NICE inContact

SEPTEMBER 5, 2019

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? It’s not surprising that many contact center leaders feel a little unsure of when, where or why to implement AI in their call center operations.

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Customer Care Contact Center Software Self Service Contact Center 137

Avaya

APRIL 10, 2019

80% increase in transactions handled by self-service apps. Virtual agents/chatbots – Computer-aided, virtual robots that address basic questions and functions to free human agents to handle more complex ones. AI is finding a comfortable home in the contact center. 45% improvement in customer ratings.

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71

Think Customers

MARCH 2, 2023

Workforce reductions are tempting in the face of economic headwinds but technology and customer experience experts urge contact center leaders to take the long view, and resist. Myron said other areas where contact centers will increase technology investment in 2023 include self-service automation and conversational AI/chatbots.

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Self Service Contact Center Average Handle Time Roadmap 52

Avaya

APRIL 15, 2019

So, in the early days of AI for DCX, companies are most focused on reducing costs in the contact center. However, early success metrics among those using AI show that customer ratings actually increased by 45% after they introduce AI, mostly in the form of chatbots. The Road to AI.

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Roadmap Customer Experience Self Service Chatbots 47

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Contact Center

Talkdesk

MARCH 24, 2020

Now, we’re going to dive into the different stakeholders within and outside of the contact center who will benefit from this evolution of the traditional knowledge base, and how you can use it to transform your customer experience. . In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base.

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Knowledge Base Self Service Net Promoter Score Average Handle Time 57

TechSee

MARCH 2, 2023

With new AI capabilities and compelling use cases being demonstrated daily, the service industry looks forward to a new generation of AI providers that answer their needs for high-quality service automation. How can your organization help me to refine and meet my service automation objectives today and further down the road?

Self Service 109

Self Service Roadmap Resources Meeting 109