vs. a traditional call $0.70 is the average cost saved per chatbot interaction for messaging-based banking bots 11,000 operating chatbots now are on Facebook Messenger $174 billion could be saved across insurance, financial services, sales, and customer service. How smart are chatbots today? So should we get rid of the poor humans in contact centers?

The Impact of Artificial Intelligence on Today’s Contact Center

NICE inContact

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? So, what might you consider as you integrate artificial intelligence into your contact center? How does a contact center meet these demands?

Guest Blog: Want to Excel at Customer Service? Transform your Contact Centers into Customer Engagement Centers


This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Earlier, businesses used to see contact centers as cost centers.

Infographic: Chatbots Challenge Traditional Contact Centers


As consumers acclimate to chatbots as their own personal assistants at home, customer service agents have warmed to the idea of chatbots in the contact center. First, agents welcome customer support chatbots to assist with workforce tasks and communicating with management.

Infographic: Chatbots Challenge Traditional Contact Centers


As consumers acclimate to chatbots as their own personal assistants at home, customer service agents have warmed to the idea of chatbots in the contact center. First, agents welcome chatbots to assist with workforce tasks and communicating with management.

What Do Consumers Expect from Your Chatbot?


As artificial intelligence (AI) technology continues to advance, contact center leaders are able to deploy chatbots with increasingly human-like behavior to give customers more personalized support. But 36 percent prefer females, while 14 percent prefer male chatbots.

5 Reasons Customers Love Chatbots

NICE inContact

Chatbots are a kind of silver bullet to fulfill the needs of today’s demanding digital customers. Let’s take a closer look at 5 reasons customers love AI-driven chatbots. An AI-driven chatbot that appears automatically while a customer is viewing the website is the ideal self-service option. These chatbots can handle the simpler first-line issues that often involve repetitive questions from customers. It doesn’t have to be that way — thanks to chatbots.

Cheat Sheet for Building the Best Chatbot

NICE inContact

The chatbot revolution is here, and having a bot that can talk to your customers online is key to your brand’s success and future growth. Chatbots scale quite easily and can handle hundreds of conversations at a time. Start with something small as your chatbot version 1.0

 Is Virtual the Next Reality for Contact Centers?


The modern contact center must be highly attuned to the emerging technologies that drive customer satisfaction today. The leading contact centers today already leverage chatbots, SMS and intuitive IVR systems, simply making these tools the new status quo.

5 Benefits of Conversational Artificial Intelligence for the Contact Center


Whether using chatbots or speech-based assistants, these brands integrate AI into their omnichannel experience—often in their messaging applications—to drive stronger sales and customer service. Here are five benefits of conversational AI for the contact center.

Contact center transformation pitfalls (and how to avoid them)


To meet these expectations, organizations need a future-proof contact center designed to deliver intelligent engagements—but it takes hard work to get it […] The post Contact center transformation pitfalls (and how to avoid them) appeared first on What’s next.

Chatbots’ Impact on Banking and Healthcare

Revation Systems

Smart phones and 24/7 call centers have enhanced organizations’ communications with their customers and helped them meet new demands; and now artificial intelligence (AI) is further impacting this landscape. Banking Chatbots. Healthcare Chatbots.

Customers Explain Why Chatbots Matter for Contact Centers


I recently attended Jeff Pulver’s 2017 MoNage conference to get the latest views on chatbot usage and expectations for serving customers. Jeff says that “as chatbots get better and better, there may be less of a need to visit a business website.” Contact us.

Contact Centers? Say Hello to 2019


2018 was a big year for the contact center industry. Added to the mix were the frustrating dalliance with AI, the quasi-melding with CRM, the embrace of chatbots, and the rise of RPA. The Top Contact Center Trends to Watch in 2019.

Keep calm and carry on: 5 Reasons for Intraday Scheduling in Contact Centers


Statistically, the majority of contact centers still use manual processes to adjust their intraday workforce scheduling but why play a constant game of catch-up? It’s a real game-changer for contact centers everywhere.

8 Ways to Turn Your Contact Center from Cost to Profit

Transparent BPO

If you were to ask many business executives, they would say their customer service contact center is a necessary expense that does not contribute to the bottom line. But what if you could turn your customer service contact center from cost to profit?

