Think Customers

JANUARY 25, 2021

Leading contact centers will use Robotic Process Automation (RPA) to manage and simplify associates’ mundane, repetitive, and time-consuming tasks like identifying customers in the system, updating outdated information, and re-routing calls. FOUR: Cultivate empathetic customer-facing chatbots.

Trends 59

Trends Contact Center Chatbots Average Handle Time 59

TechSee

JUNE 25, 2019

In fact, Gartner predicts that by 2020, 85% of all customer interactions will no longer be managed by humans. Customer-facing AI technologies are especially relevant to assisting in customer identification, call classification/routing, chatbots and predictive personalization. Contact Center workload management.

Technology 122

Technology Customer Service Contact Center Gamification 122

VDS

SEPTEMBER 17, 2020

Emerging technologies help companies reduce average handle time (AHT), increase customer satisfaction (CSAT), and increase profitability. The idea is to let technology handle mundane tasks, nuisance calls, and authentication, so your agents can focus on everything else. Voice Biometrics reduces time and friction.

Virtual Agent 52

Virtual Agent Customer Service Self Service Contact Center 52

Interactions

FEBRUARY 13, 2019

In fact, Gartner predicts that by 2020, 25% of customer service and support operations will use Intelligent Virtual Assistant and chatbot technology across most engagement channels. One of the biggest challenges faced by contact centers is agent churn. Over time, agents get bored, disengaged, burnt-out and overwhelmed.

Average Handle Time 48

Average Handle Time Contact Center Customer Service Representative Chatbots 48

CSM Magazine

JUNE 1, 2018

Gartner recently found that by 2020, 55 percent of major brands will have some kind of AI initiative in place, many of which will be focused on customer service. With proper applications of machine learning and AI, contact centers can finally put that data to full use.

Customer Service 70

Customer Service Airlines Contact Center Average Handle Time 70

GlowTouch

JULY 10, 2020

In addition, integrating live chat into your support strategy allows for the possibility of chatbot integration at a future date — another excellent way to reduce the volume of routine support tickets through automation. Reduced resolution time means reduced costs. Reduced Costs. About GlowTouch. Tonya Morgan. Tonya Morgan.

Customer Satisfaction 52

Customer Satisfaction Average Handle Time Return on Investment Effort Score 52

Oracle

OCTOBER 1, 2019

A chatbot can fill that void, helping a retailer reach customers 24/7 and enhancing customer experience by answering commonly asked questions quickly and accurately. In addition, chatbots offer companies new ways to improve the customer engagement process while aiming to drive down the typical cost of customer service.

Chatbots 74

Chatbots Customer Service Virtual Agent Self Service 74