NICE inContact

JANUARY 24, 2018

If one was to choose a subject that emerged as a unifying theme across the contact center market in 2017, it was artificial intelligence (AI). SmartAction – AI engine powers self-service across voice and digital channels using natural language processing (NLP). Inbenta – Hybrid chat and chatbots with NLP-powered search.

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

Bold360

FEBRUARY 16, 2017

Chatbots are an upgrade to your current customer experience. Proactive chat bots can greet you when you land on a home page. While pop-ups and advertisements can be frustrating for customers and stop them wanting to engage, chat bot messages do the opposite. Intent has never been clearer. Read more on our blog.

Chatbots 80

Chatbots Omni-Channel Self Service Analytics 80

NICE inContact

MARCH 27, 2018

A major conversational shift around artificial intelligence (AI) occurred in 2017. As revealed by the CX Transformation Benchmark Study : Over two-thirds of all customer service interactions, or total volume, are with live customer service agents (e.g., voice or chat). Today, AI in the self-service space (e.g.,

Contact Center 137

Contact Center Self Service Study Omni-Channel 137

Inbenta

JUNE 30, 2021

Chatbot examples in the travel & leisure industry. Chatbot examples in the utility industry. Chatbot examples in the retail industry. Chatbot examples in the manufacturing industry. Chatbot examples in the healthcare industry. Chatbot examples in the healthcare industry. Contents: Introduction.

Chatbots 105

Chatbots Examples Self Service Insurance 105

ProProfs Chat

NOVEMBER 17, 2017

As leading researchers indicate that organizations lose about $62 million every year due to poor customer service , you can’t expect any good with an average customer support. No matter how great your product your service is, you can’t sustain market competition without a top of the line customer service. Take a look. .

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

NICE inContact

OCTOBER 15, 2018

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

Contact Center 122

Contact Center Consumers Self Service Chatbots 122

Experience Investigators by 360Connext

JANUARY 23, 2024

Over-Reliance on Chatbots While AI and chatbots are absolutely critical to your overall customer experience strategy, over-relying on them at the cost of human interaction can be detrimental. Customers often crave personal, empathetic connections and some bots simply aren’t up to the task. Former CX “Trends” to Leave Behind 1.

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

TechSee

APRIL 24, 2018

A 2017 Gartner survey found that 20% of large enterprises plan to adopt augmented reality/virtual reality (AR/VR) as part of their digital strategy by 2020. Imagine that a telecom company launches a new TV service and must handle set top box installation for one million new subscribers. The future of unboxing is powered by AI / AR.

Self Service 116

Self Service Call Center Video Consumers 116

Bold360

FEBRUARY 6, 2019

According to Forrester, 68% of B2B buyers in 2017 preferred to research online on their own, up from 53% in 2015. [1]. They can do it using same self-service tools many B2C companies use, including FAQs, product demo videos, user forums, contextual search tools and AI chatbots. So, what’s a B2B company to do?

B2B 82

B2B Self Service Chatbots B2C 82

Solvvy

SEPTEMBER 20, 2022

With more people using apps, web-based services, and fintech solutions, businesses must overcome the challenge of providing the best possible customer service to these new customers. What is a Customer Service Chatbot? However, chatbots don’t require customers to ask a question in a particular way.

Chatbots 62

Chatbots Self Service Metrics Customer Service 62

TechSee

DECEMBER 5, 2017

Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. The Canadian-based Coveo increases self-service success and case deflection by making search core to the self-service experience.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

TechSee

APRIL 17, 2018

With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. However, while AI has not yet become the answer to all our customer service challenges, the technology is moving forward at a rapid pace, and is en route to achieving the level of impact previously predicted.

Chatbots 95

Chatbots Customer Service Call Center Customer Care 95

CloudCherry

JULY 25, 2018

The MIT Technology Review: Getting To Iconic report is based on surveys conducted with over 550 business executives at global firms—including retail, IT, logistics, healthcare, IT, and more— in over 30 countries between May and July 2017. Over 60% of them managed relatively large operations with more than $1 billion in annual revenue.

