Bold360

SEPTEMBER 15, 2020

AI-powered chatbots seamlessly escalate customer interactions to live chat whenever an issue is too complex for the chatbot to handle. All context from the chatbot interaction gets passed on to the (live chat) agent, bringing her up to speed immediately. improvement in agent performance, and a 2.6x

Chatbots 90

Chatbots Net Promoter Score Virtual Agent Competitive Advantage 90

TechSee

MARCH 19, 2019

Modern contact centers are made up of a complex combination of humans and virtual assistants – using both natural and artificial intelligence – operating over multiple channels and using a wide range of tools to solve customers’ issues. Customer care center metrics in the era of self-service clearly require a different approach.

Self Service 146

Self Service Metrics Contact Center Virtual Agent 146

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.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74