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2023 Customer Service Statistics for Contact Centers

Fonolo

Source: Salesforce 51% of agents without A.I. say they spend most of their time on mundane tasks, versus 34% of agents with A.I. For example, only 13% of education institutions are using A.I. Nearly that many again have used a virtual agent or chatbot on their smartphone. with 41% using some form of A.I.

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Workforce AI: The Driverless Contact Center

Aspect

It’s in the Uber app that minimizes your wait time after you hail a car. Looking specifically at the contact center industry, we have seen a recent flurry of activity around chatbots, intelligent IVRs and virtual agents. It’s in the iRobot that cleans your floors. It’s the intelligence in driverless cars.

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150+ Revealing Customer Service Statistics for 2022

Fonolo

51% of agents without A.I. say they spend most of their time on mundane tasks, versus 34% of agents with A.I. For example, only 13% of education institutions are using A.I. Nearly that many again have used a virtual agent or chatbot on their smartphone. Source: Salesforce. Source: Salesforce. Source: Ameyo.

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Computer Telephony Integration: 8 Ways It Benefits Customer Support

aircall

Your agents’ only tool is their desktop computer, and even that isn’t written in stone. For instance, a VOIP business phone system matches a session to every agent, so they can work from different computers, even remotely or from home. Studies show that computer-telephone integration r educes the average length of a call.

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Computer Telephony Integration: 8 Ways It Benefits Customer Support

aircall

Your agents’ only tool is their desktop computer, and even that isn’t written in stone. For instance, a VOIP business phone system matches a session to every agent, so they can work from different computers, even remotely or from home. Studies show that computer-telephone integration r educes the average length of a call.

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5 customer support job descriptions to build an all-star team

aircall

Every tech support call is an opportunity to educate. A virtual agent could be tasked with customer support, tech support, even management. As a result, they are able to assist customers in any time zone, in any language, according to their employer’s (and their employer’s customers’) needs. Be a teacher.