Virtual Agents in the Contact Center: Data Gathering Made Easy

NICE Systems

When it comes to reducing expenses within contact center operations, one of the best ways to do so is to reduce the amount of time that live agents spend on the phone. These repetitive calls often come in high volumes, but are low-value, tedious conversations that simply bog down live agents.

Virtual Agents in the Contact Center: Automate One Routine Call Type at a Time

NICE Systems

The biggest challenge facing every contact center is agent churn. Many agents are bored, unengaged, and generally unhappy, and they churn at a rate of 33% across all industries. As a contact center leader, you work extremely hard to mitigate these challenges, but because you are pulled in many different directions, it is tough to keep your best agents. Not to mention, technology constraints can sometimes make it difficult to improve the agent experience.

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

TechSee

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. Drivers for customer self-service. Organizations generally implement self-service tools within their customer support processes as a response to a business challenge. The rise of Artificial Intelligence in customer self-service.

Virtual Agents are Automating the Contact Center: Natural Language Greeting & Intent Capture

NICE Systems

With all of the new improvements and changes in modern day customer service technology, it’s no surprise that customer expectations have evolved to follow suit as well. Customers want better and faster self-service options, especially in the voice channel thanks to the popularity and increased adoption of conversational home/personal assistants. This is the first of four ways that virtual agents are automating the contact center.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. Intelligence in the Customer Engagement.

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

West Monroe

These intelligent agents are making our lives so easy. Yes, life has changed and so have customer’s expectations. Customer experience comes down to your perception of your interactions with a company. It leads an intelligent conversation with customers and responds to questions.

Verint CEO Dan Bodner Will Deliver AI and Customer Engagement Keynote

Verint

Verint’s Dan Bodner, CEO, will present the opening keynote “Artificial Intelligence—Applications and Customer Engagement” at The Center of Excellence, Wireless and Information Technology (CEWIT) conference on November 7 at Stony Brook University’s CEWIT facility in Stony Brook, New York. Customer engagement has become a priority for many companies worldwide—and a strategic objective for companies seeking to create brand differentiation based on superior customer service.

AI Will Mold Future of Customer Service: Verint CEO

Verint

A recent Newsday article spotlighted Verint CEO Dan Bodner describing how artificial intelligence will help shape the future of customer service. This translates to organizations such as banks placing a high value on customer engagement. “To To create a competitive differentiation, banks need to focus on engaging customers,” he said.

Automation and AI: Game Changers for Your Customer Engagement Strategy

Verint

Leading enterprises recognize that the effective adoption and implementation of automation and artificial intelligence (AI) solutions within their customer engagement operations can be game-changing for the enterprise, potentially yielding higher revenue, lower operating costs and greater customer satisfaction. The combination of automation, AI and some creative planning can create new opportunities that can revolutionize customer engagement.

Automate Contact Center Outbound Calls and Texts for Positive ROI

NICE Systems

For many companies, making outbound calls and texts to customers makes up a large volume of everyday work that their live agents handle today. Outbound calls and texts are used in a variety of ways, such as to preempt situations or to keep customers up-to-date. They are often used to remind customers about important or upcoming appointments, deliveries, and confirmations, typically helping businesses run smoothly.

5 Best Practices for AI Self-Service Without Compromise

Speaker: Tom Lewis, CEO of SmartAction

Millennial Generation Customer Service – The Ultimate Guide

TechSee

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. Consider a native app with special features to improve engagement, customer stickiness, and overall service.

What Can Your Business Learn about CX from the Latest in Smart Technology?

Bold360

A survey of 97,000 customers showed that the most impactful way that businesses could improve is by making their customer’s lives easier. The goal should be improving on the status quo for an effective yet simple customer experience. These allow customers to adapt the ambience of the changing room, choose items and sizes directly from the mirror itself, and interact with sales assistants who can help them with their purchases. Putting the Customer in the Driver’s Seat.

What Can Your Business Learn about CX from the Latest in Smart Technology?

Bold360

A survey of 97,000 customers showed that the most impactful way that businesses could improve is by making their customer’s lives easier. The goal should be improving on the status quo for an effective yet simple customer experience. These allow customers to adapt the ambience of the changing room, choose items and sizes directly from the mirror itself, and interact with sales assistants who can help them with their purchases. Putting the Customer in the Driver’s Seat.

4 Reasons Your Customers Won’t Reach Out to Customer Service

GetFeedback

To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support.

Buddy. You’d better build a better bot

Jacada

The proliferation of ‘Chat Bots’ or Virtual Agents has rapidly created a new frontier of competitive advantage, or one that carries with it severe penalties. If your Bot or VA just isn’t good enough, sure as eggs is eggs, your customers will drop you. Read More. Jacada Blog

CX Thought Leaders

Cyara

For customer service and sales, AI is being implemented in chatbots, robotic process automation, virtual agents, and many more technologies. But the jury is not out on AI when it comes to customer experience. Artificial Intelligence (AI) is all the rage.

