Comm100

MARCH 13, 2023

The benefits of chatbots in student recruitment are abundant and clear – 24/7 availability, increased support capacity, faster response, personalized support… and the list goes on. However, what hasn’t been so clear is student receptiveness to these chatbots – until now. Read more Report 1. Only 5% said they were not.

Chatbots 241

Chatbots Survey Social Media Report 241

Retently

MARCH 17, 2025

Table of Contents Weekly, Monthly, Quarterly & Yearly CX Reports: Whats the Difference? And thats exactly what CX reports help with not just reacting to problems, but preventing them. Yet, not all reports serve the same purpose. But, heres the challenge – not all CX reports are useful. The result?

Report 90

Report How To Effort Score NPS 90

Calabrio

MARCH 26, 2025

By centralizing data and automating reporting, they streamlined workforce operations, improved coaching efficiency, and enhanced decision-making immediately improving agent adherence by 20% and driving stronger customer experiences. This ensures agents receive tasks that align with their strengths and support their career growth.

Call Center 213

Call Center Self Service Chatbots CRM 213

eglobalis

JANUARY 20, 2025

Businesses can leverage AI and business intelligence platforms to deliver customized dashboards and real-time reporting. Sustainability reporting tools like Sphera or EcoVadis can help track and communicate environmental efforts. Similarly, AI-driven chatbots, such as Zendesks platform, enable quick resolution of common queries.

B2B 423

B2B Loyalty Loyalty Programs Innovation 423

InMoment XI

OCTOBER 31, 2024

Consider including self-service options like chatbots for customers who don’t want to spend time with an agent. Consider assigning simpler queries to chatbots to reduce wait times for initial responses. Provide multiple interaction channels, like email and live chat, for contacting agents.

Call Center 195

Call Center Metrics Self Service Effort Score 195

ECXO

NOVEMBER 19, 2024

AI-Powered Chatbots & Automation : Implement AI-driven tools to improve response times and enhance customer support. Chatbots can handle routine inquiries, freeing up human agents to tackle complex issues, much like how droids handle technical tasks while the heroes focus on strategy. This can lead to continuous CX improvements.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

InMoment XI

OCTOBER 30, 2024

For instance, by utilizing chatbots to quickly respond to customer complaints, companies can save hours’ worth of time that can be invested into building rich customer relationships. McKinsey & Company ) Approximately one in six customers report that insurers don’t follow up with them after an initial discussion.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Comm100

MARCH 27, 2023

Higher Education Chatbots – Everything You Need to Know In the competitive world of higher education, providing students with the very best support is key to increasing enrollment, improving student satisfaction, and reducing drop-out. This is where higher education chatbots come into play.

Chatbots 198

Chatbots Multi-Channel Knowledge Base Wait Times 198

InMoment XI

OCTOBER 24, 2024

This means you never have to leave your customer engagement platform if you respond to a customer via email, SMS, online review, or chatbot. Higher Profit Margins Most organizations that prioritize customer engagement reported higher margins than those that do not. An omnichannel strategy plays a crucial role in this success.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

Comm100

NOVEMBER 23, 2021

If chat volumes become too high for agents to keep up with, live chat also supports the introduction of a chatbot. Chatbots improve speed and support for customers in several ways. By responding immediately, chatbots eliminate wait times and can be used to start collecting necessary information from customers.

Chatbots 246

Chatbots Customer Experience Multi-Channel CRM 246

InMoment XI

NOVEMBER 19, 2024

The chatbot, formerly Bard, was asked, “ What new discoveries from the James Webb Space Telescope can I tell my 9-year-old about? For example, a chatbot might give incorrect information about a product, policy, or support steps. Inaccurate financial reporting can affect investment decisions and stakeholder trust.

Healthcare 195

Healthcare Contact Center Training Financial 195

InMoment XI

NOVEMBER 7, 2024

Of the 81% of organizations automating workflow processes, 98% report that reducing errors is a major or minor benefit of customer experience automation. Organizations that invest in AI and automation report that it has helped them better serve customers. The Sixth Edition State of Service Report. ( [link] ).

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

eglobalis

MARCH 30, 2025

For example, telecommunications providers track Twitter for outage reports or service complaints; a sudden cluster of angry tweets about network issues alerts them to a problem long before a formal survey would. Telecom giants feed transcripts of customer chats and social media mentions into AI models to watch customer mood in real time.

