Kayako

MAY 13, 2022

In fact, 79% of US consumers say they have used a self-service portal for customer service, and 88% of customers expect companies to have self-service options. 65% use self-service channels because they like the convenience and don’t want to talk to agents or wait on hold to do simple routine tasks. Discover Kayako Self Service.

Self Service 275

Self Service Knowledge Base e-support Policies 275

Lumoa

NOVEMBER 30, 2022

Now, technologies such as AI and machine learning are driving highly personalized customer experiences. For many, the answer is found in conversational AI. Are you new to the world of conversational AI, or are you an expert simply looking to brush up on your knowledge? Incorporate a digital sales agent.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. There’s always something to be learned from your industry peers, especially if they enjoy the support of a large customer base. Thanks to its expansive nature, CX strategies are constantly in flux.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

NICE inContact

OCTOBER 9, 2019

Everybody’s talking about artificial intelligence (AI) ! But if you’re like most, you’re wondering how to harness AI’s amazing potential and incorporate it into your contact center in ways that will benefit customers, agents and the organization. In fact, you may be wondering where and how to start. Don’t miss this exciting webinar!

Self Service 136

Self Service Contact Center Customer Journeys Innovation 136

ShepHyken

OCTOBER 19, 2018

This week we feature an article by Lindsay Tjepkema who shares how people are using AI strategies and the impact they are having on the world of CX. – Shep Hyken. Introduction: AI in CX. _. Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways.

Customer Service 111

Customer Service e-support Chatbots Automotive 111

AWS Machine Learning

FEBRUARY 13, 2024

Self-checkout process BigBasket introduced an AI-powered checkout system in their physical stores that uses cameras to distinguish items uniquely. The BigBasket team was running open source, in-house ML algorithms for computer vision object recognition to power AI-enabled checkout at their Fresho (physical) stores.

Training 104

Training Gamification Data Innovation 104

NICE inContact

SEPTEMBER 25, 2019

Artificial intelligence is one of the hottest topics today and nearly every C-level executive is eager to understand how AI will transform their business. Only about a third of the customers are willing to use bots and virtual assistants to interact with companies AI is not a customer pleaser, yet! Evaluate AI technologies critically.

Contact Center 136

Contact Center Self Service Guidelines Chatbots 136

ShepHyken

JULY 12, 2019

This week we feature an article by Hugues Meyrath who says that by integrating machine learning and AI capabilities into your processes, you can optimize the performance of your facilities and staff to drive a positive customer experience. He shares some examples of how this technology can be a difference-maker.

Customer Experience 108

Customer Experience How To Roadmap Analysis 108

NobelBiz

APRIL 2, 2024

In this comprehensive article, we’ll explore the world of Enterprise Contact Center Solutions, learning about key features, top providers, types, on boarding processes and more. Geared towards smaller-scale operations with fewer agents and lower call volumes.

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. The hype around AI is high, but it may seem unclear to businesses, whether they’ll benefit from it themselves. In fact, LG pledged to include AI in every home appliance they make.

Self Service 74

Self Service Chatbots Social Media Insurance 74

NICE inContact

MARCH 11, 2019

With all the hype and promised potential of AI , how much of that will really come to life? The potential of AI – more so, the reality of AI – becomes even more believable as we experience it ourselves. The potential of AI – more so, the reality of AI – becomes even more believable as we experience it ourselves.

Self Service 160

Self Service Healthcare Chatbots Customer Retention 160

ShepHyken

DECEMBER 28, 2018

This week we feature an article by Pradeep Rathinam who writes about how we must understand what the large population of millennials expect when it comes to customer service. – Shep Hyken. And, AI will deliver those insights , along with instant gratification, so it’s a win/win. Compare that with 10-15 hours of screen time!

