ShepHyken

JUNE 15, 2018

If you’ve not been living in a cave, you’ve probably heard by now numerous projections about how chatbots are destined to take over customer support. In a recent press release, Gartner estimated that “ 25% of customer service and support operations will integrate virtual customer assistant or chatbot technology across engagement channels by 2020, up from less than two percent in 2017 ”. Chatbots and customer support are two disparate domains.

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Chatbots Customer Support Healthcare Scripts 192

ShepHyken

AUGUST 25, 2017

This week we feature an article by Reuben Yonatan who writes about how using chatbots for customer service properly can be a powerful customer service tool. Chatbots can be great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. – Shep Hyken. It’s a Challenge That Chatbots Aim to Take On. A chatbot is an important tech tool available to most businesses. 3: Ensure your chatbot aligns with your brand.

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Chatbots Customer Service voip Customer Care 378

Call Center Coach

OCTOBER 16, 2017

There’s five common reasons as to why your chatbots fail to live up to promises. If your chatbots are not living up to promises, don’t give up. Chatbot is the most complex area of Artificial Intelligence (AI). Poor chatbot solution. Wrong Chatbot Generation.

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Chatbots Construction Engineering Coaching 156

Call Center Coach

SEPTEMBER 11, 2017

When you’re thinking about making the decision to implement chatbots in your contact center, how should you start? Are contact centers making the right chatbot decisions? Avoid Temporary Chatbot Decisions. Decide Your Need for Chatbots. Are you ready for AI chatbots?

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Chatbots Contact Center Coaching contact center solutions 260

Revation Systems

JUNE 18, 2018

Advancements such as artificial intelligence (AI) and chatbots, specifically, have had significant effects in this area across all industries. Chatbots also benefit more than just consumers. Speed and availability are often perceived as the two most valuable reasons for using chatbots.

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Chatbots Customer Experience Technology Surveys 52

Call Center Coach

SEPTEMBER 14, 2017

To survive, you must learn about chatbot best practices in contact centers NOW. “You must learn about chatbot best practices in contact centers NOW.” Learn Chatbot Best Practices in Contact Centers Click to Tweet. Different Perspectives on Chatbots .

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Best practices Chatbots Contact Center Technology 140

Call Center Coach

JUNE 20, 2017

If you read the media hype about chatbots, you might get worried thinking that Artificial Intelligence will cause widespread contact center extinction. You need to focus on making your chatbot contact center smart. Is your chatbot contact center smart?

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Chatbots Contact Center Scripts Engineering 149

Aspect

JULY 9, 2018

New technologies have emerged due to customer demand and digital disruption such as chatbots and artificial intelligence (AI). The good news is businesses are realizing the benefits of virtual concierges/assistance, chatbots; and chatbots are no longer exclusive to Fortune 500 companies.

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Chatbots Healthcare Banking Technology 52

Fonolo

JANUARY 17, 2018

Chatbots have earned a number of pseudonyms over the last few years. It’s important to understand that not everything that comes under the umbrella of artificial intelligence is considered a “chatbot”. However, chatbots do play an important part in the evolution of the IVR.

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Chatbots Interactive Voice Response Virtual Agent Education 121

Aspect

MARCH 6, 2018

Providing a self-service option, like a chatbot is an even better option! As chatbots become more and more prevalent, they are impacting online experiences in a real and measurable way. Read the report to better understand: The rise of chatbots. Blockers to using chatbots.

Chatbots 52

Chatbots Technology Customer Service Self service 52

VocalCom

JUNE 25, 2018

The idea of chatbots assisting or possibly replacing human agents was exciting, but was it feasible? While this technology continues to evolve, many industries—from banking to travel to retail—are indeed offering faster, richer experiences due to chatbot implementation. And customers are actively using AI support: According to Business Insider, 67% of consumers worldwide used chatbots for customer service in the past year. Simple chatbots enable self-service.

Chatbots 40

Chatbots Banking Analytics Travel 40

Aspect

FEBRUARY 9, 2018

Chatbots (A.K.A. Perhaps a chatbot instead of a robot is a better place to start. See Chatbots in action across a variety of verticals here. The post Chatbots > Robots? Customer Experience English/US ITR/ChatbotsI recently read a news story about Fabio.

