InMoment XI

NOVEMBER 20, 2023

By processing vast amounts of unstructured data, such as social media interactions and customer reviews, AI extracts valuable information that can be used to tailor products, services, and marketing campaigns to meet the evolving needs of the customer base. Customer Interaction AI is taking customer interactions to new heights.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

Comm100

APRIL 10, 2024

Delivers training and onboarding assistance to new customer service agents. At the end of the day, the only way we can truly improve the customer experience , AI solutions must improve providing services both from the agent-facing and customer-facing standpoints. Optimizes workflows to create a better, quicker service.

Customer Service 212

Customer Service Chatbots Analytics Customers 212

Comm100

MARCH 6, 2024

And far gone are the days when agents had little to no information about the customer they were speaking to and were restricted to serving one user at a time. The advent of live chat has revolutionized the customer experience, the agent experience, and overall productivity.

Abandon Rate 227

Abandon Rate Chatbots Customer Service Representative Knowledge Base 227

Comm100

MAY 23, 2023

Automated customer service refers to the use of technology that provides customer support without human assistance. In this blog, we will cover some of the most common automated customer service examples that you could adopt to improve your team’s and agents’ efficiency and productivity. What is customer service automation?

Examples 177

Examples Customer Service Chatbots Knowledge Base 177

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? Leveraging Technology in Conversational Commerce While the majority of conversational commerce interactions take place between the customer and a human agent, technology is playing a more central role.

Customer Experience 208

Customer Experience Chatbots How To Net Promoter Score 208

Comm100

JANUARY 17, 2024

This includes everything from answering frequently asked questions to routing customer inquiries to the appropriate department or agent. The goal is to streamline operations, reduce response times, and free up human agents to increase the team’s capacity.

Customer Service 187

Customer Service Chatbots Technology Interaction 187

TechSee

SEPTEMBER 7, 2021

When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center. Here are five innovative visual assistance use cases you should consider. Here are five innovative visual assistance use cases you should consider.

Self Service 191

Self Service Training Sales Consumers 191

TechSee

SEPTEMBER 21, 2023

As a Generative AI enterprise platform, Sophie AI is built to secularly observe, learn and interact at scale, helping your agents, engineers and end-customers. In contrast, Sophie AI is trained like today’s human agents and engineers. These chatbots demanded a lot of effort from users and administrators.

Meeting 109

Meeting Self Service Contact Center Virtual Agent 109

TechSee

FEBRUARY 23, 2023

Today’s customer service personnel are being asked to deliver higher quality service across more products, more complex products, and at more significant volumes than ever before. In response, many leaders in the industry are investing in increasing the skill levels of their contact center agents, often referred to as upskilling.

Contact Center 124

Contact Center Average Handle Time Training Video 124

Kustomer

MARCH 19, 2024

Summary : KIQ Agent Assist is now Generally Available. An AI-powered agent copilot built on top of our CRM. Increase CSAT by up to 17% and enhance agent efficiency by up to 65%. For over 9 years, Kustomer has been developing products and capabilities that place the customer at the center of the experience.

Self Service 69

Self Service CRM Knowledge Base Metrics 69

Uniphore

JUNE 10, 2021

Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. Along the way, we learned a lot about the obstacles customers and agents face today. 0% Security issues with Agents at Home. Drive Agent Satisfaction to Drive Customer Loyalty. 13% High Call Volume.

Call Center 246

Call Center Self Service Contact Center Case Study 246

CSM Magazine

APRIL 18, 2024

With traditional customer service methods, human agents can only handle a limited number of interactions at once. Chatbots and Virtual Assistants Customer service departments are increasingly deploying LLM-powered chatbots and virtual assistants. One of the main benefits of LLMs in customer service is increased efficiency.

Social Media 52

Social Media Chatbots Analysis Customer Service Representative 52

TechSee

AUGUST 15, 2021

Product warranty management has become an area of focus for many manufacturers. When a product breaks or does not function properly, the OEM is typically liable for the repair, replacement, or refund of that item according to the terms of the warranty. Using Visual Assistance as a Solution to Successful Warranty Cost Management.

