AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. Deploying the LLM-powered QnABot can help you elevate the self-service experience for customers and employees.

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Self Service Contact Center Multi-Channel Knowledge Base 101

CSM Magazine

MARCH 30, 2022

60% of UK household water and energy customers prefer not to call customer service if they can use online tools to solve their problems, according to Macro 4 research. The majority of people are now happy to use self-service instead of speaking to a customer service person on the phone – especially for simple queries.

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Self Service Customer Service Wireless Government 59

Kustomer

SEPTEMBER 7, 2021

Luckily, our research also shows that preferences are beginning to shift across generations, with younger demographics preferring more self-service options , and seeing the benefits of intelligent chatbots more clearly. Read on to learn what the data says about the need for CX speed and how self-service options can deliver.

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Self Service Consumers Chatbots Wait Times 52

Bold360

DECEMBER 10, 2020

The playbook describes 5 key phases: (1) fortifying your digital self-service; (2) amplifying your digital support; (3) empowering your employees; (4) optimizing your support strategy; and (5) evolving to the next level of self-service. In this post, we’ll focus on phase 5, evolving to the next level of self-service.

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Self Service Engagement Strategy How To 52

TechSee

JANUARY 9, 2023

Increasingly, field service leaders are looking at new visual engagement technologies to improve their operational efficiency and customer and agent satisfaction. At its core, these technologies have a simple premise – a picture is worth a thousand words. This past year was a landmark for visual service engagement.

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Self Service Technology Engagement Telecommunications 109

Alliance by IFS

JUNE 28, 2018

Providing self-service capabilities for your customers is not simply a trend and no longer an emerging practice. This whitepaper from Aberdeen Group—entitled “ Self Service: Create Happy Customers & Reduce Costs ”—shows that Best-in-Class self-service providers retain 76% more of their clientele than other firms.

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Self Service Trends Customer Satisfaction Groups 50

Alliance by IFS

JUNE 28, 2018

Providing self-service capabilities for your customers is not simply a trend and no longer an emerging practice. This whitepaper from Aberdeen Group—entitled “ Self Service: Create Happy Customers & Reduce Costs ”—shows that Best-in-Class self-service providers retain 76% more of their clientele than other firms.

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Self Service Trends Customer Satisfaction Groups 50

Eptica

MARCH 18, 2020

Date: Wednesday, March 18, 2020 Author: Tom Walmsley - Business Development Manager How Montblanc is using interactive self-service to empower customers and deliver a hand-crafted customer service. Published on: March 18, 2020.

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Self Service Interaction Multi-Channel Customer Service 79

Bold360

FEBRUARY 26, 2020

We heard multiple takes on how various approaches to self-service can fuel that leftward shift—most notably the use of AI in knowledge management. Employees want more and better self-service knowledge. Many survey respondents described their current knowledge management technologies as “clunky.”

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Self Service Employee Experience Knowledge Base Conference 59

TechSee

NOVEMBER 11, 2019

Smart Home technology is expected to become a $151.4 That’s why many vendors are turning to self-service options for effective Smart Home support. Online troubleshooting wizards and how-to videos are both useful resources but they lack the interactive dimension that is at the core of effective self-service delivery.

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Self Service Technology Wireless eBook 138

Uniphore

JUNE 10, 2021

Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. Transition to work-at-home with legacy technology. 25% Lack of self-service options. Download Playbook. Download eBook. Use Self-Service to Handle High Call Volume. Read More.

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Call Center Self Service Contact Center Case Study 246

NICE inContact

MAY 8, 2019

But these days, digital technology innovations can make it increasingly more complex to serve your customers where and how they want to be served. If your curiosity is piqued, the good news is that the full report is available as a free download. These are questions that keep contact center leaders up at night. The results?

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Self Service Contact Center Chatbots Omni-Channel 136

Uniphore

DECEMBER 13, 2021

In fact, customers routinely rank high-quality customer service and timely issue resolution among the most important online shopping considerations. Download The Article. To deliver both, retailers are increasingly turning to conversational AI and automation. Faster agent training, onboarding and speed to proficiency.

