ShepHyken

OCTOBER 9, 2023

Top Takeaways: Conversational AI technology, powered by artificial intelligence, has revolutionized customer support by providing efficient and personalized assistance to customers. Combining AI and human agents can create a seamless and effective customer experience. Plus, Shep and Peter answer the question: Will AI take away jobs?

Customer Support 212

Customer Support Enterprise Technology Contact Center 212

TechSee

FEBRUARY 19, 2024

Customer experience automation is rapidly evolving, reshaping how companies engage with customers and clients. LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. Are LLMs the right way approach to CX automation?

Virtual Agent 124

Virtual Agent Chatbots Enterprise Wait times 124

AWS Machine Learning

MARCH 4, 2024

Amazon Bedrock is the best place to build and scale generative AI applications with large language models (LLM) and other foundation models (FMs). It enables customers to leverage a variety of high-performing FMs, such as the Claude family of models by Anthropic, to build custom generative AI applications.

Benchmark 136

Benchmark Finance Engineering Enterprise 136

TechSee

MARCH 11, 2024

Industry events and news coverage are full of companies offering Generative AI , Conversational AI, chatbots, and AI Agents. As a result, it can be very challenging to assess Conversational AI providers. Many Conversational AI providers offer integrated reinforcement learning, which improves AI performance over time.

Chatbots 124

Chatbots Enterprise Scripts Virtual Agent 124

ShepHyken

AUGUST 18, 2023

This week, we feature an article by Koichumanov Erkinbek, Product Marketing Manager at Intelogos , an employee well-being and AI performance management platform. He writes about how AI technologies support customer satisfaction and employee well-being.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

TechSee

MARCH 21, 2024

Over the last 12 months, our new AI-powered streamlined fiber customer installation solution has helped leading telecoms across North America automate millions of self-installs. By popular demand, we are now offering this AI-automated guided flow as a packaged solution.

Self service 124

Self service APIs Upselling Contact Center 124

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. Part 2: AI and Business Processes: How can it help?

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

TechSee

SEPTEMBER 21, 2023

Generative AI will be transformative for every enterprise. However, today’s early Generative AI solutions lack context, and deliver a poor user experience. These are the keys to unlocking mainstream adoption of Generative AI for service and CX. Using Generative AI should be as natural as chatting with a friend.

Engineering 109

Engineering Enterprise Chatbots Self service 109

TechSee

APRIL 9, 2024

By employing AI-guided visual flows, customers receive step-by-step, easy-to-follow instructions through their smartphone or device screens. In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. Enter visual assistance, a game-changer for both customers and providers.

Technical Support 124

Technical Support Metrics Technology Customer Service 124

CSM Magazine

APRIL 22, 2024

Explore key trends in online gambling customer service, including AI integration, personalization, and enhanced security, shaping the future of player satisfaction and loyalty. Data-Driven Personalization Online gambling platforms collect vast amounts of data on user behavior, preferences, and play patterns.

Customer Service 52

Customer Service Entertainment Chatbots Analytics 52

24-7 InTouch

APRIL 12, 2024

With the help of AI and automation, social commerce has the potential to transform likes and shares into sales and loyal customers. AI-Driven Algorithms AI-powered algorithms can analyze vast amounts of social media data to identify potential leads, optimize ad targeting, and predict purchasing behavior.

Analytics 52

Analytics Sales 52

TechSee

MARCH 16, 2023

Artificial intelligence (AI) is designed to automate manual tasks and processes. As the leader in computer vision solutions for the service industry, we at TechSee work with large organizations to help them utilize AI to automate service for their products. Welcome to our computer vision primer!

APIs 109

APIs CRM Technology Sales 109

24-7 InTouch

APRIL 26, 2024

Artificial intelligence (AI) stands as a monumental force reshaping the customer experience (CX). But businesses must navigate the delicate balance between leveraging AI for competitive advantage and ensuring safety and ethical integrity. Data Mastery : AI is only as good as the data it processes.

Government 52

Government Customer centricity Technology Management 52

Lumoa

JANUARY 15, 2024

This omnichannel approach gives companies a chance to have a one-to-one conversation with customers on their chosen platform. This omnichannel approach gives companies a chance to have a one-to-one conversation with customers on their chosen platform. Similarly, AI-powered chatbots mean businesses can offer 24/7 support.

Customer Experience 83

Customer Experience Chatbots Best practices Metrics 83

CSM Magazine

APRIL 26, 2024

One efficient method involves automating data collection through the use of APIs (Application Programming Interfaces) or connections with systems, like Human Resource Information Systems (HRIS) or Customer Relationship Management (CRM) software. Automate report creation Automation presents a method to reduce the time spent on LMS reporting.

APIs 52

APIs Analytics Metrics Education 52

Connect

APRIL 18, 2024

Applying artificial intelligence (AI) in the contact centre has emerged as a prolific trend as the hype around Generative or Gen AI – the next iterative advancement in the technology – gathers pace. However, Gen AI is not a plug-and-play solution.

Virtual Agent 74

Virtual Agent Chatbots Average Handle Time Engineering 74

AWS Machine Learning

FEBRUARY 27, 2024

In this post, we share how Axfood, a large Swedish food retailer, improved operations and scalability of their existing artificial intelligence (AI) and machine learning (ML) operations by prototyping in close collaboration with AWS experts and using Amazon SageMaker.