Self Service 99

Self Service Customer Service Fashion Groups 99

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Magazine, Forbes, U.S. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Kustomer

SEPTEMBER 12, 2023

From AI-enhanced selfies on social media, to the 2023 launch of ChatGPT (and even a 2-minute, satirically acclaimed text-to-video remake of “The Lord of the Rings ”) — generative AI in particular seems to be the internet’s shiny new toy. What is Generative AI? All of a sudden, the term ”artificial intelligence” is everywhere.

Self Service 52

Self Service Chatbots CRM Social Media 52

AWS Machine Learning

AUGUST 16, 2023

This is a guest blog post co-written with Ben Veasey, Jeremy Anderson, Jordan Knight, and June Li from Travelers. Training machine learning (ML) models to interpret this data, however, is bottlenecked by costly and time-consuming human annotation efforts. One way to overcome this challenge is through self-supervised learning (SSL).

Training 73

Training Multi-Channel Travel Innovation 73

AWS Machine Learning

JANUARY 26, 2024

Generative artificial intelligence (AI) applications built around large language models (LLMs) have demonstrated the potential to create and accelerate economic value for businesses. Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications.

Government 126

Government Training Data Policies 126

ShepHyken

JUNE 16, 2017

This week we feature an article by Felix Winstone who says that while technology has impacted our approach to customer service, the oldest channel of communication, voice, is the most important. Self-service, web chat and chat bots gain in popularity. Will artificial intelligence (AI) change this? Shep Hyken.

Chatbots 84

Chatbots Self Service Customer Service Interaction 84

NICE inContact

JANUARY 24, 2018

All are enjoying the benefits of smooth implementation of new features and the enhanced functionality that comes with each new, easily-deployed release. If one was to choose a subject that emerged as a unifying theme across the contact center market in 2017, it was artificial intelligence (AI). So, what comes next? Plan to join us!

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Artificial Intelligence (AI): AI revolutionizes call centers by enabling smarter interactions and predictive insights. Hold queues and smart call routing play a pivotal role.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

ShepHyken

MAY 15, 2023

In this blog post, we’ll explore why it’s essential to connect NPS initiatives to financial success, how insights from top CX and NPS influencers can help, and identify specific links that companies can look for between NPS and financial performance. Can AI Deliver A Customer Experience Like A Grandmother Would?

Net Promoter Score 65

Net Promoter Score Self Service Customer Service NPS 65

NobelBiz

MARCH 26, 2024

Customer Experience Automation can encompass a range of technologies such as AI and Machine Learning, Chatbots and IVR Systems, Data Analytics and Insights. Predictions suggest that 40% of customer interactions will be automated through AI and machine learning, emphasizing the importance of CX automation.

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 52

Beyond Philosophy

AUGUST 4, 2022

Artificial Intelligence (AI) is such a promising technology. The Zoom meetings feature research-active faculty from across the globe and from all academic disciplines and are designed to enhance organizations’ economic, environmental, and social outcomes. Dr. Turner explains that AI decides the “Y” of an outcome.

System 148

System Social Media Video Technology 148

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Most of us think chatbots are sophisticated, AI-powered self-learning bots that leverage some form of advanced language processing to understand the customer’s intent and find a relevant answer.

Chatbots 76

Chatbots Social Media Healthcare Study 76

AWS Machine Learning

SEPTEMBER 28, 2023

In either case, as knowledge management becomes more complex, generative AI presents a game-changing opportunity for enterprises to connect people to the information they need to perform and innovate. To help tackle this challenge, Accenture collaborated with AWS to build an innovative generative AI solution called Knowledge Assist.

Knowledge Base 99

Knowledge Base Chatbots Self Service System 99

ShepHyken

MARCH 9, 2018

This week we feature an article by Gemma Baker who writes about how the customer service world has changed with the development of digital communication channels. – Shep Hyken. Encouraging self-help can also increase visitor satisfaction as they receive the information they required quickly and easily. Human vs Bot.

