Talkdesk

MARCH 24, 2020

An increasing number of customers prefer to use self-service channels to get their questions answered, and they want that information delivered in a truly personalized way. Knowledge base admins realize the same benefits from an AI-powered solution.

Knowledge Base 57

Knowledge Base Self Service Net Promoter Score Average Handle Time 57

CSM Magazine

MARCH 18, 2021

Poor customer service and perseverance in long waiting loops – what we have begrudgingly accepted as the norm can be changed with the help of modern AI software. Cognigy , an internationally successful pioneer in customer service automation, offers one of the leading Conversational AI platforms (think voice- and chatbots).

Customer Service 75

Customer Service Virtual Agent Chatbots Contact Center 75

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. Customer service has the power to make or break a company. Use Technology for Self Service. Read Shep’s latest Forbes Article: The Customer, Not Santa, Is Bringing You A Gift.

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44

Kustomer

FEBRUARY 6, 2024

Includes an integrated knowledge base, facilitating self-service and empowering customers to find solutions independently. Built-in Chatbots: Has advanced chatbots for efficient customer interactions, ensuring quick responses and improved customer engagement. It has a knowledge base and self-service portal for FAQs.

Software 98

Software Self Service Omni-Channel Knowledge Base 98

Bold360

NOVEMBER 30, 2016

If you’ve spent any time on the web reading the latest insights on customer service and marketing, you’ve likely heard a lot of chatter about chat bots. If you realize the value chat bots could offer your business but aren’t sure how to go about developing a strategy, this guide is for you.

Chatbots 40

Chatbots Strategy Self Service ROI 40

CSM Magazine

JUNE 16, 2023

Automated chatbots handle simple queries, while AI assists human agents in resolving complex issues on the spot. Chatbots: redefining CX Imagine a world where people can have their problems addressed instantaneously, without navigating cumbersome menus or waiting for a human to deal with an issue.

Customer Service 52

Customer Service Virtual Agent Chatbots Multi-Channel 52

UJET

MARCH 22, 2021

We won’t just guide them to the right agent: We’ll guide them to the right channel. We’ll guide them to answers for more self-servicing and deflection. We’d consider a lot of these to be AI point solutions like chat bots that get added onto existing IVR systems, and there can be considerable cost associated with these.

Virtual Agent 82

Virtual Agent Self Service Contact Center Customer Journeys 82

NobelBiz

FEBRUARY 21, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. This article will cover 10 of the most important and impactful call center trends you need to follow in 2023.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. This article will cover 10 of the most important and impactful call center trends you need to follow in 2023.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

Bold360

AUGUST 24, 2017

Virtual Agents. A powerful and effective tool to manage these problems comes from virtual assistants and chatbots. Additionally, chatbots utilize live chat, which is the favored tool for interacting with businesses by 56% of users aged 18-34. Customer Service Improvement Means More Digital Self Service.

Self Service 68

Self Service Customer Service Customer Experience Social Media 68

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. In this in-depth article, Reina G. Lampton look at the state of customer service in the digital age. As intelligent automation draws useful insights from purchasing and retail trends, businesses can use this data to improve overall service.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52

AWS Machine Learning

JULY 18, 2023

Amazon Lex is a service that allows you to quickly and easily build conversational bots (“chatbots”), virtual agents, and interactive voice response (IVR) systems for applications such as Amazon Connect. Today, a bot developer can improve self-service experiences without utilizing LLMs in a couple of ways.

Self Service 85

Self Service Chatbots Resources Knowledge Base 85

Comm100

FEBRUARY 16, 2018

Improving the agent experience isn’t the only way that companies are looking to remove friction from the customer experience. Advances in messaging, such as WhatsApp’s up-and-coming developments and the rise of social media Chatbots also make it easier than ever for businesses to serve their customers through this platform.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102