BlueOcean

OCTOBER 4, 2023

But what mix of live agents versus AI is best for your business? We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model. And what about offshore?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

InMoment XI

FEBRUARY 7, 2024

Hotel guests have lofty expectations for excellent experiences; they also have feedback data coming at them from all directions. It’s a common struggle to effectively analyze this data, and then leverage it to optimize their customer experience (CX) efforts. So much time locked inside caused a massive correction.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

TechSee

MAY 9, 2024

As customer expectations continue to evolve, businesses are increasingly turning to Artificial Intelligence (AI) to enhance Customer Experience (CX). However, as with any technology, the integration of AI into customer support processes raises important questions about safeguarding CX. Why Use AI for CX?

Contact Center 109

Contact Center Training Guidelines Interaction 109

Comm100

JANUARY 11, 2023

To remain competitive in the fight for customer service supremacy, many organizations now rely on automation and artificial intelligence (AI) in customer service. If you’re interested in introducing AI in customer service in 2023, read this complete guide for answers to the following: What is customer service automation?

Customer Service 212

Customer Service Self Service Chatbots Healthcare 212

TechSee

FEBRUARY 19, 2024

Customer experience automation is rapidly evolving, reshaping how companies engage with customers and clients. LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. Are LLMs the right way approach to CX automation?

Virtual Agent 124

Virtual Agent Chatbots Training Interaction 124

TechSee

MARCH 11, 2024

Industry events and news coverage are full of companies offering Generative AI , Conversational AI, chatbots, and AI Agents. As a result, it can be very challenging to assess Conversational AI providers. Chatbots are typically rule-based systems that follow predefined scripts to interact with customers.

Chatbots 124

Chatbots Self Service Culture Virtual Agent 124

TechSee

SEPTEMBER 28, 2023

Generative AI holds incredible potential. Generative AI isn’t yet built for mainstream user adoption. What would it take to make people want Generative AI? Do people know what Generative AI is? Nearly three-quarters of the general public has heard of ChatGPT or Generative AI.

Chatbots 124

Chatbots Study Survey User Experience 124

TechSee

SEPTEMBER 21, 2023

Generative AI will be transformative for every enterprise. However, today’s early Generative AI solutions lack context, and deliver a poor user experience. These are the keys to unlocking mainstream adoption of Generative AI for service and CX.

Meeting 109

Meeting Self Service Contact Center Virtual Agent 109

CSM Magazine

MAY 13, 2024

A new study by Genesys reveals that people of all ages are open to artificial intelligence provided it enhances their customer service experiences. Younger generations, particularly Generation Z, are more accepting of interacting with AI in the future, with 73% of Gen Z respondents agreeing.

Customer Service 52

Customer Service Virtual Agent Chatbots Study 52

TechSee

FEBRUARY 6, 2024

Customers expect a seamless and personalized experience from every business in today’s digital age. As a result, companies are increasingly turning to artificial intelligence (AI) to enhance their customer experience (CX). However, advanced AI automation can be a daunting undertaking.

Customer Satisfaction 109

Customer Satisfaction Tips Leadership Wait Times 109

AWS Machine Learning

APRIL 24, 2024

To increase training samples for better learning, we also used another LLM to generate feedback scores. This method addressed the RAG limitation and further improved the bot response quality. This method addressed the RAG limitation and further improved the bot response quality.

Feedback 113

Feedback Effort Score Training Policies 113

BlueOcean

MARCH 13, 2023

The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

Comm100

SEPTEMBER 28, 2021

Through digital transformation in customer service, companies are improving efficiency, reducing workload on customer service agents, reducing costs, improving CSAT scores, and much more. Lake Michigan Credit Union – Improving Member Support with Live Chat & Chatbot .

Customer Service 223

Customer Service Chatbots Banking Engagement 223

ShepHyken

NOVEMBER 27, 2023

Top Takeaways: Businesses use advanced technology like search and generative AI to create better customer experiences. This shift allows customers to ask broader questions and receive accurate responses, improving the effectiveness of search platforms and thereby improving customer service.

Self Service 96

Self Service Customer Experience Chatbots Technology 96

AWS Machine Learning

MAY 9, 2024

The rapid advancements in artificial intelligence and machine learning (AI/ML) have made these technologies a transformative force across industries. According to a McKinsey study , across the financial services industry (FSI), generative AI is projected to deliver over $400 billion (5%) of industry revenue in productivity benefits.

Government 101

Government Policies Guidelines Leadership 101

Comm100

MARCH 13, 2023

Gen Z have been the first generation with 24/7 access to the internet. Where other generations still remember a time before modern ride share and food apps took over, these students have come of age in a time where convenience and instant gratification is the norm. You can download the survey results for free below. Read more Report 1.

Chatbots 195

Chatbots Survey Social Media Report 195

AWS Machine Learning

APRIL 9, 2024

With Knowledge Bases for Amazon Bedrock , you can securely connect foundation models (FMs) in Amazon Bedrock to your company data for Retrieval Augmented Generation (RAG). Access to additional data helps the model generate more relevant, context-specific, and accurate responses without retraining the FMs.

Knowledge Base 118

Knowledge Base Financial Examples Comparison 118

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. The consumer experience is becoming easier, faster and more personable.

Contact Center 306

Contact Center Self Service Analytics Banking 306

CSM Magazine

MAY 15, 2024

Avaya and LivePerson have partnered to integrate voice, digital, and AI capabilities into a unified omnichannel solution for enhanced customer experiences and accelerated digital transformation.

