Interactions

JUNE 10, 2022

Customers are busy and self-service provides a fast and efficient way for them to get things done. Consumers also recognize the benefits of using automated systems. The same survey also found that 64% of consumers would use a channel automated by AI to contact a business if they could get things done easier and more efficiently.

Self Service 62

Self Service System Consumers Multi-Channel 62

AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. These virtual agents can automate routine tasks as well as seamlessly elevate complex interactions to a live agent.

Self Service 67

Self Service Contact Center Virtual Agent Chatbots 67

Uniphore

JANUARY 21, 2022

Conversational AI and automation are rapidly modernizing today’s healthcare consumer experience. Healthcare service providers that have implemented these solutions are seeing significant returns on their investments with major improvements across all key metrics, including Medicare CMS and net promoter scores (NPS).

Healthcare 147

Healthcare Net Promoter Score Self Service Call Flow 147

Interactions

JULY 8, 2021

Today many brands are looking to improve customer experience and accelerate digital transformation by implementing Conversational AI applications–especially to support self-service in the area of customer care. And, consumers are open to using this type of automation and recognize the benefits.

Management 62

Management Self Service Call Flow Customer Care 62

Think Customers

JULY 8, 2019

based associates are legally required to assist consumers in their choices of health insurance, which can be expensive and hard to staff in different geographies. This leads to tenured, expert associates who can work with consumers more effectively. Companies essentially restart the process each year, accruing higher costs every time.

Insurance 40

Insurance Self Service Call Flow Average Handle Time 40

Magellan Solutions

AUGUST 16, 2021

Following Google’s announcement that its ads would generate over 30 billion calls last 2016, many declared that “call commerce” is still very much alive. That reference is to the inbound calls and high-value leads for a business. . Some 70% of consumers have used the click-to-call button in online ads.

Self Service 52

Self Service Contact Center Multi-Channel Omni-Channel 52

Natalie Petouhof

FEBRUARY 22, 2016

The combination of Contact Solutions advances the Verint Customer Engagement Optimization ™ portfolio with the addition of cloud-based solutions that enhance voice and mobile self-service through automation and analytics-driven personalization. Cloud-base Voice and Mobile Self-Service.

Self Service 40

Self Service Customer Experience Customer Service Omni-Channel 40