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How Will Virtual Agents, Robots, RPA, and New Technology Impact Your Contact Center?

West Monroe

Contact centers will continue to get smaller and smarter as self-service, automated engagement, and digital operations mature. It leads an intelligent conversation with customers and responds to questions. Virtual Agents get smarter over time, and free up time for live agents to handle more difficult and emotional issues.

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Build an AI-powered virtual agent for Genesys Cloud using QnABot and Amazon Lex

AWS Machine Learning

The solution discussed in this post enables customers to interact with a voice bot backed by a curated knowledge base in a natural and conversational manner. Customers can get answers without having to wait for a human customer service representative, thereby improving resolution time and customer satisfaction.

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6 Ways to Take the Lead in Customer Self-Service

Tricia Morris

When ignored, self-service content quickly becomes dated and/or inaccurate, and use and customer satisfaction swiftly decline. Leaders not only maintain their self-service offering; they add to, delete or revise based on usage reports, customer feedback, ratings and keyword searches. and how to measure ROI.

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Why Do Contact Centers Need A Chatbot More Than Ever?

NobelBiz

A chatbot, also known as an intelligent virtual agent, is a program that can do activities independently while communicating with humans over a communication channel. Typically, contact centers would use a chatbot to increase sales or improve customer service via messaging services or boost their communication channel presence.

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100+ Customer Service Statistics & Facts of 2019

ProProfs Chat

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. Doing so will give the customers the impression that brands care for them.

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Are you Underestimating the Importance of a Customer Service Experience Improvement Plan?

Bold360

CX is so much more than customer service. Providing a good customer service is definitely a part of CX. The first time a customer encounters your business, it might well be with a customer service representative, either on the phone, on your website, or in person. Virtual Agents.