Fonolo

NOVEMBER 16, 2023

A well-designed chatbot can be a powerful addition to your call center toolkit. This is good news because we know for certain that customers want self-service options. Zendesk reports that 67% will choose self-service over a live agent for simple problems. Should Your Chatbot do More?

Interactive Voice Response 75

Interactive Voice Response Chatbots Self service Contact Center 75

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.

Omni-channel support 195

Omni-channel support Contact Center Technology voip 195

TeamSupport

OCTOBER 12, 2022

Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers?

Self service 98

Self service Chatbots Engineering Customer Support 98

Outsource Consultants

JULY 25, 2023

A variety of AI technologies are being integrated into the call center industry, from Interactive Voice Response systems to chatbots and AI-assisted agents. Chatbots and Better Responses Chatbots, also considered AI, utilize Natural Language Processing to provide automated responses to text messages by customers through a web portal.

Call Center 128

Call Center Interactive Voice Response Technology Chatbots 128

Help Scout

JUNE 8, 2021

Artificial intelligence (AI) shows incredible promise in 2021, but the experience of interacting with an AI chatbot is more like talking to a distracted toddler than it is to Tony Stark’s Jarvis. Still, using AI chatbots for customer service makes plenty of sense. A chatbot could do that before your team even gets notified.

Chatbots 144

Chatbots Self service Technology Customer Service 144

Babelforce

JULY 15, 2021

Self-service support seems too good to be true. Most of the time you can set up knowledge bases and chatbots in a matter of days or weeks. And, with the right tools, it’s easy to offer phone-based self-service support too. And, with the right tools, it’s easy to offer phone-based self-service support too.

Self service 98

Self service Contact Center Chatbots Interactive Voice Response 98

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

ShepHyken

NOVEMBER 27, 2023

Top Takeaways: Businesses use advanced technology like search and generative AI to create better customer experiences. When customers visit a company’s website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get the answers they need.

Customer Experience 246

Customer Experience Self service Chatbots Engineering 246

CCNG

MARCH 6, 2024

When we read the line “Some companies are already making the most of blockchain technologies for more robust security and efficiency within financial transactions and data handling, but digital transformation is vital for brands to unlock all they can deliver for their customers.” How does AI transform self-service in contact centers?

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195

TechSee

MARCH 19, 2019

Modern contact centers are made up of a complex combination of humans and virtual assistants – using both natural and artificial intelligence – operating over multiple channels and using a wide range of tools to solve customers’ issues. Customer care center metrics in the era of self-service clearly require a different approach.

Self service 146

Self service Metrics Contact Center Virtual Agent 146

TeamSupport

MAY 31, 2023

Chatbots are fast becoming part of the digital core of tech tools that companies utilize as a secret weapon to increase their competitive advantage in the customer service arena. What Are Chatbots Chatbots are a chat software tool that mimic human conversation to efficiently perform routine tasks.

Chatbots 98

Chatbots Customer Service Healthcare Banking 98

Inbenta

NOVEMBER 3, 2022

There’s no denying it: the healthcare industry is experiencing rapid changes and advancements in technology every year. In recent years, virtual assistants and AI-powered conversational chatbots have taken the center stage, popping up in hospitals, labs, pharmacies, and even nursing homes. What is a Healthcare Chatbot?

Healthcare 96

Healthcare Chatbots Morale Transportation 96

Creative Virtual

MARCH 14, 2022

If you give visitors to your website the option to self-serve with a chatbot or virtual agent, kudos to you for recognising the importance of easily accessible digital support! Both current and potential customers appreciate being able to engage with automated self-service anytime, anywhere.

Self service 59

Self service Virtual Agent Chatbots Technology 59

TechSee

MAY 19, 2021

As 2021 gets underway, new technologies to improve customer service are emerging, that help businesses boost their service levels while still keeping a firm eye on their bottom line to ensure business continuity in a challenging economic environment. . New Technologies to Improve Customer Service.

Technology 159

Technology Customer Service Technical Support Analytics 159

TechSee

FEBRUARY 2, 2022

And as with most things, all roads lead to technology. . What Is Call Center Technology? Call center technology can refer to any tool that contact centers use to improve productivity, manage staff, deliver better service, or cut costs. 5 Innovative Call Center Technologies in 2022.

Call Center 124

Call Center Technology Interactive Voice Response Analytics 124

Fonolo

OCTOBER 5, 2023

2023 was all about chatbots. FREE WEBINAR: Is Your Chatbot Really Just an IVR? With their narrow conversation flows and questions that often don’t lead to an answer – or an agent – chatbots don’t always seem all that revolutionary. If your chatbot seems like an IVR, are you doing something wrong? Join us Oct.

Interactive Voice Response 57

Interactive Voice Response Chatbots Self service Virtual Agent 57

Zappix

APRIL 11, 2024

As consumer expectations continue to rise and technological advancements reshape the way we interact with services, utility companies must adapt to stay ahead of the curve. Efficient Agent Assistance While digital self-service options are essential, there are times when customers require assistance from a live agent.