Omni-Channel 52

Omni-Channel Contact Center Analytics ROI 52

Comm100

AUGUST 8, 2022

Enter AI chatbots – ever-improving tech that lets organizations automate conservations and meet the modern demands of fast, 24/7 support. Enter AI chatbots – ever-improving tech that lets organizations automate conservations and meet the modern demands of fast, 24/7 support.

Chatbots 203

Chatbots Customer Service Knowledge Base Social Media 203

Interactions

APRIL 19, 2024

At the heart of every customer-centric business lies the quintessential question: “How can we improve and optimize the customer experience?” incredible transformation strategies, each with a unique perspective based on the group’s combined knowledge and experience. What resulted were seven (yes, seven!) And the Consensus Is….

Customer Experience 62

Customer Experience Contact Center Customer Centricity Loyalty 62

CSM Magazine

MAY 2, 2024

Zenarate, a leading SaaS provider of AI-powered skill-based learning and development for customer-facing agents, today announced the next generation of their personalized AI Coach platform. ” Hundreds of global enterprises trust Zenarate AI Coach to develop confident, top-performing customer-facing teams. .

Gamification 52

Gamification Contact Center Training Analysis 52

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. By embracing these strategies, your business can maximize the benefits of AI and thrive in the rapidly evolving CX landscape. Nexcom A/S and COPC Inc.

Industry 116

Industry Customer Experience Analytics Training 116

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. Her Great Grandmother was a Wyoming homesteader.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

TechSee

APRIL 9, 2024

This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Without visual assistance, customers struggle to describe technical problems or product statuses, and agents are left to navigate these challenges “blind” without seeing the actual issue.

Net Promoter Score 124

Net Promoter Score NPS Customer Satisfaction Customer Confidence 124

Experience Investigators by 360Connext

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey.

Customer Experience 143

Customer Experience Customer Service Self Service Chatbots 143

CSM Magazine

MAY 9, 2024

Is your organisation leveraging the latest technology to deliver outstanding customer experiences? The session kicked off with the panelists agreeing that while the core challenges in customer experience remain similar to a decade ago, the technology to solve them has advanced rapidly.

Innovation 52

Innovation Technology Customer Service CRM 52

TechSee

OCTOBER 9, 2018

Millennials, the notoriously digital-savvy generation born between 1980 and 2000, are a force to be reckoned with. Millennials, the notoriously digital-savvy generation born between 1980 and 2000, are a force to be reckoned with. A day in the life of a Millennial. Sounds exhausting? Not for Ashley. She’s a Millennial.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

ShepHyken

NOVEMBER 21, 2023

Customers want a self-directed experience where they have control over how they are served and can resolve their issues in the way they want. The pandemic has accelerated the normalization of digital experiences and digital tools. Generative AI, like ChatGPT, is expected to grow in customer contact organizations to support agents.

Self Service 90

Self Service Knowledge Base Chatbots Tools 90

Playvox

FEBRUARY 27, 2024

Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. One way to tackle the challenge is to integrate artificial intelligence (AI) into your workforce engagement strategy. In a buyer’s market, what is the future of workforce engagement?

Engagement 73

Engagement Contact Center How To Employee Engagement 73

TechSee

MAY 4, 2023

As we enter the next season of 2023, the field service industry is witnessing a significant shift towards the adoption of artificial intelligence (AI) technologies to address various customer-facing needs. The potential of AI is enormous, ranging from predicting equipment issues to optimizing technician scheduling, among other applications.

Self Service 109

Self Service Customer Satisfaction Technology Training 109

AWS Machine Learning

NOVEMBER 13, 2023

One of the most common applications of generative AI and large language models (LLMs) is answering questions based on a specific external knowledge corpus. Retrieval-Augmented Generation (RAG) is a popular technique for building question answering systems that use an external knowledge base.

Interaction 97

Interaction Knowledge Base System Tools 97

Comm100

SEPTEMBER 26, 2023

Modern live chat solutions provide agent dashboards teeming with customer data — everything from previous chats and purchase history to geographic location and live website information. Armed with this data, customer service agents can provide deeply personalized support that is helpful, accurate, and shows next-level care for the customer.

Examples 180

Examples Chatbots Omni-Channel Customers 180

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). Customer-facing technologies encompass a range of AI-powered tools for direct customer interaction.

Customer Experience 91

Customer Experience Contact Center Gamification Chatbots 91

Kustomer

MARCH 19, 2024

Summary : KIQ Agent Assist is now Generally Available. An AI-powered agent copilot built on top of our CRM. Increase CSAT by up to 17% and enhance agent efficiency by up to 65%. For over 9 years, Kustomer has been developing products and capabilities that place the customer at the center of the experience.

Self Service 69

Self Service CRM Knowledge Base Metrics 69

Comm100

JULY 20, 2023

In today’s digital age, there is no industry that artificial intelligence (AI) hasn’t dramatically affected. ChatGPT, an advanced language model, is the latest AI tech to make its mark around the world, and it has the potential to transform higher education – for good and for bad.

Chatbots 150

Chatbots Exercises Course Video 150

AWS Machine Learning

APRIL 8, 2024

At AWS re:Invent 2023, we announced the general availability of Knowledge Bases for Amazon Bedrock. With Knowledge Bases for Amazon Bedrock, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data using a fully managed Retrieval Augmented Generation (RAG) model.

Knowledge Base 108

Knowledge Base Strategy Examples Meeting 108