AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. The bots can answer FAQs, provide self-service experiences, or triage customer requests before transferring to a human agent.

Contact Center 94

Contact Center Chatbots Self Service Touchpoint 94

UJET

NOVEMBER 3, 2020

AI solves this problem by routing customers to the ideal customer service solutions quickly. A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. Noon smart home lighting system.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

TechSee

FEBRUARY 20, 2018

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.

Self Service 132

Self Service Virtual Agent Knowledge Base Contact Center 132

Interactions

MAY 14, 2020

From conducting more business over video meetings, to doing more shopping via apps and over the phone, people’s behavior and perspective of virtual interactions has changed for good over the past few months. A customer has the right to know if they are dealing with a human or an automated system. Changing Consumer Behavior.

Consumers 71

Consumers Self Service Contact Center Virtual Agent 71

Interactions

MAY 28, 2020

They are more open to video and teleconferencing than meeting in person. And, they are more willing to use self-service technologies to communicate with brands. This pandemic is pushing brands to think about customer service beyond the channel. Are you ready for AI or Virtual Agents? Where can you automate?

Customer Journeys 83

Customer Journeys Self Service Strategy Multi-Channel 83

Inbenta

JUNE 2, 2021

In multinationals, where teams can often be dispersed over numerous countries and time zones, there is also an increased need for HR teams or proficient self-service capabilities to be available 24/7 to assist whenever an employee may need their help. Benefits of HR automation. Efficient, consistent and streamlined communication.

Self Service 83

Self Service Chatbots Policies Virtual Agent 83

UJET

NOVEMBER 3, 2020

AI solves this problem by routing customers to the ideal customer service solutions quickly. A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. Noon smart home lighting system.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

Playvox

JANUARY 13, 2022

And when learning management solutions include multimedia training, this satisfies Gen Z’s inclination for video learning. . Cloud-based systems can also satisfy the desire for more work-life balance. Cloud-based solutions make it easier for supervisors to manage a dispersed agent team. Breaking Down Silos.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

TechSee

FEBRUARY 12, 2018

Go6D next-generation VR panoramic hardware and software enable users to capture full 360-degree videos of the world from their smartphones and unlock new applications for photography, video, 3D, VR and additional areas yet to be discovered. Virtual Customer Assistants. Virtual agent exhibitors at MWC 2018: Nuance.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

Go6D next-generation VR panoramic hardware and software enable users to capture full 360-degree videos of the world from their smartphones and unlock new applications for photography, video, 3D, VR and additional areas yet to be discovered. Virtual Customer Assistants. Virtual agent exhibitors at MWC 2018: Nuance.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

NOVEMBER 19, 2019

Interactive voice response (IVR) allows a company’s computer system to engage with customers through voice and touch-tone telephone keypads. Today, it is evolving into the Conversational IVR model that offers much more than a simple customer routing system. Press 2 to speak to a representative. But times are changing.

Self Service 19

Self Service Insurance Effort Score Customer Journeys 19

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

SmartKarrot

OCTOBER 22, 2021

It is no surprise that the usage of chatbots in customer service is taking a notch up. In the coming future, chatbots will be able to communicate across different channels and morph into intelligent virtual agents (IVA). Omni channel support systems will come up. Chatbots to the rescue.

Omni-Channel 10

Omni-Channel Self Service Technology Customer Service 10

Kustomer

JUNE 27, 2022

These features can include, but are not limited to: Improve response times Personalize customer engagement Track employee performance Scale smartly Streamline self-service Enhance the agent experience. With these advancements arrived the need to merge and unify said systems. Types of Customer Support Software.

Software 98

Software Tools Customer Service Self Service 98

UJET

MARCH 22, 2021

Simply bolting new technologies onto a legacy system or a more modern cloud-based system is never the solution. When the pandemic first started, contact center operators were scrambling to support agents working from home. This is what we need to consider as we think about overhauling and modernizing our IVR systems.

Virtual Agent 82

Virtual Agent Self Service Contact Center Customer Journeys 82

Bold360

AUGUST 24, 2017

Ever heard of Google Helpouts, that popular method of sharing expertise through video streaming? Virtual Agents. Customer Service Improvement Means More Digital Self Service. If not, they consider this a customer service fail. Your support agents have been given a promotion. We didn’t think so.

Self Service 68

Self Service Customer Service Customer Experience Social Media 68

Solvvy

JULY 5, 2018

This piece of the puzzle neatly bridges the self-serve buying process with the self-service support model. The company has embraced self-service support technology to help customers find answers and resolve issues quickly, without the need for an enormous customer support team. Virtual agents or chatbots.

Self Service 48

Self Service Company Virtual Agent Software 48

CSM Magazine

JULY 24, 2015

Today, customers receive support using a variety of channels, including phone, email, social media, video, self-service portals and chat forums. This strategy, called omni-channel support, gives customers access to the same channels as before, including phone, email, self-service portals, chat, etc.,

Omni-Channel 40

Omni-Channel Self Service Multi-Channel Social Media 40

Comm100

FEBRUARY 16, 2018

Other agent investment priorities include training (as listed by 57% of companies surveyed), quality monitoring and management (54%), dashboards (53%) and scheduling and forecasting (50%). Improving the agent experience isn’t the only way that companies are looking to remove friction from the customer experience.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102