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This Call May Be Recorded: How Conversation Intelligence Is Transforming the Contact Center Industry

BlueOcean

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. It can also help diagnose what’s happening when call times are too long or when there’s too much silence on the line.

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Top 5 Conversational Automation Considerations for Healthcare CX Providers

Uniphore

Using real-time data—including emotion, sentiment and intent analysis—AI-powered systems are substantially shortening and simplifying complex patient and member journeys. Conversational AI and automation are rapidly modernizing today’s healthcare consumer experience.

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How Can Payers Improve Member Experience and Efficiency at the Same Time?

Uniphore

Conversational AI and Automation Optimize Experiences and Reduce Costs Optimizing the member experience starts by understanding and optimizing every conversation before, during, and after an agent/consumer interaction — from self-service to agent assistance to after-call follow-up and post-interaction analytics. Better health outcomes.

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Customer Experience Metrics That Keep the Pulse on Friction-Free Support

Kayako

If you are getting 10,000 support conversations, but only completing 1,000, your team is either dealing with: A massive amount of spam (or other issues) – if you work on clearing that up, it will save all your staff a huge amount of time. Producing better self-service content to deflect some of the conversations is one solution.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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5 Ways to Add Convenience to the Customer Experience

Kustomer

They saw reduced average handle time, an increase in the number of customer conversations had, and an overall more convenient customer experience. Self-Service Tools. Self-service empowers customers to find answers, how-to tutorials and other support content without ever having to interact with agents.

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Future State of the Contact Center: ChatGPT in Customer Experience

BlueOcean

This is the underlying philosophy of our digital customer experience support solutions , driven by AI, machine learning, chatbots, and intelligent self-service. Value comes from focusing energy and resources on complex customer care scenarios that require human insight and human decision-making.