Customer Care Customer Journeys Employee Experience Virtual Agent 
Bold360
SEPTEMBER 15, 2020
The strongest, most well-rounded omnichannel customer engagement strategies employ both live chat and chatbot integration to deliver a better, more scalable and 24/7 customer experience (CX) across channels, as well as a better employee experience (EX). improvement in agent performance, and a 2.6x
Playvox
MARCH 19, 2024
But as customers’ communication needs and preferences shifted, contact centers today provide omnichannel support. As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers.
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