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Retail Net Promoter Score Self Service Customer Experience 262

TechSee

DECEMBER 10, 2019

Instead, enquiries are deflected to self-service channels such as FAQs, conversational AI, community forums, and knowledge center databases. Call Deflection is achieved once the issue is successfully resolved in self-service mode. When self-service fails. Despite huge annual investments of around $4.5

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Call Center Self Service Contact Center How To 136

Uniphore

JANUARY 21, 2022

Conversational AI and automation can solve many self-service woes. The same technology can also streamline live interactions, eliminating redundancies—like having to repeat information to agents—and automating compliance, privacy and follow-up actions. Here too, technology can alleviate process complexity and user frustration.

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Healthcare Self Service Virtual Agent eBook 246

TechSee

JUNE 9, 2022

Allowing customers the flexibility to digitally self-serve can dramatically increase customer satisfaction, and lower your operating costs. Gartner reports that self-service costs around $0.10 However, current technology solutions are not meeting demand. No Vision, No AI, No Service. per contact.

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Omni-Channel Self Service Customer Experience How To 145

West Monroe

APRIL 22, 2024

Payer organizations are facing daunting challenges: rising costs, labor shortages, and heightened member demands for digital services. Widespread challenges in digital self-service rollout stem from technical debt and overly complex architectures. Download the full findings now. Download now ×

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Self Service Healthcare ROI Analytics 52

Kustomer

OCTOBER 20, 2022

And customer support is no different – the preferred channels and methods in which modern consumers now engage customer support are similarly shifting to focus around mobile technology and more instantaneous messaging-based channels. Have Robust Self-Service Tools in Place for Customers. Implementing Proactive Support.

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Self Service Knowledge Base Chatbots Consumers 98

TechSee

NOVEMBER 16, 2021

The result is a new hybrid field service approach, one that even incorporates self-service, and visual assistance will play a central role in this model. How Visual Assistance is Utilized in a Hybrid Field Service Workforce. The simpler the technology is to use, the wider its adoption will be. Self-service.

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Self Service Technology CRM Video 109

Tricia Morris

OCTOBER 28, 2015

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). Expectations for, and of, self-service are growing at a rapid pace. But making things easier always begins with hard work.

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Self Service Virtual Agent ROI Tips 40

Kustomer

JANUARY 7, 2022

Transparency, communication and proactive solutions are able to go that extra mile even in the event of an unexpected complication with an order or service. Let’s check out some clear ways to deliver exceptional customer service in an extraordinary holiday climate. Why Holiday Customer Self-Service Matters.

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Self Service Social Media How To Chatbots 98

Uniphore

AUGUST 6, 2021

Download eBook. While self-service could relieve some of the pressure to agents, it couldn’t keep pace with the flood of complex calls. In fact, Gartner estimates that of the 70 percent of customers who attempt self-service during their resolution journey, only 9 percent of calls are resolved through that channel alone.

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Self Service Contact Center Knowledge Base Call Center 246

Alliance by IFS

OCTOBER 11, 2018

In this Astea-sponsored special report from Field Technologies, your company will learn about the 5 Essential Technologies for Mastering Customer Experience. Competition in the field service industry is heating up. Today’s Customers Expect Visibility And Self-Service Capabilities.

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Technology Self Service Customer Experience Report 72

TechSee

DECEMBER 21, 2020

CPGs can save costs and time while getting the control they need by using visual assistance, a technology that is transforming operations by enabling remote and interactive guidance. How AI enables self-service in CPG inventory management. With computer vision technology , it’s easy to verify captured images.

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Self Service Management Consumers Analytics 152

Bold360

DECEMBER 7, 2020

That playbook describes 5 key phases : (1) fortifying your digital self-service; (2) amplifying your digital support; (3) empowering your employees; (4) optimizing your support strategy; and (5) evolving to the next level of self-service. How do self-service tools support optimization and improvement of customer support?

