SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Key Trends in Customer Self-Service 1.

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Aspect

DECEMBER 20, 2017

Thanks to continual innovations, self-service has moved beyond press 1 call routing to seamless interactions like Visual IVR, Facebook Messenger, automated chatbots and disposable web apps. Or, in a Bizarro World in which he actually used his phone for an actual call and reached out to the registrar’s office IVR.

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Zappix

NOVEMBER 25, 2024

Top 5 Ways Digital Engagement Drives Customer Loyalty Across Industries Customers expect quick, seamless, and personalized interactions with the brands they love. Digital engagement tools, such as visual IVR, chatbots, and SMS workflows, have emerged as essential components for creating these impactful experiences.

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Aspect

JUNE 19, 2017

Last week’s CXP series post covered using CX Designer for self-service application creation and today we are going to continue the series by covering the additional capabilities that take our chatbot creation platform to a new level. The applications’ designs tend to focus on tightly constrained responses to specific prompts.

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Self service Chatbots Interactive Voice Response Engineering 62

Fonolo

OCTOBER 5, 2023

2023 was all about chatbots. FREE WEBINAR: Is Your Chatbot Really Just an IVR? With their narrow conversation flows and questions that often don’t lead to an answer – or an agent – chatbots don’t always seem all that revolutionary. If your chatbot seems like an IVR, are you doing something wrong?

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NobelBiz

NOVEMBER 19, 2024

Front-End Customer Interactions You Should Automate Automated Call Routing and IVR Systems Long wait times and misrouted calls are a thing of the past with intelligent interactive voice response (IVR) systems and dynamic call routing. Self-Service Options Modern customers value convenience.

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Upstream Works

MARCH 3, 2023

As a result, it is difficult to gauge the success of a chatbot in interacting with and meeting the needs of customers. To understand this issue, it’s helpful to look back at the history of Interactive Voice Response (IVR) systems. As a result, the same IVR reporting problem exists today with CAI.

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SmartAction

FEBRUARY 27, 2023

When it comes to customer service, businesses have a variety of tools at their disposal to make the process as smooth and efficient as possible. Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). Let’s break down the difference between IVR and IVA. Available 24/7.

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NICE inContact

JUNE 20, 2019

But even if you’re already evaluating your chat and email interactions, you may need to expand your QM program to address an even bigger gap in the customer experience — your online assistants/chatbots and IVR. 3) Determine frequency of evaluation. 4) Create a feedback mechanism.

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Blueship Call Center

APRIL 8, 2025

AI-Powered Chatbots Automates responses to common customer inquiries, reducing wait times and enhancing self-service options. Interactive Voice Response (IVR) Allows customers to navigate through automated menus to find information quickly. The post What is Cloud Contact Center Services?

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Aspect

MAY 7, 2018

If you have been following Aspect for a while, it is no secret to you that we believe in customer self-service as an important pillar of any customer experience (CX) strategy today. Accordingly, self-service capabilities are also a cornerstone of Aspect Via. Secure IVR. Context Continuity from Web to Voice.

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Hodusoft

JANUARY 17, 2025

At HoduSoft, we have helped many microfinance companies in reducing their average waiting time and taking their customer service operations to an altogether whole new level! If you are an owner of a microfinance organization, this blog post is just for you. By leveraging IVR, MFIs can reduce call volume.

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Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series). Blog #1 of 4: The Customer Experience. The reality is that “customer experience” is more than a single engagement or interaction with your organization. Customer Perception = Their Reality. What is it? Why should they care, if you don’t? Source: PWC/Bains and Co. Source: PWC/Bains and Co.

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SmartAction

OCTOBER 25, 2023

Speed, simplicity, and the ability to express their needs fluently without the hassles of navigating chatbots or sifting through help articles. This is where the transformative potential of conversational AI in the voice channel shines. They opted for other channels or, worse, turned to competitors offering more user-friendly service.

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Aspect

JUNE 20, 2018

The evolution of customer self-service. Recent advancements in artificial intelligence (AI) and cloud technology are now being adopted by businesses and service-based organisations to create an automated consumer experience that is driving the evolution of customer self-service.

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AWS Machine Learning

JULY 29, 2022

In traditional contact centers, one solution for long hold times is enabling self-service options for customers using an Interactive Voice Response system (IVR). Traditional IVRs, however, typically follow a pre-determined sequence, without the ability to respond intelligently to customer requests.

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Creative Virtual

APRIL 21, 2022

Here are a few questions to ask about your customer service to help make it more pleasant than cleaning a toilet: Do you make it easy for customers to reach your contact center? Self-service options like chatbots and virtual agents are increasingly preferred by customers, but they can’t – and shouldn’t!

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Zappix

MARCH 19, 2025

Customers would dial in, navigate an IVR system, and wait on hold for an available agent. People demand fast, seamless, and convenient interactions across multiple touchpoints, including phone, email, chat, SMS, social media, and self-service portals. Unify Data Across Channels Implement a single customer view.

