CSM Magazine

FEBRUARY 28, 2020

The integration of Spitch’s voice technologies and Creative Virtual’s V-Person natural language chatbots and virtual agents brings an industry-leading voicebot offering to the market. In 2019, Spitch was recognized by Gartner as a “cool vendor” in speech and natural language, in a corresponding report.

Self Service 59

Self Service Virtual Agent Multi-Channel Banking 59

Uniphore

JULY 21, 2021

Search Engine Optimization While improving the agent experience is paramount to customer service success, it’s not the only area to focus on. Gartner estimates that 85% of interaction will start with self service solutions , more than 30% higher than in 2019. Other similar tools to consider include chatbots and smart speakers.

Self Service 130

Self Service Customer Service Management Contact Center 130

CSM Magazine

FEBRUARY 28, 2020

The integration of Spitch’s voice technologies and Creative Virtual’s V-Person natural language chatbots and virtual agents brings an industry-leading voicebot offering to the market. In 2019, Spitch was recognized by Gartner as a “cool vendor” in speech and natural language, in a corresponding report.

Self Service 52

Self Service Virtual Agent Multi-Channel Banking 52

Comm100

FEBRUARY 16, 2018

Companies also plan on achieving this top priority for 2018 by creating or optimizing automated self-service experiences (such as through intelligent customer knowledge bases and Chatbots), and improving customer journey mapping. For example, Whole Foods’ Chatbot on Facebook Messenger helps visitors find recipes.

Customer Service 124

Customer Service Social Media Chatbots Knowledge Base 124

CSM Magazine

JUNE 12, 2020

Omni-channels, chatbots, artificial intelligence, and e-commerce represent new cornerstone technologies to achieve that goal. While retailers utilize a wide range of support options such as human and virtual agents, social media, or mobile apps, existing single and multi-channel support systems necessitate access to each channel separately.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52

TechSee

FEBRUARY 12, 2018

The technologies, such as augmented reality (AR) and virtual reality (VR), enable new and unique experiences for customers and employees that blur the lines between the physical world and digital world. Gartner predicts that by 2019, AR, VR and mixed reality (MR) solutions will be adopted in 20% of large-enterprise businesses.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

The technologies, such as augmented reality (AR) and virtual reality (VR), enable new and unique experiences for customers and employees that blur the lines between the physical world and digital world. Gartner predicts that by 2019, AR, VR and mixed reality (MR) solutions will be adopted in 20% of large-enterprise businesses.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

Magellan Solutions

JULY 29, 2021

Luzuriaga further states, “The chatbot is at the bottom of the rung.” Through friendly interactions, your virtual agent can ensure that your live agents speak with the most qualified leads. By pre-qualifying leads with call center AI, you increase the number of conversations for your live agents. billion by 2024.

Call Center 52

Call Center Self Service Social Media Omni-Channel 52

ProProfs Chat

JUNE 14, 2019

30% of US consumers rate chatbot interactions as “very effective” in dealing with customer service issues. 37% of customers report using an online virtual agent or chatbot from a website, and nearly that many have used a virtual agent or chatbot on a smartphone. American Express.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

Gainsight

FEBRUARY 13, 2023

While it’s been in business since 2011, it’s fair to say that Zoom really came into its own during the Covid-19 pandemic, between 2019–21, as an easy-to-use go-to way to help keep both business and personal communication alive and well in a brief but deadly era when face-to-face proximity was actively dangerous.

Customer Insights 52

Customer Insights Strategy Innovation Customer Success 52