Jon Arnold

NOVEMBER 30, 2022

With the sub-title being “It’s so much more than chatbots”, you should get the gist pretty quickly. AI has become a must-have for contact centers, and while chatbots are often the entry point for getting on this path, the use cases are much richer.

Contact Center 11

Contact Center Chatbots 11

Fonolo

FEBRUARY 11, 2020

If the utility of chatbots has been overstated and why they won’t replace humans. This white paper explores key areas that are sure to shake up the industry. In it, we discuss: Why voice is the most omnipresent channel and will remain so for years to come. What’s Inside: Preparing for the second text-revolution.

Contact Center 98

Contact Center outsourcing Call Center Chatbots 98

Fonolo

JANUARY 31, 2018

Will the AI / chatbot hype start to live up to its promise? The Promise” for the topics of machine learning, chatbots, natural language processing, IoT and virtual reality. There’s some overlap with our recent post Chatbots Won’t Save Us From IVR Hell , we also covered chatbots in our most recent webinar.).

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Nextiva

JULY 8, 2019

To serve today’s customers, we must think beyond automated sales emails or chatbots. Ask yourself if you’d like to be pitched to immediately after you’ve downloaded an ebook or white paper. We’re guessing, no. So, what’s changed in customer loyalty programs? How do you keep ramping up customer retention?

Customer Service 67

Customer Service voip Chatbots Customer retention 67

NICE inContact

JULY 26, 2019

While many companies are hesitant to put chatbots into play, studies clearly show consumers value the speed and convenience that comes with this increasingly pervasive technology. Find out how adding chatbots in your call center can provide better service and overall satisfaction. Download the white paper today.

Contact Center 55

Contact Center Chatbots Upselling Analytics 55

TMP Direct

SEPTEMBER 16, 2021

The idea with chatbots is to help users find information when they need it the most. The key is to build a chatbot that’s as conversational and as human as possible. Live chat on your website can be a valuable lead generation tool. Just like cold calling, email marketing is a tried-and-true classic.

B2B 96

B2B B2C Chatbots Advertising 96

VocalCom

JUNE 24, 2020

74% of organizations consider conversational assistants an important enabler of customer engagement ( CapGemini ), while 63% of consumers are satisfied getting service from a chatbot, as long as they have the option to move the conversation to a human if needed (Forrester). Want to know more about the evolution of contact centers ?

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

VocalCom

JULY 2, 2020

We are social creatures and the value interacting with another human being over a machine when dealing with a complex and emotional problem cannot be underestimated: humans offer a level of empathy that no chatbot or automated agent can currently provide. Want to know more about the evolution of contact centers ?

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

VocalCom

JUNE 18, 2020

Cloud-based contact center technology also supports seamless integration of self-service, analytics and AI tools such as chatbots and virtual assistants to flatten the curve of incoming calls and focus agents on the more complex conversations. Download our white paper Contact Centers of the Future: Creating the experience of tomorrow.

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

Fonolo

MARCH 22, 2018

With the emergence of chatbots and customer service via email or Messenger, it’s easy to assume that this shift in technology is being directed by consumer preference. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry.

Customer Service 79

Customer Service Customer retention Call Center Contact Center 79

CSM Magazine

JANUARY 24, 2023

And what’s going on in the AI market, when just last month some commentators were questioning chatbot sector momentum – particularly with Amazon stripping costs and people out of its Alexa team? This makes it well-suited for use in conversational AI applications, such as chatbots or virtual assistants.

Chatbots 52

Chatbots Contact Center CRM Enterprise 52

VocalCom

JUNE 22, 2020

Additionally, integrating AI solutions such as chatbots or virtual assistants can assist agents by absorbing extra volumes of calls or managing low-value enquiries and let them focus on the more complex conversations. Download our white paper Contact Centers of the Future: Creating the experience of tomorrow.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Quiq

JANUARY 10, 2020

Read our most popular white paper that spells out the 7 compelling reasons to implement messaging now. How Chatbots Are Revolutionizing eCommerce. In this post, we’ll take a look at chatbots and how they are playing an increasingly important role in eCommerce. Download the PDF. 7 Reasons Your Customers Want To Text You.