Self service 52

Self service Chatbots Accountability Analytics 52

Inbenta

FEBRUARY 15, 2021

Even though there is no “real” benchmark for automated self-service solutions, we’re going to try to give you some indications of the kind of results you can realistically expect from such solutions. But first, what is customer self-service? Which metrics to measure self-service KPIs? Call deflection rate.

Self service 99

Self service Metrics Chatbots Benchmark 99

Mindtouch

MAY 19, 2020

Some day companies will learn the lesson that technology is not equal to strategy. So, again companies are blindly flailing about, hoping for a technology life-vest just to keep head above water. Predictably they have found one: the chatbot. Despite what many might think, bots are not self-service.

Technology 118

Technology Self service Chatbots Contact Center 118

Zappix

APRIL 15, 2024

In the modern age, where technology permeates every aspect of our lives, it’s only natural that public services adapt to leverage digital tools to serve their constituents better. Digital Self-Service: Empowering Citizens and Streamlining Processes Gone are the days of long queues and bureaucratic hurdles.

Government 52

Government Self service Advertising Chatbots 52

The Northridge Group

APRIL 25, 2023

Fortunately, this scenario which is fraught with frustrating and time-consuming inefficiencies for the patient, provider and payer, can be greatly improved thanks to self-serve healthcare technologies that empower patients to retake control of their health journey. Chatbots are also catching on in the healthcare industry.

Healthcare 67

Healthcare Technology Self service Chatbots 67

Solvvy

OCTOBER 12, 2022

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. If the company had a great AI chatbot, the interaction might have been so natural that it took a while to realize that you weren’t actually talking to a human. Introduction to Artificial Intelligence Chatbots.

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94

CCNG

SEPTEMBER 27, 2023

Customers are less patient, and robust technology that meets both employee and customer needs isn’t being implemented fast enough and efficiently enough to reduce the anxiety. The drive toward self-service is a reality and with good reason, as customers want self-service.

Management 195

Management Average Handle Time Self service First call resolution 195

Enghouse Interactive

SEPTEMBER 1, 2020

In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. This blog will continue that exploration with some insight into some of the benefits we’ve seen in organizations that have implemented Self-Service.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Comm100

OCTOBER 10, 2022

The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. So let’s jump straight in to our first chatbot example. Reducing repetitive work. Offering 24/7 support.

Chatbots 84

Chatbots Customer Service Self service Agent burnout 84

TeamSupport

JANUARY 9, 2024

Ever wonder what customer service looked like 50 or 60 years ago? Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. By the early 1970s, more call-routing systems were beginning to include ACD technology, ushering in the development of large-scale call centers.

Customer Support 59

Customer Support Technology CRM Chatbots 59

TechSee

MARCH 1, 2021

The rise of new digital engagement channels is making it easier than ever for Customer Service staff to do the (selling) deed, while pushing the CX to the next level. And like most things today, the best way to achieve this is through technology.

Sales 124

Sales Technology Customer Service Chatbots 124

CX Global Media

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? Making your chatbot contact center smart. Click to Tweet.

Chatbots 168

Chatbots Contact Center Scripts Call Center 168

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

Creative Virtual

MARCH 25, 2021

During the past year, more customers have turned to digital channels and automated self-service for support. Usage of virtual agents and chatbots exploded with record-breaking levels of traffic. Customers expect these conversational AI tools to be easy-to-use, convenient, accurate, and reliable.

Self service 59

Self service Virtual Agent Chatbots outsourcing 59

Creative Virtual

JANUARY 12, 2021

Today we announced Creative Virtual’s latest award win: ‘Most Innovative Conversational Self-Service Solutions, 2020’ in Corporate Vision Magazine’s Corporate Excellence Awards. Conversational self-service tools have progressively become more mainstream in the nearly two decades of Creative Virtual’s history.

Self service 52

Self service Virtual Agent Chatbots Consulting 52

Comm100

FEBRUARY 12, 2023

Today’s students have grown up accustomed to the speed and convenience that technology brings, and they now expect their schools to provide this too. To meet these lofty expectations, many schools are introducing university chatbots. This information can be provided to students as text, images, video, or links within the chat window.

Chatbots 72

Chatbots Education Self service Personalization 72

AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. Dustin Hubbard, Chief Technology Officer at WaFd Bank.

Cloud contact 67

Cloud contact Self service Contact Center Virtual Agent 67

Solvvy

SEPTEMBER 20, 2022

With more people using apps, web-based services, and fintech solutions, businesses must overcome the challenge of providing the best possible customer service to these new customers. What is a Customer Service Chatbot? However, chatbots don’t require customers to ask a question in a particular way.

Chatbots 62

Chatbots Metrics Customer Support Customer Service 62

Creative Virtual

FEBRUARY 24, 2022

When customers use your chatbot to self-serve, what kind of experience do you deliver? Does your chatbot need questions asked a particular way to return the correct response? Are users repeatedly told by your chatbot to try rephrasing an input that doesn’t have a direct match in the system?

Chatbots 59

Chatbots Self service Virtual Agent Accountability 59