Lumoa

JUNE 23, 2021

According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022. Advanced Self-Service Tools According to studies, consumers are increasingly becoming self-reliant, preferring to use self-service channels such as live chat (42%) and chatbots (86%) rather than contacting customer support.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

BlueOcean

JANUARY 9, 2018

Password resets, changed addresses, parts ordering, status updates, appointment setting, and more are straightforward calls that can easily be addressed by virtual agents or chatbots. Ultimately, however, the ROI on AI in the contact center will be a massive motivator.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

TechSee

MARCH 7, 2022

Reducing the burden of call volume for simple, repetitive tasks gives agents more time to resolve complex customer issues. AI-powered customer service solutions are cost-saving and drive higher ROI as customers have come to expect and rely on accessible 24/7 digital support. Employee Experience. Customer Self Service Examples.

Self Service 109

Self Service Examples Customer Service Representative Virtual Agent 109

TechSee

NOVEMBER 19, 2019

Conversational AI platforms – better known as chatbots – have become the go-to technology for automating and scaling simple customer episodes. These new platforms are projected to deliver annual savings of $8 billion by 2022. Customers can now use text, voice and images to help a virtual agent understand their problems.

Self Service 19

Self Service Insurance Effort Score Customer Journeys 19