Upstream Works

DECEMBER 11, 2018

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. Not surprisingly, along with an increase in chat is an increase in self-service overall. AI, Bots & RPA.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

CSM Magazine

AUGUST 4, 2021

These shifts in behavior represent huge potential savings when self-service works effectively. Consider this: of people who reached out to a contact center, 73% had tried a digital channel first, according to the Verint Experience Index (VXI): Banking report published earlier this year. That translates into $1.6

Banking 52

Banking Self Service Customer Experience Contact Center 52

AWS Machine Learning

NOVEMBER 27, 2023

We focus on the following major updates in this post across key AI services: Amazon Transcribe now offers FM-powered language support across over 100 languages to unlock rich insights. All existing and new customers using Amazon Transcribe can experience the performance improvements out of the box, without any API changes.

Self Service 89

Self Service Contact Center Analytics Effort Score 89

Pointillist

OCTOBER 22, 2018

Use Artificial Intelligence to Better Understand the Customer Experience Data You’re Gathering. Customers today interact with companies in a variety of ways, leaving a massive trail of experience data in the form of call recordings, chat transcripts, comments on websites, and more.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40