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Hodusoft

MARCH 26, 2025

In this blog post, we have discussed some major issues e-commerce companies face in customer service and how leveraging sophisticated contact center software such as HoduCC omnichannel contact center software and CX suite can help them resolve the challenges. For an e-commerce professional, this blog post can be immensely valuable.

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Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. Watch for our next blog in this series, coming October 21st: Constant Learning Improves AI Recommendations. Understanding Why Transforms the Customer Experience. It’s doable.

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Calltools

SEPTEMBER 6, 2023

Utilizing self-service options can help save your agents’ time and provide a better experience for your customers. 5 Types of Self-Service Options Self-service options allow customers to find answers to their questions or concerns without having to speak with a live agent.

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Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. Chatbots for Customers (31.0% Chatbots simplify and optimize issue resolution.

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Hodusoft

APRIL 2, 2025

If you are in the telecom sector, this blog post is just for you! They must leverage sophisticated automated tools to not only deliver lightning fast service but also a wide array of self-service options. Telecom companies and their contact centers must strive hard to keep up with the rising customer expectations.

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ProProfs Blog

OCTOBER 13, 2020

We’ll help you learn everything about FCR in this blog post. 77% of customers end up using a self-service support portal to get a solution to their problem faster.”. However, 12% of them fail to find the solution they need through these service portals. Read: Live Chat vs Chatbots. Don’t worry, we’ve got your back.

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Banking Interactive Voice Response Chatbots Metrics 148

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. As we saw in yesterday’s webinar, both enhancing the Customer Experience (CX) and understanding the Voice of the Customer (VoC) are inextricably linked… for the better. Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. .

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JustCall

APRIL 3, 2023

A standard IVR is frustrating for about 46% of the callers , who say that the unending, pre-recorded IVRs are a terrible experience. Thankfully, with conversational AI-based IVRs, you can turn this metric around for your customers. There is more to conversational AI IVR than just that – which is what this blog is about.

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Aspect

JULY 12, 2017

As companies are exploring the use of customer service chatbots, one of the first candidates of content that come to mind to “botify” is the existing FAQs often represented on corresponding sections on a website. In reality though, it takes a bit more to build a chatbot that really does a good job of serving customers.

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Aspect

MARCH 12, 2018

Given the growing customer preference for solving problems on their own, you’d expect consumers to like interactive voice response, or IVR — the first generation of self-service technology. Because IVRs suck, well at least the way they’re implemented sucks. They don’t.

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Interactive Voice Response Self service Chatbots Customer retention 48

Aspect

NOVEMBER 26, 2018

Technology is becoming ever more prevalent in our daily shopping experiences, from in-store computer screens, to chatbots in the online channel. The same can be said for online shoppers, with 47 per cent of respondents wanting the option to speak to a human agent when engaging with an online chatbot.

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SmartAction

NOVEMBER 22, 2023

We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience. The AI-powered voice assistants of today offer a seamless experience, reaching a virtual assistant, in seconds, that can answer customer intentions with just a few words.

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VocalCom

APRIL 29, 2019

When designing great customer experiences, every brand should think about its self-service. Here are five rules for creating self-service options that truly benefit your customers. Make your IVR options relevant. Make your IVR options relevant. Train your chatbots regularly. Keep agents on standby.

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Aspect

JUNE 1, 2018

Missteps that could have been avoided with a conversational chatbot with the option to transfer directly to a live agent. Had this been a chatbot, transferring to a live agent could have provided clarity with a human touch. I mean, they designed a chatbot that can suggest the right wine when you send it a ch icken emoji.

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Aspect

JANUARY 14, 2019

The good news is, this whole situation could have been avoided by allowing patients to engage with their providers via a fully automated, interactive SMS channel which is a step ahead of the automated call, that clearly malfunctioned anyway. The post When Self-Service Falls Short appeared first on Aspect Blogs.

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Aspect

OCTOBER 3, 2018

If you find yourself in this group, take a quick look at these must-haves a consumer engagement platform should include: All-In-One Platform with native Interaction Management, Self-Service and Workforce Optimization capabilities. Modern Self-Service. Comprehensive Workforce Optimization.

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SmartAction

APRIL 15, 2019

Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. This is the first of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. as part of its ongoing transformation to AI automation.

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Fonolo

SEPTEMBER 4, 2018

We addressed this on the blog: No, Google’s Duplex is Not Going to Replace Call Centers. More on that here: Nobody Knows if Voice Is Growing or Shrinking. Self-Service Substitution. How do we reconcile this with all the progress we see in NLP, AI and voice recognition? More here: What’s the Ceiling on Self-Service?

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Avaya

MARCH 28, 2017

I recently attended Jeff Pulver’s 2017 MoNage conference to get the latest views on chatbot usage and expectations for serving customers. Jeff Pulver created the Voice over the Net Conference when voice over the internet was in its infancy. Chatbots enable a customer to answer questions via text. He probably is right.

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