Technology 170

Technology Brands Customer Experience Omni-Channel 170

TechSee

JANUARY 18, 2018

billion active units in 2017, representing 63% of 8.4 To gauge consumer sentiment about self-installation, a comprehensive survey was conducted to learn more about consumer experiences and preferences when installing new home electronic devices. 75% chose self-service as the preferred method of device installation.

Self Service 95

Self Service Customer Service Company Infographics 95

TechSee

MAY 1, 2018

Once success has been established, utilities can roll AI out to other applications and use cases, such as customer service chatbots or automated IT help desks. According to Priori data, the global smart thermostats market grew 56% between Q2 2016 and Q2 2017 to $218.5M.

Self Service 132

Self Service Analytics Call Center Report 132

Wootric CX Blog

JUNE 19, 2019

From smart devices to self-driving cars to chatbots – AI impacts various aspects of our lives. Did you know that 84 percent of people used an AI-enhanced product in 2017–most without even knowing it? Empowering Self-Service. Here’s how: Chatbots for Customer Support. In fact, AI is all around us.

Self Service 82

Self Service Customer Experience Chatbots Poor Customer Service 82

Second to None

APRIL 8, 2019

The Needy Customer Service Representative (or Chat Bot). Is there such a thing as “too much” customer service? In the realm of e-commerce, customer service is typically provided via chat bot or a live assistance chat feature. In some cases, yes.

Chatbots 82

Chatbots Self Service Customer Service Representative Fashion 82

CloudCherry

JANUARY 4, 2018

The hope is that users will feel a closer connection with banks, but it will also help improve self-service, which has become highly important to consumers. Even in our digital world, there are still hundreds of millions (if not more) people who don’t have access to online or mobile banking services. Expanding Target Markets.

Banking 170

Banking Trends Financial Self Service 170

Avaya

NOVEMBER 2, 2017

At the recent Monage Conference , where Jeff Pulver invited me to speak, I talked about chatbots and shared how they can transform customer experiences for large enterprises. It was a perfect topic for the mix of customers and entrepreneurial chatbot developers in attendance. Chatbot technology is growing at such a rapid pace.

Chatbots 57

Chatbots Customer Experience Self Service Contact Center 57

ShepHyken

JANUARY 23, 2017

(BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems. The Future Will Be Defined by Choice – Part II: The Role of Self-Service in Customer Experience by Sharpen.

Self Service 48

Self Service Social Media Customer Service Fashion 48

CX University

JANUARY 14, 2019

billion in 2017, an increase of almost an entire order of magnitude in a single year (10x). Einstein is Salesforce’s AI engine, and in addition to core offerings in sales and marketing analytics, offers chatbots and personalized recommendations. AI Customer Service: Aivo. Holistic customer satisfaction solution.

Survey 108

Survey Customer Experience Marketing Self Service 108

Solvvy

OCTOBER 23, 2020

Chatbots and automated support are crucial to ensuring exceptional customer experiences. Solvvy’s complete chatbot creates opportunities for eCommerce companies to serve their customer’s needs. How do chatbots benefit internet retailers? Addressing Customer Needs Instantaneously .

Ecommerce 48

Ecommerce Chatbots Self Service Customer Experience 48

TechSee

MARCH 13, 2018

Artificial Intelligence was the talk of 2017. The hype was generated by successive breakthroughs in multiple industries, such as self-driving cars, smart assistants, etc., A major driver for the chatbot disappointment in 2017 was the inflated expectations. Clearly, chatbots have the potential to deliver great value.

Customer Service 95

Customer Service Chatbots Virtual Agent How To 95

Comm100

DECEMBER 11, 2017

According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. Not to mention the influx of audio/video chat services, integrated knowledge bases and Chatbot services. Self-Serve Tools.

Customer Experience 130

Customer Experience Social Media Self Service Multi-Channel 130

Inbenta

NOVEMBER 13, 2018

In 2017, online shopping sales set a record high of of $108 billion. With a good support strategy, online retailers can divert most of these challenges to self-service; however, there are a few precautionary measures to take in advance in order to ensure the smoothest experience for your online shoppers (and support agents on the other side).