Customer Service 75

Customer Service Knowledge Base Chatbots Social Media 75

Comm100

DECEMBER 7, 2021

If you’re reading this blog, you’ve likely learned of the benefits of chatbots and now need to choose the best chatbot for your school. (If AI chatbots in higher education can handle a lot of inquiries and tasks, but you shouldn’t expect bots to handle everything. AI chatbots.

Chatbots 130

Chatbots How To Measurement Wait Times 130

ShepHyken

JULY 21, 2017

This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. Are They Willing to Continuously Learn. Besides writing and multitasking skills, it is necessary to find an agent who is ready to invest his or her time and learn about new things. – Shep Hyken.

How To 92

How To Software Knowledge Base Tools 92

Comm100

JUNE 23, 2022

With so many institutions choosing Comm100, it’s clear that Comm100 Live Chat’s security, features, and integration possibilities are perfect for higher education. In this blog, we’ll look at the top reasons why universities and colleges are choosing Comm100 Live Chat. Security & compliance .

Chatbots 196

Chatbots Self Service Video Wait Times 196

AWS Machine Learning

NOVEMBER 16, 2023

This is a joint blog with AWS and Philips. One of the key drivers of Philips’ innovation strategy is artificial intelligence (AI), which enables the creation of smart and personalized products and services that can improve health outcomes, enhance customer experience, and optimize operational efficiency.

Healthcare 92

Healthcare Government Innovation Training 92

AWS Machine Learning

MARCH 6, 2024

Similarly, pLMs are pre-trained on large protein sequence databases using unlabeled, self-supervised learning. All of the code featured in this post is available on GitHub. You can also find more examples of using machine learning to predict protein properties in the Awesome Protein Analysis on AWS GitHub repository.

Training 96

Training Examples Data How To 96

SurveySensum

NOVEMBER 3, 2023

In this blog, we’ll explore seven customer service trends for 2024. So, before moving on to the trends, let’s have a glance at how AI can further enhance customer service. Nowadays customers expect swift and personalized responses, and AI is the key to meeting your demands while keeping businesses competitive.

Trends 52

Trends Self Service Customer Service Chatbots 52

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? Everyone is talking about Artificial Intelligence (AI) and how it has emerged as one of the most significant technological innovations in recent years, revolutionizing various industries and opening up a world of new possibilities.

Customer Experience 52

Customer Experience Social Media Analysis Loyalty 52

Lumoa

AUGUST 8, 2023

So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys! In the visual above, we see Lumoa’s AI in action, determining whether parts of a comment are positive, negative, or neutral.In

Analysis 208

Analysis Survey Feedback How To 208

BirdEye

MARCH 29, 2024

That’s why we’ve created this blog that features seven networks that every realtor should be a part of. You’ll learn how to craft a real estate social media strategy that’s not just good but great—bringing in new business. Learn how to create a LinkedIn Business Page that drives results.

Social Media 59

Social Media Tips Sales Advertising 59

Upstream Works

JULY 16, 2021

To address this, contact center leaders need to think about innovation and emerging technologies like Artificial Intelligence (AI) and how cloud-based contact center solutions enable them to keep pace. Learn more about our omnichannel contact center solutions here. AI Puts You Ahead of the Curve.

Contact Center 78

Contact Center Innovation Self Service Customer Journeys 78

Kustomer

JUNE 30, 2022

In this blog, we’ll examine the difference between reactionary and proactive support styles and walk through five of our favorite proactive customer support examples from major brands like Airbnb and Netflix. Customer support is no longer a “nice-to-have” feature. New Feature Tours. What Is Proactive Customer Support?

Examples 95

Examples Self Service e-support Chatbots 95

GetFeedback

JANUARY 15, 2020

Each month we’ll be featuring an interview with one of these CX Ambassadors, revealing their successes, challenges, and pains. Our first interview is with the amazing Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. . In addition, we have two self-service leads and seven content creators. .

Self Service 150

Self Service Culture Feedback Government 150