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Guest Blog: The Rise of Chatbots in Customer Experience

ShepHyken

This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. Chatbots are more than just automated FAQ answer generators. That’s the kind of service that today’s chatbot can offer.

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Cloud Contact Center: What Is It & How Does It Work?

TeleDirect

At TeleDirect, we deliver cloud-based contact center solutions to companies and industries across America. Read our guide to cloud-based customer service to learn more about it. Cloud Contact Center: What Is It & How Does It Work? What Is a Cloud Contact Center? Your brand can provide this, too.

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CCaaS Trends: The Evolution of Cloud Contact Centres

Lumoa

The denouement of Gartner’s latest Hype Cycle for AI shows how AI-powered contact center technologies such as natural language processing (NLP), chatbots, and machine learning (ML) have recently begun to lose their magnetism, ending up in the Trough of Disillusionment.

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Journey to the cloud - contact center communications

Spearline

However, some studies do show a gentle decline, with younger consumers specifically opting for alternative channels. Contact center tech will leverage AI for more “human-like” chatbot interactions and self-service interfaces, for predictive modelling, and more.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.

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Chatbot Evaluation Metrics and KPIs

NobelBiz

The chatbot is not a new technology but it remains revolutionary in its use. However, when it comes to contact centers, the strategy involves planning, analysis, and above all numbers. Here’s everything you need to know about chatbot evaluation metrics and performance indicators. Which Chatbot KPI Do You need to Follow?

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Chatbots: What Role Should They Play in Customer Service?

VocalCom

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. Assign chatbots concrete tasks.