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The Future of Intelligent Decision Support Systems in Contact Centers

TechSee

This article underlines the value of DSS in customer service and focuses on the potential computer vision brings to call/chat centers, where providing a positive customer experience (CX) at scale is critical to success in the current competitive business climate. Current state of DSS in contact centers.

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Amplify Customer Experience in Retail with Conversational AI

Lumoa

Another great idea to explore is offering a digital sales agent that is voice-enabled. In turn, the virtual agent may respond with talk-back capability, allowing seamless B2C interaction. Set up chatbots for a 24/7 contact center. Your virtual sales agent is already well-equipped to deal with this.

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Steering the Shift to Conversational IVR

TechSee

The adoption of conversational AI platforms will reduce the need for separate hierarchical IVR systems, which are menu-based and are rarely used as a front end for business applications outside of the contact center. Here are some tips to hit that sweet spot. Adding vision to the mix.

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2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year?

Comm100

That is why reducing customer effort was voted the number one priority for contact centers in 2018. This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018.