Comm100

SEPTEMBER 28, 2022

Looking to improve your customer service? Before you begin making changes to your service delivery and your staffing practices, it’s important to understand how your organization compares against industry. Live Chat Benchmark Report 2022. Are your live chat agents swamped? Customer Story. Click here.

Measurement 238

Measurement Average Handle Time Wait Times How To 238

Eptica

JULY 18, 2018

Author: Neil Cox - Account Manager By 2021, 15% of all customer service interactions will be completely handled by AI - an increase of 400% from 2017. And by 2022, 72% of interactions will involve an emerging technology such as machine-learning, chatbots or mobile messaging - up from 11% in 2017.

Self Service 63

Self Service Chatbots Technology Interaction 63

Eptica

MAY 31, 2017

Date: Wednesday, May 31, 2017 Artificial intelligence and the rise of augmented agents in customer experience. Published on: May 31, 2017. AI will radically change how customer service teams operate, with Gartner predicting that it will disrupt the jobs of 1 million phone-based customer support agents by 2020.

Customer Experience 52

Customer Experience Self Service Chatbots Consumers 52

Team HGS

AUGUST 22, 2017

HGS Webinar: Reinventing the Customer Service Model Using Bots&Brains™. Artificial intelligence (AI) has been an area of increasing investment, with the AI market poised to grow to $40 billion by 2022, according to Market Research Store. Bots help us do this. Wed, 08/23/2017 - 11:53. Customer Experience.

Customer Service 52

Customer Service Chief Customer Officer Average Handle Time Social Media 52

Comm100

APRIL 22, 2023

In 2022, 4 million fewer people in America enrolled at a college than ten years ago, and this trend doesn’t seem to be changing. Even before COVID-19, distance learning grew around 40 percent from 2012 to 2017. The only cost-effective way that schools can offer this kind of around-the-clock support is with a chatbot.

Strategy 29

Strategy Chatbots Omni-Channel Social Media 29

SurveySparrow

FEBRUARY 6, 2020

According to Gartner, SaaS revenue is expected to hit a whopping 151 billion dollars by 2022 , and if that’s the case the new decade is going to be a spectacular one for SaaS enterprises. The ascent of AI has powered a massive disruption in the industry since 2017 and without a shadow of a doubt, AI is going to prevail through this decade.

Trends 107

Trends Sales Software Study 107

Kitewheel

JANUARY 4, 2019

Kitewheel also saw a surge of interest from brands and agencies in markets that are just beginning to bring customer journeys to life. As we reported in our State of the Customer Journey 2018 , new channels, like chatbots came into focus and we saw an increase in the number of businesses ready to adopt more mature journey approaches.

Customer Journeys 45

Customer Journeys Analytics Trends Customers 45