Self Service 207

Self Service Management Video Contact Center 207

Magellan Solutions

APRIL 11, 2024

With highly trained agents available 24/7, you’ll enjoy top-notch customer service. Shopify telephone support refers to the customer service trained professionals provide to assist Shopify merchants and their customers over the phone. What is Shopify Telephone Support?

e-support 95

e-support Net Promoter Score Training Policies 95

Uniphore

JUNE 16, 2021

10 Agent Assist Superpowers That Reduce AHT and Boost NPS on Day 1. ??? AHT is the average length of time it takes an agent to complete a call. 67% of interactions involve a time-consuming diagnosis 60% of customer-assistance occupations are automatable* 30% of common call center tasks are automatable*. In fact, 67.4%

NPS 147

NPS Net Promoter Score Contact Center Self Service 147

TechSee

NOVEMBER 10, 2020

Shut down live assistance channels? Two words: visual assistance. Visual Assistance in Customer Service. Visual assistance allows users to instantly stream their mobile device camera or screen via web connection, for real-time, interactive visual engagement. Visual Assistance in the Contact Center. field services.

Self Service 207

Self Service Customer Service How To Contact Center 207

TechSee

MAY 19, 2020

Product registration – the process of capturing new customers’ information – enables brands to connect directly with consumers and engage with them during their relationship with the company. The challenge for brands is to get their customers to take that first step: register their products. Product registration process trends.

Self Service 207

Self Service Consumers Analysis Brands 207

Comm100

MARCH 20, 2024

Through this medium, they can engage with citizens in real-time, provide 24/7 assistance, and disseminate accurate and accessible information. 24/7 availability with accurate chatbots The integration of chatbots powered by artificial intelligence (AI) can provide 24/7 assistance to citizens.

Government 188

Government Communication Self Service Chatbots 188

Comm100

OCTOBER 26, 2022

With this in mind, we will look at some customer service best practices that help teams and agents provide this consumer experience. Chat concurrency also means that less support agents are required to handle a comparable number of requests compared to phone. Agent assistance.

Customer Service 130

Customer Service Policies Knowledge Base Social Media 130

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. Geared towards smaller-scale operations with fewer agents and lower call volumes.

Contact Center 106

Contact Center Self Service Omni-Channel CRM 106

Comm100

OCTOBER 17, 2023

They can handle basic queries, guide users, or escalate issues to human agents. Human-bot harmony – Balancing human personability with automation efficiency Crucially, all automation software must be balanced with human agent support. Ticketing Systems: Automatically create, assign, and track customer service requests.

Software 182

Software Chatbots Customer Service Knowledge Base 182

Comm100

JANUARY 11, 2023

The benefits of AI in customer service are many, including more efficient and highly personalized support for customers, unmatched availability, and improvements to agent workflows and support volume. Other customer service automation may provide agents with AI tools to help them provide faster or more accurate support.

Customer Service 203

Customer Service Self Service Chatbots Healthcare 203

Comm100

JANUARY 23, 2023

Bring this understanding of what your customers value highly into your CX governance process, advocating for them during decision-making that impacts changes to products, services, and operations. Centers will continue to leverage AI and automation to reduce live-agent interactions.

Customer Experience 301

Customer Experience Chatbots e-support Customers 301

Uniphore

AUGUST 6, 2021

Jacada’s Customer Assistant solution, combined with WhatsApp integration, helped to reduce call numbers and provide an enhanced digital customer experience. Almost immediately after the launch of Visual IVR on our national line, the number of calls reaching agents has reduced tangibly. About the Client. OUR APPROACH. Request Demo.

Self Service 130

Self Service Contact Center System Interaction 130

TechSee

JANUARY 24, 2023

While visual engagement often improves multiple KPIs within the call center, this article will focus on the relationship between the efficient use of visual assistance and the direct effect on AHT. Visual assistance is a valuable collaboration strategy, but we also want to ensure it is practically effective.

Engagement 109

Engagement Average Handle Time Call Center First Call Resolution 109

TechSee

MARCH 5, 2020

Managers will often focus on improving employee productivity to keep customers happy and costs down. However, if they are too successful at increasing productivity, their efforts can easily backfire. Overworking employees can actually drive up call center costs by causing burnout and leading to high agent turnover.