Best practices 115

Best practices Engineering Scripts Analytics 115

AWS Machine Learning

NOVEMBER 16, 2023

Since 2014, the company has been offering customers its Philips HealthSuite Platform, which orchestrates dozens of AWS services that healthcare and life sciences companies use to improve patient care. In this post, we describe how Philips partnered with AWS to develop AI ToolSuite—a scalable, secure, and compliant ML platform on SageMaker.

Healthcare 91

Healthcare Government Engineering APIs 91

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation. Read on for an introduction to call center automation, plus our top software picks!

Call Center 142

Call Center Interactive Voice Response call center software CRM 142

Connect

DECEMBER 11, 2023

Technology-enabled transformation is a growing trend as operators look to access the latest technologies shaping the contact centre of the future , with artificial intelligence (AI) a key strategic focus. Innovation in artificial intelligence (AI) presents an unprecedented opportunity to disrupt this prevailing norm.

Technology 93

Technology Average Handle Time Cloud contact First call resolution 93

CSM Magazine

APRIL 18, 2024

CPaaS stands for Communications Platform as a Service. CPaaS platforms offer pre-built widgets and tools that can drastically reduce development time. These platforms also provide scalability, which is crucial for businesses experiencing growth, as services can be scaled up or down based on demand.

Interactive Voice Response 52

Interactive Voice Response Healthcare Chatbots Consulting 52

TechSee

SEPTEMBER 15, 2022

The partnership stems from an initiative with an electronics multinational to deploy virtual sales agents on retail locations, instantly connecting customers to representatives via AI-based visual engagement. BOSTON , Sept. NeuraFlash and TechSee together can tailor these solutions based on a brand’s business objectives.

Big data 109

Big data Consulting Consulting Contact Center 109

Comm100

APRIL 22, 2024

Implementing effective tools and technology AI chatbots and live chat Implementing AI chatbots can revolutionize how routine inquiries are handled, allowing agents to dedicate more time to complex issues that require a human touch. This can directly lead to improved customer satisfaction, increased sales, and more repeat business.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 52

SmartAction

FEBRUARY 13, 2024

Businesses who thrive at building robust, complete customer journeys harness the power of automation to build self-service solutions in their order management strategy. Here you’ll learn best practices in building order management automation, while drawing insights from industry leaders like TechStyle and DSW.

Best practices 63

Best practices Virtual Agent Management Chatbots 63

OctopusTech

MARCH 22, 2024

As automation revolutionizes business operations, Chatbots have become a powerful marketing tool. With their ability to automate responses and deliver personalized experiences, Chatbots have become essential to modern marketing strategies. But how do AI Chatbots work? How do artificial intelligence Chatbots work?

Chatbots 62

Chatbots Marketing Abandon rate Healthcare 62

Zappix

MARCH 13, 2024

EIN PRESSWIRE ) March 13, 2024 Zappix , a leading AI-Powered Digital Engagement Platform provider, has been named one of the “Most Promising Utilities Tech Solutions Providers 2024” by CIO Review. Zappix’s AI-Powered Digital Engagement Platform integrates with existing back-end systems, such as ERP and CRM.

Self service 52

Self service Interactive Voice Response Analytics CRM 52

AWS Machine Learning

MARCH 22, 2024

Today, jointly with Contentful, we are announcing the launch of the AI Content Generator powered by Amazon Bedrock. Contentful is an intelligent composable content platform that allows the creation and management of content to build digital experiences. Contentful is an AWS customer and partner.

Engineering 90

Engineering Consulting Consulting Enterprise 90

Zappix

APRIL 17, 2024

” The partnership marks a significant industry milestone in elevating Seamless Customer Engagement and automating operations for businesses in expedited implementation timeframes. A key highlight of the partnership is the joint deep integration work achieved with Cloud Contact Center Solutions including Genesys Cloud and Amazon Connect.

Government 52

Government Enterprise Call Center Interactive Voice Response 52

Expivia

FEBRUARY 15, 2024

This release is not just an update; it’s a leap into the future of AI-driven customer service. Enlighten Actions: Beyond Analytics Enlighten Actions represents a significant advancement in AI-driven analytics, providing unprecedented insights into customer interactions and agent performance.

Virtual Agent 75

Virtual Agent APIs Analytics Chatbots 75

Comm100

DECEMBER 12, 2023

From nuanced personalization powered by AI to the seamless experience of omnichannel, these trends are not mere shifts – they’re transformative forces. We’ll explore how Generative AI is changing the very fabric of customer interactions, while balancing this automation with emotional intelligence.

Customer Service 78

Customer Service Chatbots APIs Government 78

Comm100

OCTOBER 17, 2023

With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software? Customer service automation software are tools designed to automate and streamline customer support processes, often powered by AI.

Customer Service 73

Customer Service Interactive Voice Response Multi-channel support Multichannel 73

NobelBiz

DECEMBER 19, 2023

According to Forbes, call center metrics are the data harvested from all the solutions used to operate a call center, such as call center management (CCM) and customer relationship management (CRM) platforms. It is like a relay race, where the baton of customer queries is passed on to the right expert swiftly and efficiently.

Call Center 106

Call Center Management Wait times Contact Center 106