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Chatbots Self service Personalization Customer Service 56

Aspect

SEPTEMBER 26, 2017

Chatbot technology has already made an everlasting digital footprint when it comes to customer engagement. Chatbots are part of digital disruption across all industries, from helping patients manage their health to offering financial tips and anywhere in-between.

B2C 81

B2C Chatbots Healthcare Banking 81

Fonolo

NOVEMBER 7, 2017

Many people see chatbots as a natural replacement for the core functions of the IVR. Second, most of the aspects of IVRs that make them hated are likely to translate directly to chatbot form. Chatbots to the Rescue? Do not try to pretend your chatbot is human.

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Chatbots Abandon rate Surveys Personalization 113

VocalCom

FEBRUARY 27, 2018

Many brands believe that chatbots are key to modernizing customer service. It’s still an early stage for chatbots within the domain of customer experience, and companies need to use them prudently. According to Forrester, most chatbot failures occur because they attempt to handle too many tasks. For this reason, every brand needs to look at its customer journey and decide where customers are most likely to benefit from chatbot assistance.

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Chatbots Airlines Banking Customer Service 63

Aspect

OCTOBER 27, 2017

Earlier this year, Florence was nothing more than a hobbyist’s development project, and the chatbot was used as a simple symptom checker. This example is just one of many in which chatbots are coming to the rescue in the healthcare industry, and the timing couldn’t be better.

Chatbots 73

Chatbots Healthcare Personalization Management 73

Aspect

AUGUST 3, 2017

Chatbots. According to a recent Business Insider report, 80 percent of businesses want to have chatbots deployed by 2020. Fortunately, chatbots are capable of resolving a wide variety of service inquiries, reducing volume for your agents.

Chatbots 83

Chatbots Contact Center Sales Technology 83

Fonolo

OCTOBER 5, 2017

As businesses automate their sales and support teams, chatbots and other AI programs are becoming increasingly popular. So, if you’ve been living under a ROCK and need a refresher, please allow me to explain chatbots in layman’s terms. Chatbots for Contact Centers.

Chatbots 68

Chatbots Benchmark Feedback Sales 68

Ian Jacobs

JUNE 29, 2017

Over the past year, Forrester clients have been brimming with questions about chatbots and their role in customer service. application development & delivery chatbots customer relationship management (CRM

Chatbots 79

Chatbots Enterprise Marketing Self service 79

Jon Arnold

JUNE 20, 2018

In particular, I’ve been focusing on the emergence of Artificial Intelligence and the role chatbots can play in driving a better customer experience. I've just completed a series of writeups for Upstream Works on the growing role AI is playing in the contact center.

Chatbots 52

Chatbots Technology Customer Experience Contact Center 52

Revation Systems

FEBRUARY 20, 2018

Interested in learning more about how fintech and chatbots are enhancing the customer experience at banks and credit unions today? The post Bank Innovation 2018: Chatbots, Fintech & Customers — Oh My appeared first on Revation Systems.

Banking 52

Banking Chatbots Engineering Technology 52

Nexmo

MAY 1, 2018

The post Vonage Chatbot for Workplace by Facebook Boosts Productivity with Voice appeared first on Nexmo. Business Cloud Communications SMS Voice chatbotsOne way to measure productivity is how fast good ideas travel to the people within an organization who can act upon them.

Chatbots 60

Chatbots Travel 60

Ian Jacobs

JUNE 29, 2017

Over the past year, Forrester clients have been brimming with questions about chatbots and their role in customer service. The delta between those simple-to-build, but anemic in functionality, chatbots and conversational self-service tools designed for real enterprise environments is great.

Chatbots 70

Chatbots Enterprise Marketing Customer Service 70

Blueworx

OCTOBER 13, 2017

The potential for chatbots to make a large mark in the contact center world is growing – automation being the largest driver. The post Charactertistics of Chatbots in Contact Centers appeared first on Blueworx

Chatbots 52

Chatbots Contact Center 52

Aspect

JUNE 18, 2018

We’re thrilled to announce that earlier this week, customer Lidl UK won the esteemed prize of Best Consumer Chatbot at the CogX 2018 Awards. The post Customer Lidl UK wins Best Consumer Chatbot at the 2018 CogX awards!