Call Center 145

Call Center Tools Knowledge Base Contact Center 145

Uniphore

NOVEMBER 19, 2021

How do businesses consistently deliver a positive, productive and compliant collections experience? For calls that need further assistance, automation can pass the context gathered from your IVA to your agents to help streamline resolution. By leveraging the power of conversational AI. Download Now.

Self Service 130

Self Service Financial Customer relationships Interaction 130

CSM Magazine

APRIL 22, 2024

As Laura Stevens, CCaaS & CRM Product Manager at Awaze, pointed out, their company is still in the early stages of integrating AI across different platforms and services. Conversational agents are expected to become more prevalent, enabling fully digital twin journeys that seamlessly integrate with human support when needed.

Omni-Channel 52

Omni-Channel Fashion Groups Culture 52

Uniphore

AUGUST 6, 2021

Jacada’s Customer Assistant solution, combined with WhatsApp integration, helped to reduce call numbers and provide an enhanced digital customer experience. Almost immediately after the launch of Visual IVR on our national line, the number of calls reaching agents has reduced tangibly. About the Client. OUR APPROACH. Request Demo.

Interaction 130

Interaction Self Service Contact Center System 130

Uniphore

DECEMBER 14, 2021

Enhanced accuracy for on-call assistance and post-call summaries. Improved agent productivity, performance and retention. Real-time upselling and cross-selling agent assistance. Fewer time-consuming manual tasks and less after-call work (ACW). Automated compliance and quality management analysis.

Average Handle Time 130

Average Handle Time First Call Resolution Analysis Consumers 130

TechSee

SEPTEMBER 29, 2020

Time – help agents resolve customers’ issue faster. Staffing – make sure agents are utilized as efficiently as possible. These are often requests for assistance with common, uncomplicated tasks such as operating a device, changing a password, or simple troubleshooting. Techniques to reduce call volume.

Call Center 196

Call Center Self Service Strategy Contact Center 196

TechSee

OCTOBER 9, 2018

Having grown up with the Information Superhighway, they will attempt to solve issues on their own via google, youtube or other online resource before contacting a company representative for assistance. Create a cohesive community where Millennials can connect and assist each other. 5 Enabling technologies to reach Millennials.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

TechSee

NOVEMBER 7, 2023

There are over 27 million Hotpoint products in UK homes, and offering exceptional CX is a big part of the organization’s success. Sending a technician to a customer’s house used to be a frequent occurrence after purchasing a product. ” Taylor Mumby, UK Digital Transformation Manager, Whirlpool Corporation.

Customer Experience 124

Customer Experience Call Center Innovation Social Media 124

SurveySensum

MARCH 8, 2024

Chat support offers real-time assistance, helping your company address customer queries, resolve issues promptly, and ultimately enhance customer satisfaction. The purpose of these scripts is to guide your agents through various scenarios, ensuring consistency, efficiency, and positive interactions. How can I assist you today?”

Customer Satisfaction 52

Customer Satisfaction Knowledge Base Customers Social Media 52

Magellan Solutions

APRIL 3, 2024

With BPO chat support, your customers can receive instant assistance through a user-friendly chat interface 24/7 at an affordable cost. By working with a top-notch BPO chat support provider, you’ll have access to skilled chat agents, incredible technology, and the ability to adjust your support team size quickly.

Self Service 96

Self Service Knowledge Base Exceptional Customer Service Training 96

TechSee

JUNE 29, 2023

The Value of AI in Customer Service One of the most significant advantages of AI-powered customer service is that it is available 24/7, allowing customers to receive assistance at any time of day or night. Once deployed, the LLM requires ongoing monitoring, optimizing, and retraining with new products or software version deployments.

Chatbots 202

Chatbots Customer Service Customer Service Representative Wait Times 202

Team Support

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. Level 1 customer support consists of staff who have a foundational knowledge of products and services.

Knowledge Base 105

Knowledge Base Leadership eBook System 105