CCNG

FEBRUARY 21, 2024

Artificial intelligence (AI) and Generative AI (GenAI) have created a new era of automating the most vital aspects of customer service. This functionality can greatly reduce average handle times (AHT) by accessing suggest responses and solutions to customer queries faster than humanly possible.

Technology 195

Technology Customer Service Virtual Agent Self service 195

CCNG

DECEMBER 20, 2023

Artificial intelligence (AI) and Robotic Process Automation (RPA) remain two of the hottest topics in call centers. Not only that, but recent advancements like Generative AI and ChatGPT have emerged as powerful solutions for customer service. The following is what we believe them to be: What Is Artificial Intelligence?

Call Center 195

Call Center Chatbots CCNG Technology 195

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. By Martin Cross, CTO at Connect.

Virtual Agent 86

Virtual Agent Chatbots Average Handle Time Engineering 86

ShepHyken

SEPTEMBER 15, 2017

This week we feature an article by Lindsay Tjepkema who writes about how artificial intelligence marketing (AIM) is becoming more important to our success in engaging with customers. Artificial intelligence (AI) and all of its many uses have seen massive amounts of growth throughout the last year. Joining the Conversations.

Marketing 490

Marketing Advertising Big data Personalization 490

MiaRec

MARCH 30, 2024

CX Today | MiaRec CX Today’s Charlie Mitchell introduces a demo of how GenAI is augmenting conversational intelligence solutions. What benefits can companies expect by implementing your solution? The conversation highlights how Generative AI can improve contact center operations as a whole.

Analytics 85

Analytics Contact Center Technology Sales 85

ShepHyken

NOVEMBER 27, 2023

While digital self-service solutions continue to evolve and enhance the customer experience, phone support remains essential for customers to interact with companies. How does Artificial Intelligence enable personalization? ” The answer or response suits what the customer needs better.

Customer Experience 240

Customer Experience Self service Chatbots Engineering 240

ShepHyken

MARCH 27, 2023

Top Takeaways: Artificial Intelligence (AI) and Machine Learning (ML) bring significant innovations that can truly transform customer service and experience. Technology can now deliver a conversational feel to the customer’s interaction with a chatbot. Transitioning from automated to human support needs to be seamless.

Chatbots 162

Chatbots Self service Customer Support Technology 162

SmartAction

APRIL 11, 2024

The solution? Truly intelligent virtual voice assistants with a human-centric design that delights rather than displeases, with artificial intelligence (AI) that improves CSAT , decreases wait time, and lowers costs. In these two very different customer conversations, you’ll see the difference intelligent IVR makes.

Virtual Agent 67

Virtual Agent Interactive Voice Response Call flow Contact Center 67

Totango

JANUARY 3, 2024

Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making.

Revenue potential 102

Revenue potential Enterprise Accountability Marketing 102

Cyara

DECEMBER 5, 2023

The market is experiencing exponential growth in the use of chatbots, voicebots and conversational artificial intelligence (AI) for customer service, which is why we have doubled down on our investments in solutions that will enable our customers to optimize their conversational AI chatbots and voicebots throughout their development lifecycle.

Chatbots 76

Chatbots Marketing Customer Service 76

OctopusTech

MARCH 22, 2024

Chatbots are artificial intelligence-powered virtual assistants that simulate human conversations with customers through messaging apps. How do artificial intelligence Chatbots work? Artificial intelligence (AI) Chatbots have rapidly gained popularity in recent years, revolutionizing how companies interact with customers.

Chatbots 62

Chatbots Marketing Abandon rate Healthcare 62

MiaRec

DECEMBER 29, 2023

Are you trying to understand the general cost of Conversation Intelligence and Automated Quality Management solutions for your contact center? Are you frustrated that you cannot find reliable pricing information anywhere?

Quality management 90

Quality management Management Contact Center Analytics 90

AWS Machine Learning

SEPTEMBER 28, 2023

With the right strategy, these intelligent solutions can transform how knowledge is captured, organized, and used across an organization. To help tackle this challenge, Accenture collaborated with AWS to build an innovative generative AI solution called Knowledge Assist.

Enterprise 96

Enterprise Real estate Chatbots Construction 96

AWS Machine Learning

MARCH 1, 2024

The rise of artificial intelligence (AI) has created opportunities to improve the customer experience in the contact center space. Machine learning (ML) technologies continually improve and power the contact center customer experience by providing solutions for capabilities like self-service bots, live call analytics, and post-call analytics.

Chatbots 94

Chatbots APIs Self service Contact Center 94

AWS Machine Learning

MARCH 4, 2024

with higher levels of intelligence. It excels at intelligent tasks demanding rapid responses, like knowledge retrieval or sales automation. And it strikes the ideal balance between intelligence and speed – qualities especially critical for enterprise use cases.