Buddy. You’d better build a better bot

Jacada

The proliferation of ‘Chat Bots’ or Virtual Agents has rapidly created a new frontier of competitive advantage, or one that carries with it severe penalties. If your Bot or VA just isn’t good enough, sure as eggs is eggs, your customers will drop you. Read More. Jacada Blog

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

NICE Systems

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. Unify to Deliver Immersive Customer Experiences. Prepare For The Future of Customer Experience.

Will AI Take Humans out of Customer Service in The Near Future?

Provide Support

How many changes will 2018 bring about for those in customer service? Are chatbots and virtual agents likely to replace humans any time soon? And if so, what does the future hold for human CSRs and what will be the role of AI in customer service then?

How to Achieve Personalized Customer Service with AI Tools

TechSee

Personalization as a driver in customer service. For organizations to succeed in creating a truly personalized CX, innovative approaches must be implemented that resonate deeply with customers so that they feel valued and appreciated. Examples of AI-Driven Personalized Customer Service.

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AI and Customer Care: The Future is Here

BlueOcean

Siri, Alexa, and OK Google… these are the virtual interactions that Sci-Fi movies have portrayed for decades past. Long gone are the days when customers almost expected to experience IVR hell and would pretty much tolerate jaw-dropping wait times. How Will AI Impact Customer Experience?

Building The Cognitive Organization: AI-Ready Information (Part One)

North Highland

You need information to support automation and to build both types of AI machines: 1) machine learning algorithms and 2) virtual agents. Building virtual agents that work with humans, like chatbots, requires content (i.e.,

Most AI Chatbots will Fail, and That’s Okay!

NICE Systems

Chat is a favorite interaction channel for customers and is increasingly offered as an option on websites and mobile apps. It often eliminates the “on hold” frustration of voice calls and lets contact centers increase productivity by having agents work with 3 or 4 customers at the same time. Chatbots are the most common application of AI for customer self-service and are not as successful (yet), as the hype would indicate.

AI in Customer Service – How to Deliver Real Value Now

TechSee

The customer service industry, in particular, pinned high hopes on AI, expecting that upon its introduction to the market, smart machines would truly transform the customer experience. In 2017, all eyes were on chatbots and virtual agents – the assumption being that they would take over a significant part of the customer interaction and deliver real value in communicating with customers. Virtual Agents.

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. Latest Customer Experience Trends.

SUPER AGENT – Helping Chatbots Work Smarter

TechSee

Customer Service centers have placed high hopes on chatbots, investing large sums in the technology’s automated ability to help customers help themselves. Take a peek into the latest issue of Super-Agent: The contact center is at its wits end. It’s Super-Agent to the rescue!

Build your business case to invest more in customer experience – Learn the metrics that move the needle

NICE Systems

In part one of the blog series, we looked at a framework for building a strong business case to invest in customer experience technologies. Call it any name NPS score, CX score or calculate it any which way, they all point to happy, satisfied customers.

Call Deflection strategies in the age of self-service

TechSee

Call deflection is the process of routing a customer enquiry to an alternative service channel. The goal is both to ensure customers receive the answers they are seeking in the most efficient manner and to reduce the number of inbound calls routed to human agents.

3 Steps to Making the Most of Machine Learning in Your Organization – by Jason McNellis

ijgolding

Has it helped you better understand your customers? cial intelligence and it can dramatically enhance your customer experience by: Identifying what sways your customer’s experience, such as the factors which contribute the most to delightful or frustrating encounters.

A Resounding Call for a Human Voice Element to Remain

Verint

These and other digital means, including increasingly sophisticated and cognitive messaging and chatbot capabilities, are steering routine customer service interactions toward self-service and virtual agent interactions.

New KPI Metrics in the Era of Self Service

TechSee

Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. Customer care center metrics in the era of self-service clearly require a different approach.

Self-Service Strategies for Elevating CX at Your Contact Centre

NICE Systems

According to research by Microsoft, 90% of consumers now expect a brand or organisation to offer a self-service portal for customer support. Self-service isn’t just about giving customers what they want; it is also about substantial cost savings. Self-service not only has benefits for consumers and businesses, but for advisors and agents as well. ICMI Research indicates that, with the right self-service strategy, agent satisfaction actually can increase.

5 Customer Service Tech Trends to Explore at MWC 2018

TechSee

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. customer exhibitors at MWC 2018: Verto Analytics. Virtual Customer Assistants.

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The Three Most Important Questions to Ask About the Future of Customer Service

BlueOcean

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. Lose prediction, and you’ve lost the game – not to mention your customers. Customer Service Outsourcing

6 Ways to Take the Lead in Customer Self-Service

Tricia Morris

The goal of self-service is to make things easier for both the customer (to find information) and customer service agents (to deflect information requests from assisted service). Leaders in customer self-service are starting to bridge that satisfaction gap in six key ways: 1.

The Future Customer Experience Will Go Virtual

Win the Customer

According to research by Gartner, 89 percent of executives are betting on customer experience as their primary mode of competition before the end of 2016. At the end of 2014, Forrester reflected on current and rising trends in customer service including omni-channel support.