Sun.Sep 26, 2021

Behind the scenes: Customer marketing helps our customers shine within their contact center

NICE inContact

A contact center is no longer a place to just handle calls. Today, there is click-to-chat, email, text, callbacks, and all the digital channels customers use. The importance of customer experience and loyalty has become more important than ever, and technology is improving and changing rapidly.

Deepfake: The New Fraud Tool on the Block?

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Deepfakes are generative media in which a person in an existing image or video is replaced with someone else’s likeness. Deepfakes leverage powerful techniques from machine learning and artificial intelligence to manipulate or generate visual and audio content with a high potential to deceive.

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How to Reply Back to the User with their Name in Dialogflow

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Once you start using Dialogflow, you will begin to really acknowledge the power of Google’s AI and How you can get users to the streams and sequences of random messages you receive from your users. Dialogflow provides predefined system entities that can match many common data types.

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ANI Validation: Fixing The Game of Telephone

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It’s helpful to think about the authentication process on a spectrum, where not every customer interaction needs to face the same level of authentication requirements. For less risky interactions, fewer factors of authentication can be appropriate.

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AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

How to reply back to the user with their name in Dialogflow

kommunicate

Once you start using Dialogflow, you will begin to really acknowledge the power of Google’s AI and How you can get users to the streams and sequences of random messages you receive from your users. Dialogflow provides predefined system entities that can match many common data types.