Chatbots 56

Chatbots Consulting Consulting Customer Service 56

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. So WHY does an FAQ not translate 1:1 into a customer service chatbot? Context awareness is critical for a customer service chatbot.

Chatbots 83

Chatbots CRM Customer Service Enterprise 83

Fonolo

JULY 5, 2018

A Million People are Using Bank of America’s Chatbot” says the headline in American Banker. From mail-order catalogs to touch-tone IVR to chatbots. Chatbots are the new star on the horizon. With chatbots, we’re definitely seeing growth-by-substitution.

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Chatbots Banking Metrics Contact Center 56

Bright Pattern

AUGUST 18, 2017

for their outstanding placement as a Top Provider of Chatbots for Enterprise Customer Service in a recent report by Forrester Research Bright Pattern congratulates Reply.ai

Enterprise 80

Enterprise Chatbots Customer Service 80

Aspect

NOVEMBER 21, 2017

And that’s why your first pick should be a chatbot. Many businesses today deploy chatbots that can act as personal shopping guides for your e-shopping experience. You’ll be able to use chatbots to find the best Black Friday deals, too. But not if you bring a chatbot along.

Chatbots 71

Chatbots Sales Contact Center Personalization 71

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.

Self service 65

Self service Chatbots Interactive Voice Response Engineering 65

Aspect

DECEMBER 8, 2017

If you thought chatbots were just for shopping advice, think again. The app uses a chatbot to guide individuals with parking tickets through a series of questions to help them determine whether or not they can appeal their cases. English/US Self-Service AI chatbot DoNotPay self-servic

Chatbots 56

Chatbots Technology Self service 56

Aspect

APRIL 20, 2018

For a company that is trying to decide whether to use chatbots to serve customers, those questions matter. The Machine Learning Chatbot Approach. For this approach, developers train the chatbot by showing it a number of different sample sentences (“What’s my balance?”

Chatbots 56

Chatbots Engineering Scripts Construction 56

ShepHyken

MAY 1, 2018

Chatbots are best used for simple requests and less effective for personal service. Combining a chatbot with a Conversational Form is an effective way to use the chatbot to collect data or conduct a survey. It may feel like a chatbot but is really collecting data along the way.

Chatbots 340

Chatbots Customer Care Surveys Customer Support 340

Jon Arnold

MAY 30, 2018

I've been working on a series of writeups for Upstream Works on the growing role AI is playing in the contact center. The second Strategic Insight in this series can now be downloaded from their website, and I've written a blog post that serves as a preview for my analysis.

Chatbots 52

Chatbots Technology Contact Center 52

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. The post Chatbots: Creating a Better Experience?

Chatbots 70

Chatbots Self service Technology Customer Service 70

ShepHyken

APRIL 9, 2018

How Chatbots Can Improve User Experience [Infographic] by Sophia Bernazzani. My Comment: Chatbots are getting really good. Used the right way, chatbots and AI improve the customer experience. Even smaller companies can use chatbots to improve their customer experience.

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Customer Service Chatbots Feedback Customer Care 296

CafeX

AUGUST 11, 2017

Would you complete a purchase through a chatbot? Do you feel like chatbots deliver satisfactory customer service? Is this the true omnichannel customer experience

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Chatbots Customer Service Customer Experience 43

CafeX

JANUARY 29, 2018

Chatbots *are* AI and now *is* the time to integrate bots. Is your organization wondering how or when to add articial intelligence (AI) to customer engagement? Here's how to do it, without fear

Chatbots 43

Chatbots 43

Aspect

AUGUST 7, 2017

If you’re in customer service and support, you’ve no doubt been told that chatbots and the A.I. Several analysts predict near total replacement of live agents with chatbots. Gartner for example, predicts the use of virtual customer assistants (chatbots) will jump by 1,000% by 2020.

Chatbots 52

Chatbots Surveys Banking Self service 52

Aspect

AUGUST 7, 2017

If you’re in customer service and support, you’ve no doubt been told that chatbots and the A.I. Several analysts predict near total replacement of live agents with chatbots. Gartner for example, predicts the use of virtual customer assistants (chatbots) will jump by 1,000% by 2020.

Chatbots 52

Chatbots Surveys Banking Self service 52