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From Knowledge Base to Virtual Agents: The Shift to AI-powered Self Service


Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. Is it cost reduction?

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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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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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Customer Self-Service: Pros, Cons, Examples


AI-powered tools and software provide multiple touchpoints with the customer, breaking the mold of traditional customer service methods and enabling customers to choose their communication platform for proactive solutions. Conversational Platforms.

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How Artificial Intelligence Will Shape Customer Service in 2022 and Beyond

CSM Magazine

Rather than waiting for a customer service representative to answer the phone or react to an email, AI-enabled chatbots and virtual agents are constantly accessible and can respond to consumer enquiries in minutes, if not seconds. Much More Proactive Service. Faster Response Times.

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How to Create a Patient-centric channel deployment


If at any time the conversation needs to be transferred to a customer service representative, the entire context of the patient’s conversation moves with the patient so the agent can easily pick up and continue to resolve the issue in an efficient manner. Improve Agent Productivity & Engagement.

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100+ Customer Service Statistics & Facts of 2019

ProProfs Chat

Even though fewer customers may be experiencing problems, more customers are inclined to complain about customer service problems than ever before. 44% of consumers say they received the wrong answer from a customer service representative in the past. Great Customer Service Statistics.