Survey 317

Survey Banking NPS Effort Score 317

Comm100

OCTOBER 17, 2023

Here are the key features, channels and tools of customer service automation software: Chatbots : These are AI-driven tools that can engage with customers in real-time on websites, apps, or messaging platforms. Analytics and Reporting : Gather data on customer interactions, identify trends, and make improvements based on insights.

Software 239

Software Chatbots Customer Service Knowledge Base 239

InMoment XI

DECEMBER 18, 2024

Chatbots and virtual assistants rely on their knowledge bases to respond to or escalate customer queries. For example, a chatbot can update its knowledge base after encountering a new query. These reports use charts, graphs, and summaries to visualize for stakeholders.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

BlueOcean

APRIL 1, 2025

According to recent studies , 60% of customer service leaders report feeling pressure to adopt AI in their function. One airline was on the hook for tens of thousands of dollars because of what their chatbot had erroneously said to customers. Are you trying to figure out how to integrate AI into your customer support model?

Self Service 156

Self Service Effort Score Analysis Chatbots 156

eglobalis

JULY 31, 2024

Analytics and Reporting Tools Solutions like Google Analytics, HubSpot, and (Salesforce)Tableau among others provide in-depth insights into marketing performance across various channels. Live Chat and Chatbot Solutions Platforms like Intercom, GenesysDX, Liveperson and Drift offer live chat and AI-powered chatbot functionalities.

Customer Experience 430

Customer Experience Social Media Analytics Chatbots 430

BirdEye

MARCH 6, 2025

And whats generating much attention as a powerful differentiating factor in customer engagement are AI chatbots. Platforms like Birdeye Chatbot AI dont just answer questions, they are changing the way businesses interact with their customers. Lets take a closer look at why AI chatbots are a must-have tool for modern marketers.

Chatbots 52

Chatbots Customer Engagement Engagement Marketing 52

Comm100

JULY 4, 2023

If you’re reading this blog, you’ve likely come to the realization that your customer service & support operations could benefit from chatbots and automation – welcome to the club! The adoption of bots is skyrocketing as their benefits for both customers and organizations become increasingly clear.

Chatbots 130

Chatbots How To Measurement Report 130

Comm100

JUNE 23, 2022

Read more: Dawson College Holds Virtual Open House with Live Chat & Video Engagement. Integrated chatbot . The use of chatbots for customer service is growing rapidly every year. In 2022, 58% of customers surveyed said they’ve used chatbots for simple customer service, compared to 43% just two years prior.

Chatbots 244

Chatbots Self Service Video Wait Times 244

Comm100

JUNE 12, 2023

By February of 2023, the chatbot created by software company OpenAI had garnered 100 million unique visitors , making it the fastest-growing consumer app ever to have been released. The AI chatbot application can respond to written prompts to generate stories, essays, articles, answers to questions, code sequences, and even jokes and poems.

Chatbots 130

Chatbots Customer Experience Healthcare Software 130

ECXO

AUGUST 12, 2024

Analytics and Reporting Tools: Solutions like Google Analytics and Tableau provide comprehensive insights into marketing performance across channels. Live Chat and Chatbot Solutions: Platforms like Intercom and Drift offer live chat and AI-powered chatbot functionalities, providing instant customer support and resolving queries in real time.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

Calabrio

MARCH 22, 2025

When a single call, text, or even chatbot message is charged with so much potential impact, the task of effective contact center management has taken on a new level importance. Implement user-friendly knowledge bases, FAQs, and chatbots to empower customers to find answers independently.

Contact Center 130

Contact Center Management Strategy Call Center 130

Comm100

SEPTEMBER 28, 2021

Lake Michigan Credit Union – Improving Member Support with Live Chat & Chatbot . Since rolling out live chat, LMCU has bolstered their technology stack through the adoption of Comm100 AI Chatbot. This chatbot now provides 24/7 support to members, which has led to improved engagement and CSAT.

Customer Service 246

Customer Service Chatbots Banking B2C 246

Comm100

MAY 7, 2024

Efficient customer service requires prompt responses, whether from AI chatbots offering instant answers or live agents with quick access to customer data. The platform integrates email, live chat, social media, and SMS, making it easy for agents to manage and respond to queries efficiently.

