BlueOcean

JANUARY 30, 2024

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. In an outsourced customer care model, you may choose to operate on a transactional or per minute basis. How do you start to compare your in-house apples to those outsourced oranges?

Contact Center 296

Contact Center Call Center Comparison Customer Care 296

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. TechSee’s Computer Vision AI and AR can improve issues facing customer contact centers around first-call resolution, average handling times, and truck roll avoidance.

Connections 206

Connections Contact Center Average Handle Time First Call Resolution 206

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. for engaging with customers on a more personal level, ensuring they feel truly understood. AI can be a worthy partner.

Analysis 270

Analysis Analytics Customer Relationship Management Feedback 270

Horizon CX

FEBRUARY 7, 2024

Balancing High-Tech Solutions with Human Touch: Ensuring Customer Experience Remains Personal Introduction In today’s fast-paced digital age, the allure of high-tech solutions and artificial intelligence can be irresistible for businesses seeking efficiency and cost-effectiveness.

Self Service 130

Self Service Loyalty Customer Service Representative Strategy 130

BlueOcean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. Importantly for the customer, it can also increase the rate of first-call resolution and improve average handle time.

Contact Center 177

Contact Center Industry Average Handle Time First Call Resolution 177

C3Centricity

DECEMBER 5, 2023

Artificial Intelligence (AI) has become an integral part of our daily lives and has revolutionized how we interact with technology and businesses. This post discusses how to use AI to enhance customer experience with another AI, authentic interactions. Embracing Emotional Intelligence (EI) is crucial for AI.

Interaction 226

Interaction Guidelines Chatbots System 226

Comm100

SEPTEMBER 26, 2023

In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization.

Examples 173

Examples Chatbots Omni-Channel Customers 173

BirdEye

SEPTEMBER 11, 2023

Satisfied customers build successful businesses. Every business works to keep its customers happy, provide the best service, and become the #1 choice for its customers. This is especially true for multi-location businesses catering to local customers. And that is where Artificial Intelligence solutions (AI) can help.

Customer Experience 114

Customer Experience Self Service Social Media How To 114

AWS Machine Learning

SEPTEMBER 28, 2023

With constantly evolving operations, processes, policies, and compliance requirements, it can be extremely difficult for employees and customers to stay up to date. Externally, customers can also find it frustrating to locate the information they are seeking.

Knowledge Base 94

Knowledge Base Chatbots Self Service System 94

MiaRec

MARCH 30, 2024

CX Today | MiaRec CX Today’s Charlie Mitchell introduces a demo of how GenAI is augmenting conversational intelligence solutions. What benefits can companies expect by implementing your solution? They showcase how these techniques have the potential to revolutionize customer experiences and agent performance.

Analytics 85

Analytics Contact Center Video Customer Satisfaction 85

BirdEye

SEPTEMBER 14, 2023

You might be nervous about adopting artificial intelligence (AI) within your business model. Rapid development in AI technology gives small businesses all kinds of solutions that can improve operations in a big way. AI for small businesses enhances customer experiences, reduces operational costs, and increases production.

Tools 111

Tools Strategy Chatbots Analysis 111

AWS Machine Learning

MARCH 26, 2024

We also provide a reference architecture to build an invoice automation pipeline that enables extraction, verification, archival, and intelligent search. Solution overview The following architecture diagram shows the stages of a receipt and invoice processing workflow. You can visualize the indexed metadata using OpenSearch Dashboards.

Analytics 88

Analytics Financial Multi-Channel Resources 88

AWS Machine Learning

MARCH 4, 2024

It enables customers to leverage a variety of high-performing FMs, such as the Claude family of models by Anthropic, to build custom generative AI applications. with higher levels of intelligence. It excels at intelligent tasks demanding rapid responses, like knowledge retrieval or sales automation.

Innovation 135

Innovation Travel Financial Exercises 135

TechSee

JULY 28, 2023

Alongside this, advancements in artificial intelligence (AI) and computer vision technology have revolutionized support centers, field service, and self-service in the electronics industry. AI-powered solutions, such as computer vision, play a pivotal role in enhancing support centers and self-service experiences.

Self Service 206

Self Service Consumers Company Policies 206

AWS Machine Learning

FEBRUARY 6, 2024

Accenture built a regulatory document authoring solution using automated generative AI that enables researchers and testers to produce CTDs efficiently. This solution relies on the AWS Well-Architected principles and guidelines to enable the control, security, and auditability requirements. AI delivers a major leap forward.

Government 100

Government Report System Guidelines 100

NobelBiz

NOVEMBER 6, 2023

In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

TechSee

FEBRUARY 7, 2023

The technology industry is abuzz with the latest breakthroughs in artificial intelligence. The Role and Implications of Generative AI Service organizations have been deploying artificial intelligence such as chatbots for over a decade to scale up and expedite their service solutions for consumers, agents, and field technicians.

Innovation 124

Innovation Self Service Chatbots Call Center Solutions 124

TechSee

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution.

Net Promoter Score 124

Net Promoter Score NPS Customer Satisfaction Customer Confidence 124

Clarivate

MAY 22, 2023

From self-driving cars to ChatGPT and Amazon Bedrock, the world is quickly waking up to the enormous potential for artificial intelligence (AI) to change our world. By bringing clarity to the complex, we give our customers the confidence to make critical decisions, navigate roadblocks and achieve their potential.

