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From Knowledge Base to Virtual Agents: The Shift to AI-powered Self Service


Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. Drivers for customer self-service. Organizations generally implement self-service tools within their customer support processes as a response to a business challenge. The rise of Artificial Intelligence in customer self-service.

Buzzwords, De-buzzed: 7 Other Ways to (Not) Say Chatbot


Chatbots have earned a number of pseudonyms over the last few years. I mean, you wouldn’t call your customer service agent by a different name other than the one they gave you, right? Brand Agent. Virtual Agent. Virtual Assistant.

SUPER AGENT – Helping Chatbots Work Smarter


Customer Service centers have placed high hopes on chatbots, investing large sums in the technology’s automated ability to help customers help themselves. Take a peek into the latest issue of Super-Agent: The contact center is at its wits end.

Applications that Improve the Customer Journey


Applications that Improve the Customer Journey. Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). Voice biometrics is another high-tech solution that is going mainstream; a leading bank’s recent ad campaign publicizes that they know customers “by the sound of their voice.”

The 3 Contact Center Applications That Pay for Themselves


Almost every year, contact center leaders are asked to reduce operating costs and improve productivity while enhancing the customer experience. Executives care about the customer journey, but they are incented and compensated to keep costs down and profits high. They should prioritize delivering an outstanding customer journey at least as much as they do cost reduction, but that is a topic for a different column.) Intelligent Virtual Agents (IVAs).

#CXDay: Serving Your Customers a Custom Support Experience

Creative Virtual

Today is the annual global celebration of the professionals and companies that make great customer experiences happen. In a world of growing expectations for on-demand service and highly connected, always-on customers, creating and delivering a great customer experience (CX) is no easy task. When companies don’t offer a way for customers to do that on their website or mobile app, those customers will end up looking, and possibly failing, on non-company channels.

Are We Chatting or are We Serving? – The balance of chat and getting the solution quickly

Creative Virtual

People use Twitter and Forums often to advise others of a poor customer service or a really good one, but email or help areas with FAQs and chat services are where most of us go to find out how we can be served more in-depth with our specific issue. In the pre-internet days, people either picked up the stationary telephone or had to go into a shop or bank during office hours to clarify any concerns or support issues. Happy Customer Experience (CX) Day!

AI in Customer Service – How to Deliver Real Value Now


The customer service industry, in particular, pinned high hopes on AI, expecting that upon its introduction to the market, smart machines would truly transform the customer experience. In 2017, all eyes were on chatbots and virtual agents – the assumption being that they would take over a significant part of the customer interaction and deliver real value in communicating with customers. Virtual Agents.

Use AI to enhance the customer experience journey.

Call Experts

Customer success analytics tools are essential for growing businesses. As technology advances and improves, experienced business experts are discovering that AI is the best tool for transforming the Digital Customer Experience. 45% enhancements in customer ratings.

100+ Customer Service Statistics & Facts of 2019

ProProfs Blog

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. Latest Customer Experience Trends.

5 Customer Service Tech Trends to Explore at MWC 2018


Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. customer exhibitors at MWC 2018: Verto Analytics. Virtual Customer Assistants.

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

NICE inContact

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. Unify to Deliver Immersive Customer Experiences. Prepare For The Future of Customer Experience.

Conversational AI in the Contact Centre

Creative Virtual

Contact centres require a great deal of investment for organisations – from recruiting and training staff to putting the right tools in place for agents – and yet still often deliver a poor customer experience. Plagued by long wait times, agents dealing with inadequate or incomplete access to information and a disconnect from digital channels, contact centres are struggling to meet customer service expectations. Blog AI chatbot contact centre IVR live chat

5 Customer Service Tech Trends to Explore at MWC 2018


Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. view of customers by accumulating data from the various touch points that a customer may use to contact a company. Whether via social media, websites, or online communities, companies can gather a massive amount of digital data on their customers.

Three Cheers for Customer Service Week

Creative Virtual

Happy Customer Service Week! Every year during the first full week of October we celebrate the importance of customer service and the people who serve and support customers around the globe. The customer service landscape is more challenging than ever with a growing number of customer contact channels and increasing expectations for always-available support. Virtual Moron-Idiot!”: By Mandy Reed, Global Head of Marketing.

Creating Intimacy with APAC Customers Through Artificial Intelligence

Creative Virtual

It’s more important than ever for organisations in Asia Pacific to connect with digital customers and create a convenient, efficient and seamless customer experience. When implemented properly, chatbots are a powerful tool to bring together the contact centre with self-service channels and navigate language and culture barriers to create conversational engagement with customers. By Chris Ezekiel, Founder & CEO.

Self-Service Strategies for Elevating CX at Your Contact Centre

NICE inContact

According to research by Microsoft, 90% of consumers now expect a brand or organisation to offer a self-service portal for customer support. Self-service isn’t just about giving customers what they want; it is also about substantial cost savings. Self-service not only has benefits for consumers and businesses, but for advisors and agents as well. ICMI Research indicates that, with the right self-service strategy, agent satisfaction actually can increase.

How Atlassian Used Automation to Build a $4 Billion Company with More Than 100,000 Customers


In a single quarter in 2017, the company added more than 4,000 new customers. Most software companies would be lucky to add that many new customer in an entire year. With more than 100,000 total customers, their team is lean–just 2,300 in total. Automating customer service.

Contact Center Technologies 2017: find out what 23 experts say


With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Donna Peeples , Customer Experience Strategist.

2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year?


Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. A Friction-less Experience Will Be Mandatory. Customers aren’t the only ones who experience pain points.