Lumoa

NOVEMBER 30, 2022

Well, this article will cover everything you need to know; from the benefits of the tech to the drawbacks, as well as several real-life use cases to inspire you. Another great idea to explore is offering a digital sales agent that is voice-enabled. This allows customers to track their inquiries on a self-service platform.

Retail 195

Retail Customer Experience Chatbots Ecommerce 195

Tricia Morris

OCTOBER 28, 2015

The goal of self-service is to make things easier for both the customer (to find information) and customer service agents (to deflect information requests from assisted service). Expectations for, and of, self-service are growing at a rapid pace. But making things easier always begins with hard work.

Self Service 40

Self Service Virtual Agent ROI Tips 40

West Monroe

JULY 24, 2017

Fewer people are picking up the phone to interact with a company, and companies are putting an emphasis on self-service. If you are keen on customer-centricity, you need to think about making strategic investments in customer service technologies – especially within your contact center.

Virtual Agent 53

Virtual Agent Contact Center Self Service Technology 53

Interactions

JUNE 25, 2020

This recent article from the Wall Street Journal explained some consumers’ plight as they tried to contact some famous brands after their purchases and got stuck in the hold time void. . Without automation and self-service, every customer requires an agent’s help to resolve their query. Virtual Agents can help.

Self Service 71

Self Service Virtual Agent Customer Journeys Contact Center 71

UJET

MARCH 22, 2021

We won’t just guide them to the right agent: We’ll guide them to the right channel. We’ll guide them to answers for more self-servicing and deflection. Providing a means of self-service. Gathering contextual information for the agent. Conversational AI & Virtual Agents.

Virtual Agent 82

Virtual Agent Self Service Contact Center Customer Journeys 82

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. The partnership is already creating interest in the marketplace, with the companies currently collaborating on several projects. About Spitch.

Self Service 59

Self Service Virtual Agent Multi-Channel Banking 59

Talkdesk

MARCH 24, 2020

An increasing number of customers prefer to use self-service channels to get their questions answered, and they want that information delivered in a truly personalized way. Knowledge base admins realize the same benefits from an AI-powered solution.

Knowledge Base 57

Knowledge Base Self Service Net Promoter Score Average Handle Time 57

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. Customer service has the power to make or break a company. Use Technology for Self Service. Read Shep’s latest Forbes Article: The Customer, Not Santa, Is Bringing You A Gift.

Contact Center 45

Contact Center Customer Engagement Engagement Customer Service 45

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. AI Streamlines Agent Training.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

AWS Machine Learning

JULY 18, 2023

Amazon Lex is a service that allows you to quickly and easily build conversational bots (“chatbots”), virtual agents, and interactive voice response (IVR) systems for applications such as Amazon Connect. Today, a bot developer can improve self-service experiences without utilizing LLMs in a couple of ways.

Self Service 98

Self Service Chatbots Resources Knowledge Base 98

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. The partnership is already creating interest in the marketplace, with the companies currently collaborating on several projects. About Spitch.

Self Service 52

Self Service Virtual Agent Multi-Channel Banking 52

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. AI Streamlines Agent Training.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

Bold360

AUGUST 24, 2017

Virtual Agents. Customer Service Improvement Means More Digital Self Service. It simultaneously does what we focused on at the beginning of this article, both delights customers and empowers employees. If not, they consider this a customer service fail. Your support agents have been given a promotion.

Self Service 68

Self Service Customer Service Customer Experience Social Media 68

Kustomer

FEBRUARY 6, 2024

Includes an integrated knowledge base, facilitating self-service and empowering customers to find solutions independently. Self-Service Portal : It has an easy-to-navigate help center for your website, helping you reduce contact rates at scale. It has a knowledge base and self-service portal for FAQs.

Software 91

Software Self Service Omni-Channel Knowledge Base 91

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. In this in-depth article, Reina G. Lampton look at the state of customer service in the digital age. According to a recent study conducted by Gartner Research, 15 percent of all customer service interactions will be handled entirely by AI by 2020 1.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52

Playvox

JANUARY 13, 2022

Many newer at-home workers, including contact center agents, find they like working from home, and an eye-popping 58% of remote employees would rather find a new job than return to the office. Related Article: Ensuring Your Agents Are Fully Operational Working from Home. Gen Z Has Arrived.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

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

CSM Magazine

JUNE 16, 2023

IBM Watson Assistant IBM Watson Assistant is an advanced platform designed to deliver unparalleled virtual agent experiences. With its cutting-edge conversational AI for customer service, it helps organizations ensure fast, friendly, and intelligent multichannel support.

Customer Service 52

Customer Service Virtual Agent Chatbots Omni-Channel 52

Comm100

FEBRUARY 16, 2018

Improving the agent experience isn’t the only way that companies are looking to remove friction from the customer experience. According to a Roper Survey, 80% of business decision-makers prefer to get company information in a series of articles versus an advertisement. Consider the changes that Facebook is rolling out in 2018.

Customer Service 124

Customer Service Social Media Chatbots Knowledge Base 124

NobelBiz

FEBRUARY 21, 2023

This article will cover 10 of the most important and impactful call center trends you need to follow in 2023. This strategy allows the call center to deliver superior customer service, reduce service wait times, and streamline the client experience. It means giving them more power so they can provide even better service.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

This article will cover 10 of the most important and impactful call center trends you need to follow in 2023. This strategy allows the call center to deliver superior customer service, reduce service wait times, and streamline the client experience. It means giving them more power so they can provide even better service.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

Bold360

NOVEMBER 30, 2016

As Martin Bryant points out in an article for The Next Web , the key factor in the usefulness of any chat bot is usability. Virtual Agents / Chatbots Directory (Chatbots.org). Learn how a customer service bot can help you improve customer retention and cx- download our free white paper! Beep Boop HQ.

Chatbots 40

Chatbots Strategy Self Service ROI 40

Kayako

SEPTEMBER 17, 2015

A Frequently Asked Question section (FAQs) is without a doubt the most commonly used tool in self-service. But now for some things you may not know: Have you ever thought that your FAQs may be hurting your self-service? This scenario also affected virtual agents, devaluing their ROI). Final 5 on FAQS.

Self Service 120

Self Service Virtual Agent ROI System 120

InteractionMetrics

MARCH 20, 2025

Thats why we didnt just list “the most popular” tools in this article. Aimed at mid-sized to large enterprises looking for robust contact center capabilities, Five9 stands out for its Intelligent Virtual Agents (IVAs) that automate routine inquiries and real-time AI coaching that boosts agent performance.

Software 52

Software Multi-Channel Contact Center Social Media 52

CSM Magazine

MARCH 18, 2021

Not only in marketing and sales, but also in service. They want and need to digitize and automate more with meaningful self-service solutions. Glock: As customers, there are four hurdles that customer service has to overcome. Here, bots could greatly increase the quality of customer service.

Customer Service 75

Customer Service Virtual Agent Contact Center Chatbots 75

Inbenta

OCTOBER 30, 2024

This article discusses 11 powerful applications of NLP, including automated translation to accurately convey meaning, sentiment analysis for understanding customer intent, and virtual chatbots for better customer interactions. Virtual agents and chatbots Thanks to NLP technology, chatbots have become more human-like. 

e-support 52

e-support Virtual Agent Chatbots Self Service 52