TechSee

MARCH 11, 2024

Understanding Conversational AI Conversational AI refers to technologies that users interact with through a natural, conversational interface, like chatbots or virtual agents. Simply put, Conversational AI enables businesses to harness innovations like Generative AI to automate or augment customer interactions.

Chatbots 124

Chatbots Self Service Culture Virtual Agent 124

Solvvy

OCTOBER 12, 2022

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. If the company had a great AI chatbot, the interaction might have been so natural that it took a while to realize that you weren’t actually talking to a human. Introduction to Artificial Intelligence Chatbots.

Chatbots 94

Chatbots Self Service Knowledge Base Virtual Agent 94

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. Without AI, customers often spend extra time navigating generic IVR (interactive voice response) menus. Automation Reduces Repetitive Tasks for Agents.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

Interactions

MAY 28, 2020

And, they are more willing to use self-service technologies to communicate with brands. This pandemic has tested the limits of available resources. From infrastructure to technology to workforce, every business is trying to do more with less resources. Are you ready for AI or Virtual Agents?

Customer Journeys 83

Customer Journeys Self Service Strategy Multi-Channel 83

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. Without AI, customers often spend extra time navigating generic IVR (interactive voice response) menus. Automation Reduces Repetitive Tasks for Agents.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

Inbenta

JUNE 2, 2021

The Covid-19 pandemic has disrupted businesses even more, introducing changes in how they deliver their services, cater to customer and staff needs and in nurturing their relationship with their employees. The best automated HR services easily ingest and index multiple content sources that can be used to assist employees and HR staff alike.

Self Service 83

Self Service Chatbots Policies Virtual Agent 83

Pointillist

SEPTEMBER 28, 2021

Today, customers have—and demand—choices when it comes to engaging with service and care centers. However your customers choose to interact with your organization, contact center leaders must ensure that all agents can meet customers where they are, understand each individual’s unique context and enable them to reach their goal.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

CSM Magazine

APRIL 26, 2022

Avaya has announced an enhancement to Avaya OneCloud to dramatically reduce the complexity associated with virtualizing customer interactions. Recent Avaya research with Ipsos indicates that based on their last interaction with a virtual agent, only 1 in 3 customers would recommend that business to others.

Virtual Agent 52

Virtual Agent Self Service Wait Times NPS 52

AWS Machine Learning

SEPTEMBER 29, 2022

The rise of artificial intelligence technologies enables organizations to adopt and improve self-service capabilities in contact center operations to create a more proactive, timely, and effective customer experience. In this post, we demonstrate how to elevate traditional customer service FAQs with an interactive voice bot.

Virtual Agent 67

Virtual Agent Call Flow Self Service Contact Center 67

Kustomer

FEBRUARY 6, 2024

SMB SMB help desk software typically provides generalized support and user-friendly training resources. While support levels are more limited compared to enterprise solutions, they often include various online materials, community forums, and standard customer service channels. Why do users prefer Kustomer?

Software 98

Software Self Service Omni-Channel Knowledge Base 98

ProProfs Chat

JUNE 14, 2019

Great Customer Service Statistics. Customer Service Stats for Social Media. Rise of the Automation Industry & Self-Service. Build a Delightful Customer Experience With These Customer Service Statistics. Feeling unappreciated is the #1 reason customers switch away from products and services. Temkin Group.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

CSM Magazine

JUNE 16, 2023

More and more companies are using AI tools to improve customer service and simplify their processes. These digital solutions herald a new epoch of personalized interactions, seamless support, and unparalleled efficiency. AI-powered customer service: taking interactions to the next level AI and customer service is an exciting topic.

Customer Service 52

Customer Service Virtual Agent Chatbots Multi-Channel 52

Kustomer

JUNE 27, 2022

Spanning multiple channels, across both brick-and-click locations, customers want immediate answers to product questions, swift resolution to their problems, and personalized brand interactions. Selecting customer service software can feel overwhelming and the software market is teeming with options, information and opinions.

Software 98

Software Tools Customer Service Self Service 98

SaleMove

FEBRUARY 19, 2021

The proliferation of digital-first technologies combined with the rise of artificial intelligence (AI) and self-service options has created fundamental changes in the contact center. Customers today are empowered with more service choices and higher expectations than ever.

Contact Center 69

Contact Center Customer Centricity Self Service Customer Experience 69

Bold360

AUGUST 24, 2017

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. How that interaction goes might be their first impression, and what makes the difference between them making a purchase, or moving on to a competitor. Virtual Agents.

Self Service 68

Self Service Customer Service Customer Experience Social Media 68

Calabrio

JANUARY 6, 2016

It’s a relatively new model, equipped with sophisticated sensors that automatically alert the manufacturer if the appliance needs service. A virtual agent initiates a service call by accessing your Outlook or iCal calendar to set up an appointment. Prediction #3: Self-service is the key to success.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

SaleMove

FEBRUARY 19, 2021

The proliferation of digital-first technologies combined with the rise of artificial intelligence (AI) and self-service options has created fundamental changes in the contact center. Customers today are empowered with more service choices and higher expectations than ever.

Contact Center 52

Contact Center Customer Centricity Self Service Customer Experience 52

CSM Magazine

JUNE 12, 2020

Lampton look at the state of customer service in the digital age. Telephone assistance, written letters, and face-to-face interaction—once staples of the office landscape—are no longer sufficient to meet the changing needs of today’s global marketplace. In this in-depth article, Reina G. Wiatt and Jolene A.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52

NobelBiz

MAY 24, 2021

Cloud-based call center software is also used to implement, operate and maintain customer contact centers, sales forces, and other business operations, such as marketing, human resources, finance, support, e-commerce, and others. Cloud-based call center software is also called SaaS or Software as a Service (SaaS) in some cases.

Contact Center 52

Contact Center Call Center Software Virtual Agent 52

Bold360

NOVEMBER 30, 2016

Chat bots, for those of you who have heard the term and have a general idea of what it means but don’t yet have an in-depth understanding, can be described as a mini-app or a program that runs within another messaging system used by a company to interact with customers on the web. How will a chat bot impact the customer interaction?

Chatbots 40

Chatbots Strategy Self Service ROI 40

AWS Machine Learning

JULY 18, 2023

Amazon Lex is a service that allows you to quickly and easily build conversational bots (“chatbots”), virtual agents, and interactive voice response (IVR) systems for applications such as Amazon Connect. Today, a bot developer can improve self-service experiences without utilizing LLMs in a couple of ways.

Self Service 80

Self Service Chatbots Resources Knowledge Base 80

Comm100

FEBRUARY 16, 2018

Improving the agent experience isn’t the only way that companies are looking to remove friction from the customer experience. Businesses will continue to take on high-performing bots that get smarter with each interaction, and that can help customers with simple inquiries. In 2018, bot adoption won’t slow down.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102