7 Contact Center Glossary Terms You Need to Know

NICE inContact

I could take you through a litany of common contact center terms and definitions … but why? In fact, I’ve included a link to an unbiased market source at the end of this blog. To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms: . Cloud Contact Center – Cloud computing… applied to the contact center.

Driving Contact Center Change: Chatbots, OmniChannel, Cloud


Chatbots, Omnichannel and Cloud are three top trends for contact centers. Chatbots: Prosperous Future or Disaster? Through better web-based content, enhanced IVR, the Internet of Things (IoT), virtual agents and, yes, chatbots.


RFP Questions to Ask About AI in the Contact Center


And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Here’s the short list of the best questions to ask about AI in the contact center. Looking for more contact center RFP questions?

Video Snack-Pack: Contact Center and Customer Service Leaders


One of our goals with the Fonolo blog is to expose our readers to a broad range of voices on a broad range of topics. Last month’s Enterprise Connect conference was Amy’s debut appearance as part of the Cisco Collaboration team (the division that includes their call center business).

5 Reasons Why Customers Love Chatbots


As artificial intelligence continues to modernize customer experiences, chatbots are at the heart of this technological revolution. According to Business Insider, 67% of customers worldwide used a chatbot for support in 2017—and the numbers continue to rise.

Demystifying artificial intelligence’s role in contact centers

Cisco - Contact Center

AI is shaping the future of customer experiences and the contact center. This week I will be speaking at UC Expo about the role that artificial intelligence is playing in advancing contact center productivity and efficiency, and in particular how this is benefiting the agent and customer experience. AI = chatbots. Contact centers have been using AI in some form or another for decades.

Efficiency vs. Automation: Effectively Implementing Contact Center AI


AI is driving truly revolutionary capabilities in the contact center that play into the sweeping trend of digital transformation. Organizations understand this, with 94% agreeing that effective AI can transform the performance of their contact center.

Preview for New Series - AI, Chatbots and New Value in Contact Centers

Jon Arnold

I’ve recently been working with Upstream Works , an up and coming company helping contact centers leverage digital technology and migrate to omnichannel. I'll be writing preview posts here on my blog as each Insight is published, and this post serves to support the first one.

5 Things Customers Expect from a Modern Contact Center

Revation Systems

The modern contact center must be constructed with these expectations in the design, given that 76 percent of customers claim they will terminate a business relationship based on a negative experience.

8 Ways to Use AI in the Contact Center


Are organizations attempting to use artificial intelligence (AI) in the contact center? In fact, the majority (58%) of executives believe that chatbots are the only form of AI that their organization is currently using effectively. CX and Contact Center

Guest Blog: Assistive AI for Real Work


Kate aims to augment the capabilities of call center agents and customer service/helpdesk personnel. The technical implementation combines a collection of technologies — chatbots, micro-applications, knowledge center, widgets, a dialog engine, engagement engine, APIs, etc.

APIs 209

Google Launches Contact Center AI


Google made a major announcement at their “Cloud Next” event with the launch of Contact Center AI. It was the second time this month that the contact center world was rocked by a Google announcement. Self-serve (in the form of text-based chatbots usually).

Workforce AI: The Driverless Contact Center


Looking specifically at the contact center industry, we have seen a recent flurry of activity around chatbots, intelligent IVRs and virtual agents. AI will not take the contact center workforce by storm but rather in a gradual, carefully scrutinized evolution of capabilities.

Benefits of Chatbots


Join the chatbot revolution! There are many benefits to implementing a chatbot within your contact center, most of which directly and positively impact on the end-customer. Jacada Blog

5 Contact Center Tech Upgrades to Consider in 2019

Customer Service Life

The text of this article originally appeared on the ICMI blog on December 5, 2018. I’ve heard this spoken of chatbots, in particular, this year. There are five such areas where I see significant gains for your contact center by upgrading in 2019 if you haven’t already.

Artificial Intelligence: Ready for Primetime in the Contact Center


This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Virtual agents/chatbots – Computer-aided, virtual robots that address basic questions and functions to free human agents to handle more complex ones. CX and Contact Center

How Knowledge Management Powers the Chatbot Experience


Why do organizations deploy customer service chatbots ? Doing so can help organizations simultaneously take down another important objective: scaling contact center operations and, by extension, controlling costs. ” The ties between knowledge management and chatbots.