CCNG
SEPTEMBER 29, 2022
Self-service options are rising in popularity because nobody wants to wait on hold, wade through phone trees or repeat information. An automation-first customer service via conversational artificial intelligence is proving to be the right option for many enterprises. Invest In Artificial Intelligence Time is of the essence.
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. Where AI can help your self-service option is by learning from customer inquiries as you go. Automation for a long time required programming. This is an example of static data.
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CCNG
JANUARY 31, 2024
Customers want better self-serve options to give them the right answer quickly in a multitude of different ways: chatbots, internal customer portals, external websites, and company apps. It’s not about a basic set of FAQs that customers can access through self-service. It can be overwhelming.
CCNG
SEPTEMBER 27, 2023
The drive toward self-service is a reality and with good reason, as customers want self-service. But after exhausting the FAQ on the website and the chatbot that only answers the easiest questions, the customer will try other channels, like email and chat. It’s here to stay, and it will get better over time.
CCNG
JULY 22, 2021
AI-assisted bots are reshaping customer digital engagements - and chatbots are leading the way. Interact - Chatbots and virtual assistants should be able to deflect inbound customer interactions and automate processes and repetitive tasks. But customers today expect more than just a new interactive FAQ.
CCNG
MARCH 6, 2024
Generative AI improves customer interactions by powering conversational agents, chatbots, and AI-assisted tools, and anticipating customer needs. How does AI transform self-service in contact centers? Customers have a reasonable expectation of self-service and what they can accomplish without needing an agent to assist.
Altivon
MARCH 20, 2018
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. Chatbots seem synonymous with artificial intelligence and are certainly sparking the imagination.
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