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In 2017, all eyes were on chatbots and virtualagents – the assumption being that they would take over a significant part of the customer interaction and deliver real value in communicating with customers. Comparing data from multiple sources to past patterns can predict sales conversions, customer lifetime value, churn and more.
Public switched telephone network (PSTN)caller wait time dropped to less than one minute , and PSTN call abandonment fell a solid 8%. Omnichannel callcentersolutions have promised for years to reduce the inefficiency and frustration that occurs when your customers switch between channels in their attempts to resolve an issue.
Current state of DSS in contact centers. Callcenters are highly stressed environments. In customer service, it helps the IDSS see the problem, as a virtualagent. The agent’s cognitive focus shifts from the mechanics of each step of the process to the big picture — satisfying the customer. .
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