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Reduce call hold time and improve customer experience with self-service virtual agents using Amazon Connect and Amazon Lex

AWS Machine Learning

Gartner’s Customer Service and Support Leader poll estimates that live channels such as phone and live chat cost an average of $8.01 per contact, while self-service channels cost about $0.10 They consistently see 90% of the QnABot traffic routing through the self-service option on the website.

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Dive in with Self-Service in 2017 for Improved CX

Bold360

Those organizations that adopt best digital self-service practices can expect lower costs, an improvement in CX, and an upswing in customer loyalty, whereas those that don’t risk being left behind. Swim laps around competitors with intelligent self-service for improved cx. Want to know more or see for yourself?

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The Rise of Customer Self-Service: 6 Ways to Empower Your Customers

Solvvy

In fact, in 2016, 38 percent of respondents felt so negative about contacting customer support that they said they’d rather clean a toilet than make a call!). So rather than let your customers struggle, how do you build a self-service experience that will help them quickly accomplish their goals?

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The 7 components of superior self-service systems

Eptica

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. This is putting a major strain on the resources within customer service departments and can lead to lengthening response times, upset customers, lost revenues and rising costs.

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A Guide to Empowering Your Customers With An Exceptional Self-Service Support

transcosmos Information Systems

These demands have left companies feeling pressured as they try to please customers with limited customer service personnel. No wonder self-service is expected to grow from $4.33 billion in 2016 to $9.38 What is Customer Self-Service? Why Self-Service is Important?

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Customer Experience Weekly #5: Self-Service

Talkdesk

This week, we’re looking into self-service. Self-service is exactly what it sounds like: It’s when customers help themselves, rather than engaging with a company representative. Here are a few insights we found from around the web on self-service: Self-Service Revolution Ignites the Customer Experience.

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Self Service Still Less Than 50%? Then You Are In Trouble

Martin Hill-Wilson

Now it’s 2016. Self service, when it’s spiced up with natural language processing, speech recognition and deep learning, heralds the introduction of the new age of cognitive computing. For instance, 30% of US consumers have now tried voice self service to get stuff done. The post Self Service Still Less Than 50%?