CCNG
MAY 20, 2021
As consumers today, we greatly appreciate when we have a great chatbot or voicebot experience. With so many poorly built chatbots – that don’t understand us, or don’t give us the information we are looking for and cause frustration – many customers are surprised when a chatbot resolves their inquiry quickly and efficiently.
CCNG
APRIL 12, 2024
Call routing, interactive voice response and voice-based chatbots are a few examples of that technology. Let’s take modern chatbots for example. Thanks to our member InflowCX for sharing these insights and assisting CCNG members over the years with tech insights and experience. Automation for a long time required programming.
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CCNG
DECEMBER 14, 2023
Gartner says by 2027 chatbots like Chatgpt will answer 25% of all contacts. Amas Tenumah is a long time CCNG member and regular contributor with content sharing and engaging with fellow members. This prediction will likely be wrong. Customers will always want to talk to humans. Customer service is about avoiding mistakes.
CCNG
MAY 17, 2023
ChatGPT is Chatbot. It is a super powered chatbot that can do many things earlier generation chatbots couldn’t do. Like all chatbots, it has been programmed to deliver an answer to a question. However, unlike previous chatbots, it does not rely on specific programming to deliver each answer. What is ChatGPT?
Speaker: Cognigy and CCT
Adding chatbots and voice bots are great first steps contact centers are taking to automate customer service. But what about other digital channels? Customers of 2022 are more likely to expect brands to communicate with them on their channel of choice.
CCNG
OCTOBER 4, 2023
I do not discount that a world where AI-driven chatbots handle routine inquiries and human agents tackle complex customer issues will result in some downsizing of that frontline workforce. A long time CCNG friend and advocate, Simon Kriss is the Chief Innovation Officer for the CX Innovation Institute located in Melbourne Victoria Australia.
CCNG
OCTOBER 11, 2023
You try to resolve the issue yourself and spend 10 minutes on the company's website; you even try the automated chatbot, the dreaded last resort. Michelle Martinez is a CCNG Academy member, experienced leader with a strategic and logical approach, emphasizing servant-led leadership and fostering collaboration.
Speaker: Noel Roberts, CTO and VP of Marketing, Aria Solutions
Join CCNG member Noel Roberts of Aria as he discusses how to leverage chatbots to deliver excellent customer service that improves the customer experience and drives ROI. We’ll look at some of the challenges facing organizations, including common pitfalls, and will recommend ways to avoid them.
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