Chatbots 52

Chatbots Best practices Personalization Customer Experience 52

Quiq

JANUARY 10, 2020

Read our most popular white paper that spells out the 7 compelling reasons to implement messaging now. How Chatbots Are Revolutionizing eCommerce. In this post, we’ll take a look at chatbots and how they are playing an increasingly important role in eCommerce. Download the PDF. 7 Reasons Your Customers Want To Text You.

Chatbots 52

Chatbots Best practices Personalization Customer Experience 52

Fonolo

APRIL 4, 2018

Apple is emphasizing that Business Chat is about human-to-human communication and not about “chatbots” or “bots”. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. No Bots Please.

Customer Service 90

Customer Service Chatbots Government Contact Center 90

Jive

AUGUST 9, 2018

Digital assistants and chatbots are changing the way that contact centers and customer support operate. While there is no true “cure all” for any attrition problem, investing in AI chatbots and digital assistants could convince employees to stay. Contact Center Attrition. In the U.S., The phone keeps ringing. Your inbox is bursting.

Contact Center 75

Contact Center Chatbots Employee engagement Customer Support 75

Callminer

MAY 27, 2020

To learn how AI can assist you in retaining top talent within your organization, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. For the best tips on consistently improving the employee experience at your company, read on: Tips to Improve Employee Experience.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

teleopti

APRIL 30, 2019

Think about infusing AI into the employee experience – consider deploying artificial intelligence methods such as Chatbots to enhance internal communication and employee morale. Cut back on time-consuming staff monitoring and instead use bots that learn from existing data to help people manage their work-life balance.

Employee engagement 80

Employee engagement Management Strategic Value Self service 80

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.

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.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

Fonolo

SEPTEMBER 6, 2018

Recent technological advancements are many, ranging from Artificial Intelligence (AI) (and related automated tools like virtual assistants, chatbots, etc.) White Paper: The Secret Sauce for Increasing Customer Happiness. to real-time messaging, simulation, self-service and crypto-currency.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139

Fonolo

FEBRUARY 20, 2020

Whether that’s with smarter self-service options like chatbots and visual IVRs, or with better decision-making tools to help agents get to the right solution faster, companies are relying on AI and smart automation to fill the gap. This white paper explores key areas that are sure to shake up the industry.

Contact Center 101

Contact Center Call Center Wait times Technology 101

Jon Arnold

MAY 4, 2017

After this, I'm in Phoenix for NEC's event next week, then I'm speaking in Toronto for a networking event hosted by Jeff Pulver about the chatbot/AI space. Somehow, I'll get my regular set of writing done, along with finishing off two white papers and prepping for a webinar I'm doing later this month.

Chatbots 40

Chatbots Customer Care Contact Center 40

Fonolo

APRIL 2, 2019

We share a lot of diverse content, including lists of industry reports , links to discussion groups , and our own white papers. And here’s something related from our archives: ” How to Think about Chatbots in a Big Picture Kinda Way.”. I know it can be hard work to keep up with all that reading. Read more on their blog post.

Contact Center 78

Contact Center Customer Service Call Center Enterprise 78

Inbenta

AUGUST 18, 2023

A list of best practices on how to deploy an e-commerce chatbot project. What you’ll learn in this ebook: A quantified estimate of the outcomes you can expect from the deployment of an e-commerce bot. Clarification on the role conversational commerce should play in your conversion strategy.

Chatbots 52

Chatbots Best practices 52

Comm100

JANUARY 21, 2020

For new customers who land on your website after hours, a clear knowledge base and a helpful chatbot are two channels that can keep your leads moving along the digital journey. This post is the second of two that are based on our Omnichannel white paper. Free Download: Customer Engagement 2020 White Paper.