Customer Service 233

Customer Service Strategy Self Service How To 233

Comm100

DECEMBER 2, 2021

Chatbot domination. In 2022, chatbots will become a driving factor in improving customer experience. While bots are seeing use in financial services, many organizations are still hesitant to embrace them. Year over year, chatbot use has increased significantly as technology and AI improvements have been made.

Financial 246

Financial Trends Customer Experience Omni-Channel 246

Comm100

JANUARY 11, 2023

In customer service, automation is commonly seen in the form of chatbots. Chatbots can respond to customer queries, answering the common requests, immediately and 24/7. According to a study on chatbot impact , overall market preference for chatbots as the primary mode of communication for customer service now sits at 45%.

Customer Service 245

Customer Service Self Service Chatbots Return on Investment 245

Comm100

MARCH 23, 2022

The World Council of Credit Unions recently reported a 29% global growth in CU membership year-over year. To continue member support even after agents are offline, chatbots can be introduced to handle a wide range of member inquiries and service requests without human intervention. We love our chatbot.

Chatbots 246

Chatbots Social Media Banking Omni-Channel 246

InMoment XI

OCTOBER 23, 2024

By providing industry-specific insights, whitepapers, or reports on market trends, you can establish yourself as an authoritative bank. Customers who regularly use a bank’s smartphone app or website report higher satisfaction levels on average compared to those who infrequently use digital channels.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

FEBRUARY 3, 2022

That’s why we put a magnifying glass over these emerging consumers and employees in our recent 2022 Experience Trends report , to give you the intelligence you need to create a positive impact with Gen Z, whether you’re trying to convince them to become loyal customers or recruit them to be engaged employees.

Employee Experience 397

Employee Experience Customer Experience Brands Social Media 397

Comm100

FEBRUARY 17, 2025

Many still think of AI as just a super-advanced chatbot! iGaming and sports betting operators are using machine learning to analyze historical performance data, injury reports, player fatigue, and recent gameplay trends to predict the likelihood of specific outcomes, and thus, offer tailored odds. Request your personalized demo today!

Sports 130

Sports Chatbots Social Media Competitive Advantage 130

InMoment XI

DECEMBER 3, 2024

Customer-centric companies realize an 80% increase in revenue and report 60% higher profit than those that don’t focus on customer experience. Invest in self-service options like intelligent chatbots for quick issue resolution. Customer experience (CX) is emerging as a significant competitive advantage for businesses.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

AWS Machine Learning

AUGUST 15, 2024

Enterprises with contact center operations are looking to improve customer satisfaction by providing self-service, conversational, interactive chat bots that have natural language understanding (NLU). Users of the chatbot interact with Amazon Lex through the web client UI, Amazon Alexa , or Amazon Connect.

Chatbots 121

Chatbots Knowledge Base Customer Experience Multi-Channel 121

Comm100

MARCH 20, 2024

Similarly, in Canada, the Edelman Trust Barometer reported a drop in public trust in government, falling from 53% in 2020 to 49% in 2021. Learn how WCB Manitoba adopted Comm100 Live Chat to improve customer satisfaction in the video below: 1. This in turn helps to build public trust in government, as shown by Global Affairs Canada.

Government 242

Government Communication Self Service How To 242

BirdEye

DECEMBER 28, 2024

This is exactly where AI chatbots step in, helping healthcare providers avoid losing patients simply because theyre unavailable. AI chatbots are changing that, offering immediate, intelligent, and compassionate medical support when its needed the most. Table of contents What is an AI Chatbot for healthcare?

Healthcare 52

Healthcare Chatbots Multi-Channel Insurance 52

Experience Investigators by 360Connext

NOVEMBER 16, 2021

Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered. In many organizations, the collecting and reporting of feedback can become more important than acting on it.

Feedback 367

Feedback Customer Journeys Net Promoter Score NPS 367

TechSee

JANUARY 27, 2025

Reasoning is the difference between a basic chatbot that follows a script and an AI-powered assistant or AI Agent that can anticipate your needs based on past interactions and take meaningful action. This typically involved both drawing on historical data and real-time insights.

Interaction 124

Interaction Average Handle Time Multi-Channel Chatbots 124