Guidelines 115

Guidelines Social Media Healthcare Government 115

AWS Machine Learning

OCTOBER 31, 2023

This post was co-written with Anthony Medeiros, Manager of Solutions Engineering and Architecture for North America Artificial Intelligence, and Blake Santschi, Business Intelligence Manager, from Schneider Electric. In particular, they are routinely used to store information related to customer accounts.

System 98

System Healthcare Analytics Examples 98

TechSee

MAY 18, 2023

Companies across all industries are searching for innovative ways to streamline operations and enhance the customer experience. In the realm of visual assistance, our partners are making a significant impact through TechSee’s Visual Intelligence Studio (VIS). That answer is down to a few key reasons.

Self Service 109

Self Service Competitive Advantage Telecommunications Insurance 109

Totango

JANUARY 3, 2024

Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making. Totango’s integration process is simple and secure.

Touchpoint 102

Touchpoint Connections Interaction Data 102

AWS Machine Learning

MARCH 1, 2024

The rise of artificial intelligence (AI) has created opportunities to improve the customer experience in the contact center space. Amazon Lex uses automatic speech recognition (ASR) and natural language understanding (NLU) to understand the customer’s needs and assist them on their journey.

Chatbots 92

Chatbots Self Service Omni-Channel Contact Center 92

Magellan Solutions

FEBRUARY 26, 2024

Artificial intelligence (AI) in call centers can enable customer service professionals to focus on essential tasks, as 78% of them stated. The collaboration between AI and call centers is reshaping the customer service paradigm. Call centers can analyze customer sentiment, tone, and personality with AI.

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

Cyara

DECEMBER 5, 2023

The market is experiencing exponential growth in the use of chatbots, voicebots and conversational artificial intelligence (AI) for customer service, which is why we have doubled down on our investments in solutions that will enable our customers to optimize their conversational AI chatbots and voicebots throughout their development lifecycle.

Chatbots 76

Chatbots Marketing Customer Service Customers 76

SAP Customer Experience

OCTOBER 17, 2023

Customer Experience (CX) and CRM technologies from SAP are intelligent customer experience solutions from SAP help you connect customer data, improve loyalty, and grow your business – powered by 50 years of industry expertise.

CRM 81

CRM Customer Experience Customer Engagement Engagement 81

AWS Machine Learning

OCTOBER 10, 2022

In this post, we present a solution that combines rich mobile device intelligence with customized machine learning (ML) modeling to help you catch fraudsters who exploit mobile apps. This solution rides on a larger global wave of anti-fraud efforts, which experts forecast to grow to USD $62.70 GD device intelligence.

Effort Score 69

Effort Score Training Data Examples 69

AWS Machine Learning

APRIL 11, 2024

AWS was delighted to present to and connect with over 18,000 in-person and 267,000 virtual attendees at NVIDIA GTC, a global artificial intelligence (AI) conference that took place March 2024 in San Jose, California, returning to a hybrid, in-person experience for the first time since 2019.

Innovation 96

Innovation Resources Entertainment Sports 96

Blueshift

FEBRUARY 12, 2024

Love is in the air, but is your relationship with your current Customer Data Platform (CDP) feeling a bit lackluster? Imagine your relationship with your current CDP as a bad rom-com: it started off with high hopes, promising grand adventures in the world of customer data.

Customer Engagement 105

Customer Engagement Engagement Marketing Connections 105

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). What Is Contact Center AI?

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

BirdEye

SEPTEMBER 26, 2023

The use of Artificial Intelligence (AI) in healthcare industries helps businesses streamline patient management, sales processes, appointments, and improve overall patient experience. Artificial intelligence can help healthcare businesses of all sizes step up their game and gain a significant edge over their competitors.

Healthcare 111

Healthcare Hospitality Social Media Wait Times 111

Magellan Solutions

JUNE 23, 2023

Outsourcing artificial intelligence is essential for ongoing success. To maintain a competitive edge in the market, these analytics can facilitate the following: Optimize business strategies Enhance customer experiences Improve resource allocation Business leaders can avoid problems and issues by being mindful of the challenges.

Competitive Advantage 98

Competitive Advantage Analytics Innovation System 98

ECXO

AUGUST 29, 2023

Can a Customer Data Platform Enhance Your Customers’ Experience? Join us for an insightful event presented by the European Customer Experience Organization (ECXO) in collaboration with SAS , a leading global analytics software company – Empowering Better Outcomes. Don’t miss out on this engaging discussion!

Data 98

Data Customer Experience Omni-Channel Banking 98

Helpt

APRIL 8, 2024

Customers have increasingly high standards, so businesses need to stay proactive with their offerings. Each service addresses distinct facets of technical support needs by ensuring that end-users receive not just timely assistance, but solutions rooted in deep technical knowledge and understanding.

Customer Satisfaction 52

Customer Satisfaction System Management Connections 52

Interactions

APRIL 26, 2024

And with an endless variety of choices and never enough time, consumers will quickly move on if a business doesn’t provide frictionless, memorable, respectful, and — above all — human-centered customer service experiences. That customer could be calling any business. 1: Every interaction should resonate authentically.

Interaction 62

Interaction Strategy Self Service Technology 62