B2C 40

B2C B2B Benchmark Best practices 40

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. AI-driven solutions such as chatbots and digital assistants empower agents to provide a faster and more accurate service to customers. Next, focus on collecting representative data samples. About the Author.

Enterprise 52

Enterprise Automotive Average Handle Time Transportation 52

Callminer

FEBRUARY 4, 2021

Download our white paper, The Vulnerability Blueprint: How to Identify, Support and Retain Vulnerable Customers , to learn more about how your organization can identify and support vulnerable customers. You may have a well-built contact center that focuses on email queries and chatbots at the detriment of live answering services.

Call Center 345

Call Center Contact Center Finance Consulting 345

Vonage

MARCH 26, 2018

Also, be sure to check out our latest white paper, 3 Key Customer Service Trends for 2018 , the definitive guide for how to win at CX this year. During the webinar, Furniss broke down four ways AI will impact customer service in 2018. For more insights from the webinar, you can watch it on demand here.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

Totango

AUGUST 23, 2022

Live chat and chatbots. White papers. Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing. Social media posts and ads. Video content and ads. Blog content. Video chat. Phone calls. Sales checkout carts. FAQ guides. Customer Success Communities. Support forums.

B2B 115

B2B Journey mapping SaaS Engineering 115

Comm100

JANUARY 21, 2020

For new customers who land on your website after hours, a clear knowledge base and a helpful chatbot are two channels that can keep your leads moving along the digital journey. This post is the second of two that are based on our Omnichannel white paper. Recommended for you: Top 10 Live Chat Benefits You Have to Know.

B2C 83

B2C B2B Benchmark Best practices 83

Eptica

FEBRUARY 28, 2018

To help brands better understand the need for both human agents and technology, Régine Vanheems has written a detailed white paper on the subject. Click here to download your copy of Putting the human at the heart of digital CX.

Customer Service 62

Customer Service Banking Self service Best practices 62

Quadient

SEPTEMBER 28, 2020

Therefore they are more open than ever to trying new technologies such as automated self-service options and chatbots to self-manage through relatively minor concerns. Go deeper on this topic by downloading the white paper, " Is Telecoms Customer Experience Fit for Purpose in the Time of COVID-19? ". . . . . . Operations.

Customer Experience 52

Customer Experience Management Self service Entertainment 52

Fonolo

AUGUST 1, 2018

Self-serve (in the form of text-based chatbots usually). White Paper: The Secret Sauce for Increasing Customer Happiness. So we might as well accept that the term “AI”, in the contact center context, refers to a collection of these 3 areas: Speech analytics (using NLP to extract intent and sometimes emotional cues).

Contact Center 52

Contact Center Call Center Interactive Voice Response Chatbots 52

CSM Magazine

NOVEMBER 14, 2019

Chatbots are already a common phenomenon in contact centres while millions of people interact daily with virtual assistants such as Google Home and Alexa. Then, find out the answers and discover real-world examples of good and bad AI practice by downloading our latest white paper. About EBI.AI.

Chatbots 49

Chatbots Technology Customer Experience Marketing 49

RapportBoost

NOVEMBER 15, 2018

That means more than just pointing the customer to a white paper. Call Centers still debate the use of chatbots versus live agents. When it’s done correctly, the customer should never notice that it happened. . Teach them early on how best to seek out potential lead opportunities. We feel this narrative should shift.

Call Center 71

Call Center Telecommunications Technology Chatbots 71

Comm100

MAY 31, 2016

In many cases, a chatbot can be a more comprehensive version of an FAQ; customers can type in their question and get an instant response without searching through pages of information. Blog, reports, and white papers. Download this white paper to learn how to deal with and follow up on difficult customers.

Customer centricity 42

Customer centricity Self service Chatbots Feedback 42