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Self Service Strategy Multi-Channel How To 98

Talkdesk

SEPTEMBER 16, 2020

Self-service is a hot topic in the call center industry. From knowledge bases to virtual agents, the potential disruption that a solid set of self-service applications can bring to contact center efficiency and customer experience is unquestionable and justifies all the buzz.

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Virtual Agent Call Center Self Service Contact Center 115

NICE inContact

OCTOBER 17, 2019

Customer service is no different. Much has been written about the growth of self-service technologies, like mobile apps and chatbots. This doesn’t mean that self-service volume is shrinking. In fact, the consumer wave of the CX Benchmark reports a 14 point increase in use of self-service channels.

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Self Service Contact Center Social Media Chatbots 121

CSM Magazine

DECEMBER 21, 2021

In this blog, we throw the spotlight on technology and how to use it effectively, adding the human touch to digital interactions. The technology tug-of-war. Just as customer expectations reflect a stark contrast of needs and wants, there are conflicting views about how technology supports agents in the contact centre.

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Technology Self Service Average Handle Time Analytics 59

Uniphore

JANUARY 21, 2022

Advanced technology is making change possible. Healthcare compliance and customer service have traditionally been human-led enterprises, staffed by subject experts with access to a vast wealth of manual tools and data. In this way, technology can actually help “humanize” an often-impersonal dialogue. Download the Whitepaper.

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Healthcare Analytics Self Service Consumers 147

TechSee

NOVEMBER 27, 2018

Enterprises are recognizing the massive opportunity the technology presents for enriching the relationship with customers, and serving as a powerful new mechanism for companies to meet customer demands for service excellence at scale. Field service. Self Service. Contact Centers.

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Infographics Self Service Customer Service First Call Resolution 84

AWS Machine Learning

MARCH 1, 2024

Machine learning (ML) technologies continually improve and power the contact center customer experience by providing solutions for capabilities like self-service bots, live call analytics, and post-call analytics. Download the GitHub repo and unzip to your directory. For instructions, refer to Installing the AWS SAM CLI.

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Chatbots Self Service Omni-Channel Contact Center 93

TechSee

JULY 18, 2019

Shoddy self-service – call deflection to self-service ensures customers receive the answers they are seeking in the most efficient manner, while reducing the number of inbound calls routed to human agents.

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Self Service Customer Experience How To Contact Center 207

NICE inContact

MARCH 27, 2018

As revealed by the CX Transformation Benchmark Study : Over two-thirds of all customer service interactions, or total volume, are with live customer service agents (e.g., Over two-thirds of customers prefer agent assistance over self-service. Today, AI in the self-service space (e.g., voice or chat).

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Contact Center Self Service Study Omni-Channel 137

Upstream Works

JANUARY 7, 2021

Automation may take many forms, including providing intuitive self-service options for customers, as well as allowing organizations to further scale their operations—not to just provide 24/7 service, but to also handle higher call volumes. One of the biggest drivers for AI is automation. Proactive Notifications.

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Contact Center Self Service Customer Journeys Omni-Channel 78

TechSee

JULY 28, 2022

Chatbots promise a better customer experience by reducing wait times, delivering the digital experiences customers want, and providing 24/7 service on-demand. Furthermore, chatbots are cost savers, with the cost of a self-service interaction at just $0.10 It is rapidly becoming a strategic technology in service automation.

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Chatbots Self Service Interaction Wait Times 109

Uniphore

JANUARY 21, 2022

Before looking at technological capabilities, consider these top five evaluation criteria for conversational automation: Call flow management Long call times and complex processes have long plagued healthcare CX journeys, dragging down consumer and employee experiences alike. Download the Article. That’s a serious improvement.

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Healthcare Net Promoter Score Call Flow Self Service 147

Comm100

FEBRUARY 12, 2023

Today’s students have grown up accustomed to the speed and convenience that technology brings, and they now expect their schools to provide this too. With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support.

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Chatbots Self Service Resources Social Media 180