Self Service 60

Self Service Tips Customer Service e-support 60

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services.

Self Service 59

Self Service Virtual Agent Multi-Channel Banking 59

Eptica

MARCH 14, 2017

Date: Wednesday, March 15, 2017 Chatbots and bots - what they mean for customer experience. Published on: March 15, 2017. But what do the terms bot, chatbot and artificial intelligence actually mean – and how can they improve your customer experience? There is a difference.

Chatbots 50

Chatbots Customer Experience Self Service Knowledge Base 50

Eptica

JULY 18, 2018

Author: Neil Cox - Account Manager By 2021, 15% of all customer service interactions will be completely handled by AI - an increase of 400% from 2017. And by 2022, 72% of interactions will involve an emerging technology such as machine-learning, chatbots or mobile messaging - up from 11% in 2017.

Self Service 63

Self Service Chatbots Conference Technology 63

ShepHyken

DECEMBER 8, 2017

Use Technology for Self Service. For instance, IVRs and artificial intelligence enabled Chatbots can make the customer service easier and efficient. Chatbots which work like virtual agents can solve basic query and transfer a call to ‘live agents’ in case of escalation. Acknowledge the Mobile Social Customer.

Contact Center 45

Contact Center Customer Engagement Engagement Customer Service 45

Bold360

AUGUST 24, 2017

If you’re looking to improve your customer experience in 2017, you’re not alone. In fact, in the 2017 Digital Trends Survey, completed by Adobe and eConsultancy, CX ranked as the highest priority for 63% of marketers. Take a look at the elements below from Adobe, that businesses want to focus on as customer experience goals for 2017.

Self Service 68

Self Service Customer Service Customer Experience Social Media 68

Eptica

AUGUST 2, 2017

Date: Wednesday, August 16, 2017 Five ways retailers can improve CX ahead of Peak. Published on: August 16, 2017. Invest now in implementing and optimizing a web self-service system that lets customers ask questions in their own words and get immediate answers – whatever time of day or night it is.

Retail 56

Retail Self Service Knowledge Base Chatbots 56

Avaya

SEPTEMBER 30, 2016

One of the key themes of the show is Artificial Intelligence, something that shouldn’t really be a surprise considering the technology is fast becoming a reality in the enterprise, with chatbots, predictive intelligence and robot PAs. Well let’s look at the Avaya chatbot as an example. Don’t believe me?

Self Service 40

Self Service Chatbots Social Media Analysis 40

ShepHyken

NOVEMBER 4, 2022

From self-service portals to omnichannel support options and knowledge management systems, BPOs have greatly enhanced customer service. . In India alone, the IT BPO industry generated around $154 million in revenue in 2017-2018, according to Brandongaille. . Self-Service for Timeless Customer Support .

Self Service 66

Self Service Customer Experience Multi-Channel Call Center 66

Inbenta

JUNE 9, 2021

Summary: What Is a Reactive Chatbot? So Then, What Is a Proactive Chatbot? Benefits of Proactive Chatbots. Proactive Chatbot Best Practices – When and How to Use Them. Is There Any Disadvantage to Implementing a Proactive Chatbot? Chatbots are the quintessence of automated information systems.

Chatbots 52

Chatbots Net Promoter Score Customer Satisfaction Interaction 52

TechSee

JUNE 25, 2019

Customer-facing AI technologies are especially relevant to assisting in customer identification, call classification/routing, chatbots and predictive personalization. The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 Biometrics.

Technology 122

Technology Customer Service Contact Center Omni-Channel 122

COPC

JUNE 20, 2019

In the quest for faster, easier and more cost-effective service journeys, we are seeing many organisations across a wide range of industries turning to online solutions or self-service, technology-assisted interactions as the future of customer interactions. Chatbots . The Future of Chatbots. This represents a 5.6

Chatbots 40

Chatbots Self Service Touchpoint Technology 40

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services.

Self Service 52

Self Service Virtual Agent Multi-Channel Banking 52