TechSee

MARCH 19, 2018

Natural Language Processing (NLP) algorithms have enabled AI-powered tools to grasp context, power smart classification, routing of customer inquiries, and create conversational chatbots. Computer vision also enables gradual automation towards full self service with device recognition and augmentation.

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. Simply put, listening is the foundation for understanding, which should lead to action.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

Serenova

NOVEMBER 26, 2019

Fact: Most Companies Struggle with Omnichannel Customer Service. Businesses have an increasing selection of new applications to implement—from mobile apps to chatbots to self-service powered by artificial intelligence (AI). They’re still learning how to staff for chat, texts, Facebook and Twitter interactions.

Customer Service 69

Customer Service Chatbots Contact Center Surveys 69

Eptica

FEBRUARY 28, 2018

While this is fine for routine tasks (such as finding information through self-service systems for example), pushing more complex tasks onto consumers makes them question exactly what value your brand is providing to them. Clearly, this doesn’t mean that automation and technology have no place in customer service.

Customer Service 62

Customer Service Banking Self service Best practices 62

CSM Magazine

JANUARY 12, 2021

Select the right data – AI tools such as bots, chatbots and digital assistants are only as good as the data used to train them. Options include working with their chosen AI vendor in terms of enterprise offerings, self-service or as a managed service. Next, focus on collecting representative data samples.

Enterprise 52

Enterprise Automotive Average Handle Time Transportation 52

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. A good customer service knowledge base: Meets Customer Expectations for Self-Service. Your customers, who routinely use search engines to find the answers to questions, expect you to provide similar experiences for your products or services. How-to instructions.

Customer Service 62

Customer Service Self service Engineering Customer Support 62

Transparent BPO

DECEMBER 3, 2019

TBPO: What does the future look like regarding AI, voice assistants, and other forms of self-service technology? Will it replace the need for human agents or merely change the dynamic as it relates to service delivery? For every poor example of implementation, there have been four or five great examples.

outsourcing 62

outsourcing Customer Experience Contact Center Enterprise 62

Fonolo

FEBRUARY 7, 2013

Here’s an example of hold time frustration being shared on Twitter: How long are your customers waiting in the queue before their questions are addressed? One AT&T customer actually waited for over an hour – a perfect example of appalling phone support. Poor self-service options or alternative support channels.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

Comm100

FEBRUARY 7, 2018

For example, with UserVoice.). Will the vendor provide instant support for urgent issues, for example by phone or live chat instead of email or ticketing? Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content?

CRM 41

CRM Multichannel Marketing Accountability 41