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
However, understanding the differences between these technologies is crucial for any organization striving to optimize operations in its contact center. Automation in contact centers refers to the use of technology to perform repetitive tasks without human intervention. Let’s take modern chatbots for example.
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CCNG
DECEMBER 14, 2023
Gartner says by 2027 chatbots like Chatgpt will answer 25% of all contacts. Never once in over 20 years has any customer asked me for any new technology, or anything new. 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.
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?
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. History though teaches us that technological advancements often pave the way for new job horizons.
CCNG
DECEMBER 20, 2023
Thanks to technological improvements and broader adoption, AI is beyond the "hype storm" and has demonstrated significant value across industries. Studies have shown that the average consumer would rather interact with a live agent than a chatbot. AI is a judgment-based technology designed to think and do as a human would.
CCNG
DECEMBER 6, 2020
We all know that contact centers require a thoughtful balance of People, Process and Technology. The technology in a contact center, ideally, should support and enhance the other two components (People and Process). When it comes to technology, vendors are always pushing the next big thing.
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