Uniphore
AUGUST 12, 2021
Today’s most popular assistants offer a multimodal experience — the ability to interact on multiple channels — and are a major leap from the voice-only assistants that dominated the market just a few years ago. The same holds true in the contact center. How to build a smarter IVR with a multimodal user expereience.
AWS Machine Learning
MARCH 31, 2023
Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. These options are unsatisfying to callers who just want to ask an agent a question to get an answer quickly.
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TechSee
SEPTEMBER 21, 2023
However, today’s early Generative AI solutions lack context, and deliver a poor user experience. This allows field service teams to learn from the contact center, the contact center to learn from customer self-service, and management to gain a 360° view of all service interactions.
CSM Magazine
SEPTEMBER 17, 2020
Conversational AI (aka intelligent chatbots or virtual agents) combines artificial intelligence (AI) and automation to streamline customer interactions across channels. Simplifying the creation and maintenance of virtual agents across the enterprise is critical. Essentially, it is what makes a Virtual Agent smart.
Uniphore
JULY 21, 2021
Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? See where your contact center makes its mark or could use a little improvement. An “outside in” approach requires you to think about the user experience as you design, rather than just basic functionality.
AWS Machine Learning
AUGUST 30, 2023
QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. Generated answers can be modified to create the best experience for the intended channel.
BlueOcean
FEBRUARY 24, 2016
One of our most popular blog posts focuses on which contact center predictions from the past few years have come true in the world of outsourced customer service. In fact, a Gartner survey found that 89% of business leaders soon expect competition to be entirely based on customer experience, compared to just 36% several years earlier.
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