AWS Machine Learning
FEBRUARY 6, 2023
Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. These virtual agents can automate routine tasks as well as seamlessly elevate complex interactions to a live agent.
Interactions
JUNE 10, 2022
Customers are busy and self-service provides a fast and efficient way for them to get things done. Efficiency and convenience are top themes in the self-service equation. Here’s what we found: What consumers want in a conversational self-service system. We asked 1,100 U.S.
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3CLogic
APRIL 20, 2021
It’s no surprise then that leading companies are adopting voice self-service solutions in addition to their IVR solutions to not only manage call volume but provide a higher quality of customer service and improve call agent performance. Overview of Interactive Voice Response (IVR) and Voice Self-Service.
Uniphore
AUGUST 12, 2021
Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort. Offering variety can help create more successful outcomes for customers with a lower AHT for agents — a win on both sides of the phone line. Multimodal Virtual Agent Implementation and Best Practices.
DMG Consulting
OCTOBER 6, 2023
Applications for Contact Centers/Customer Service Generative AI has caught the attention and imaginations of vendors and enterprises, driving investments in a large and growing variety of applications for contact centers (sales, marketing, service, collections, technical support, etc.) and customer service organizations.
Noble Systems
APRIL 3, 2020
Today, IVRs are revolutionizing the customer journey with clear messages that reflect the organization’s brand, providing an effective self-service tool. Ongoing IVR testing of the call-flow manager is important to ensure that you continue to enhance the customer journey, rather than annoy customers with an ineffective IVR.
3CLogic
MAY 26, 2022
Effective customer experience management empowers your virtual agents to support each customer as an individual. Here are three transformative solutions we recommend: Voice-Enabled Self-Service & AI — As a contact center manager, you can design call flows that significantly speed up resolution time.
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