Benchmark 135

Benchmark Finance Engineering Enterprise 135

SmartAction

NOVEMBER 14, 2023

FORT WORTH, Texas, November 14 , 2023 SmartAction, a leading provider of AI-powered virtual agents for customer-obsessed brands, is thrilled to announce its recent recognition as the “Best Intelligent Virtual Agent Developer 2023 – USA” by New World Report in their prestigious Software and Technology Awards.

Virtual Agent 78

Virtual Agent Technology Contact Center Metrics 78

AWS Machine Learning

APRIL 18, 2024

It’s the AI-powered platform for work that connects people, conversations, apps, and systems together in one place. Slack is also using Amazon SageMaker inference capabilities for advanced routing strategies to scale the solution to customers with optimal performance, latency, and throughput.

Enterprise 100

Enterprise Analytics Metrics Accountability 100

SmartAction

NOVEMBER 8, 2023

The solution? Truly intelligent virtual voice assistants with a human-centric design that delights rather than displeases, with artificial intelligence (AI) that improves CSAT , decreases wait time, and lowers costs. In these two very different customer conversations, you’ll see the difference intelligent IVR makes.

Virtual Agent 86

Virtual Agent Interactive Voice Response Call flow Contact Center 86

Interactions

APRIL 16, 2024

A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance. Now, with IVAs and Conversational AI, these interactions feel very different. What’s an IVA?

Customer Care 62

Customer Care Self service Metrics Interactive Voice Response 62

Interactions

APRIL 26, 2024

Yet, it’s easy to negatively impact CX with technology solutions that promise good service for lower costs, but end up falling short. We’ve all experienced chatbots that mostly regurgitate self-service links and automated call systems that rely on clunky menus or that don’t understand conversational language.

Scripts 62

Scripts Customer centricity Chatbots Technology 62

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. Today, it offers advanced, learning-driven solutions that redefine customer service.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

The Northridge Group

APRIL 15, 2024

We briefly touched on the fact that while the three tools have their place, none of them can be a ‘one-size-fits-all-solution’, nor can they effectively or entirely replace people. A good assessment can reveal any issues that new technology can present and offer real-time solutions.

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

BlueOcean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. Analyzing 100% of conversations in real time changes that. They could do spot checks for compliance.

Contact Center 71

Contact Center Average Handle Time Coaching First call resolution 71

Solvvy

OCTOBER 12, 2022

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. Artificial intelligence (AI) can enhance the types of experiences chatbots can deliver. Introduction to Artificial Intelligence Chatbots. Therefore, chatbots aren’t off-the-shelf solutions.

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94

MiaRec

NOVEMBER 26, 2023

CX Today | MiaRec Tatiana Polyakova, COO of MiaRec , joins Charlie Mitchell of CX Today for the CX Today discussion to talk about five contact center use cases for conversational intelligence solutions.

Contact Center 61

Contact Center Quality management Customer Experience Management 61

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. Solution overview The following diagram illustrates the solution architecture. The payload includes the conversation ID of the active conversation.

Cloud contact 92

Cloud contact Chatbots Contact Center APIs 92

BlueOcean

JANUARY 30, 2024

In a typical Blue Ocean solution, for example, your program manager and program coordinator are included in that agent hour or per minute rate. This table gives a quick snapshot of how to calculate costs when considering an outsourced customer service solution.

outsourcing 118

outsourcing Contact Center Call Center Customer Care 118

Connect

JANUARY 26, 2024

Unlock the power of intelligent CX. In this report, Zendesk unveils ten trends that are propelling the customer experience towards a more intelligent future. AI + intelligent experiences Learn how AI is altering the role of chatbots to the point that 64% of CX leaders are increasing their investments in evolving chatbots.

Chatbots 52

Chatbots Customer Support Customer Experience Personalization 52

MiaRec

MAY 19, 2023

Do you need a Conversation Intelligence or Conversation Analytics platform? If you wanted to analyze your call data, should you look for a Speech or Voice Analytics solution? As new contact center solutions flood the market, what do these labels mean?

Analytics 82

Analytics contact center solutions Contact Center Marketing 82

Solvvy

JUNE 22, 2022

But the relevance of that answer can vary depending on the type of technology that powers the solution. Conversational artificial intelligence (AI) enables a natural exchange — much like talking to a customer service rep — that helps time-strapped customers get the information they need quickly and with minimal frustration.

Chatbots 119

Chatbots Banking Self service Finance 119

CSM Magazine

APRIL 22, 2024

At Sabio’s recent Disrupt event in London, a panel of experts from Sweaty Betty, Zuto, Transcom and Awaze shared insights on how they are leveraging new technologies such as artificial intelligence (AI) to revolutionise customer service and drive business growth.

outsourcing 52

outsourcing Engineering CRM Technology 52

Tethr

NOVEMBER 5, 2021

You’re looking for ways to save your team money—and conversational intelligence software can do just that. Let’s break down the five ways conversational intelligence software can save you and your team some serious cash. Improve sales conversions. With a conversation intelligence solution, now you can really know.

Average Handle Time 100

Average Handle Time Sales Enterprise Contact Center 100

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