Uniphore

JUNE 10, 2021

By automating common yet time-consuming, tasks companies can make their existing systems work smarter–no codes required. 25% Lack of self-service options. 0% Security issues with Agents at Home. Use Self-Service to Handle High Call Volume. Fortunately, you can take the pressure off of your agents.

Call Center 246

Call Center Self Service Contact Center eBook 246

TechSee

OCTOBER 9, 2018

Millennial consumer attributes. According to Accenture , Millennials have overtaken Baby Boomers as the largest consumer demographic, expected to account for 30% of retail sales — that’s $1.4 I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service. Self-service platforms.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

Interactions

JUNE 10, 2022

Customers are busy and self-service provides a fast and efficient way for them to get things done. Consumers also recognize the benefits of using automated systems. The same survey also found that 64% of consumers would use a channel automated by AI to contact a business if they could get things done easier and more efficiently.

Self Service 62

Self Service System Consumers Multi-Channel 62

NICE inContact

MARCH 28, 2019

In our NICE inContact CX Transformation Benchmark , chat has the highest satisfaction of all channels with 47% of consumers saying they were very satisfied with chat, as it provides convenient, quick, and helpful service. Consumers have already accepted chat! What’s the point?

Chatbots 149

Chatbots Self Service Virtual Agent Contact Center 149

TechSee

JANUARY 14, 2020

AI makes personalized real-time agent coaching possible based on speech-to-text transcriptions and analytics, enabling agents to receive helpful feedback while they are speaking with the caller, instead of days or weeks later. Why agents are embracing the change. Computer-Vision powered self-service.

Call Center 124

Call Center Self Service Virtual Agent Contact Center 124

UJET

DECEMBER 10, 2020

Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport). What, Exactly, Are Virtual Agents? Intelligence Is a Matter of Features.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

UJET

DECEMBER 10, 2020

Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport). What, Exactly, Are Virtual Agents? Intelligence Is a Matter of Features.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

TechSee

JANUARY 14, 2020

AI makes personalized real-time agent coaching possible based on speech-to-text transcriptions and analytics, enabling agents to receive helpful feedback while they are speaking with the caller, instead of days or weeks later. Smarter Agents. Virtual agents learn as they process more information, but someone must train them.

Self Service 109

Self Service Virtual Agent Contact Center Call Center 109

Interactions

AUGUST 29, 2022

Virtual agents have come a long way. And while some companies are certainly still using automated systems from the dark ages, forward-thinking brands have taken advantage of advancements in technology for big steps forward in customer experience self-service. . But what’s next? Here’s what we found out. .

Virtual Agent 62

Virtual Agent Self Service eBook Report 62

Inbenta

OCTOBER 30, 2024

Virtual agents and chatbots Thanks to NLP technology, chatbots have become more human-like.  Virtual agents and chatbots allow for human-like customer service that provides 24/7 support. Put NLP to work for your business. Schedule a demo 3.

e-support 52

e-support Virtual Agent Chatbots Self Service 52

TechSee

APRIL 21, 2021

consumers have required assistance during the COVID-19 pandemic. Computer Vision AI-Based Self-Service. AI is reshaping the enterprise approach to self-service. AI enhances existing self-service capabilities, such as smart FAQ and IVR, with the new cognitive capabilities in chatbots or virtual agents.

Call Center 136

Call Center Self Service Innovation Contact Center 136

Solvvy

NOVEMBER 30, 2022

Zoom Virtual Agent , an intelligent conversational AI chatbot solution, uses natural language processing and machine learning to accurately understand and painlessly resolve issues for customers. Zoom Virtual Agent works 24/7 on multiple support channels to deliver fast, personalized customer experiences.

Virtual Agent 62

Virtual Agent Meeting Contact Center Chatbots 62

AWS Machine Learning

SEPTEMBER 29, 2022

The rise of artificial intelligence technologies enables organizations to adopt and improve self-service capabilities in contact center operations to create a more proactive, timely, and effective customer experience. In this post, we demonstrate how to elevate traditional customer service FAQs with an interactive voice bot.

Virtual Agent 95

Virtual Agent Call Flow Self Service Contact Center 95

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

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).

Self Service 120

Self Service Virtual Agent ROI System 120

Interactions

JUNE 25, 2020

The pandemic has accelerated the shift in consumer behavior. It takes decades to change consumer behavior, but this pandemic has done it in a matter of weeks. It has forced consumers to put aside whatever hesitations they had with online shopping and embrace it with both arms. Virtual Agents can help.

Self Service 71

Self Service Virtual Agent Customer Journeys Contact Center 71

BlueOcean

FEBRUARY 24, 2016

By correlating particular customer behaviors with optimal outcomes, call centers will be using data to not only improve quality of service, but in the long term, may also be contributing to reducing overhead, decreasing customer attrition, and more easily discovering up-sell opportunities.

Customer Service 136

Customer Service Contact Center Call Center Self Service 136

UJET

MARCH 22, 2021

Changes in Consumer Behaviors. Today, we see smartphones in the hands of over 80% of consumers, we spend on average more than 5hrs / day on our phones. The second significant change to consumer behavior is a little more recent. It’s about the service you provide and the availability of that service. 5hrs / day.

Virtual Agent 82

Virtual Agent Self Service Contact Center Customer Journeys 82

TechSee

NOVEMBER 19, 2019

The main purpose of the traditional IVR system is to act as a self-service option that enables customers to help themselves to quick solutions, while increasing the containment rate by avoiding transfers to live agents, thereby freeing them up to handle more strategic or complex enquiries. Adding vision to the mix.

Self Service 19

Self Service Insurance Effort Score Customer Journeys 19

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. But now the world is very different.

Omni-Channel 72

Omni-Channel Contact Center Self Service Virtual Agent 72

Interactions

AUGUST 12, 2022

Conversational AI applications are being used by many brands today to automate tasks via self-service and improve both customer and agent experience. One of the most popular types of Conversational AI in CX are virtual agents, which are advanced Conversational AI applications. The Main Character: Conversational AI.

Virtual Agent 71

Virtual Agent Self Service Technology Interaction 71

Interactions

MAY 6, 2022

In customer experience, wasting time is one of the biggest pain points for consumers. In a recent survey, we found the top obstacles people experience when contacting customer service have to do with time, such as long wait times or wasted time due to inefficient processes. . 59% interacted with an agent who was not knowledgeable.

Virtual Agent 71

Virtual Agent Self Service Customer Experience Wait Times 71

Interactions

MAY 28, 2020

As governments plan a phased approach to open up businesses, consumers are both excited and cautious about their safety and welfare. Consumers want to know how their favorite brands handled the first few months of the pandemic – were they able to maintain business continuity? Reimagining Customer Service Strategy.

Customer Journeys 83

Customer Journeys Self Service Strategy Multi-Channel 83

Bold360

JUNE 15, 2017

Studies shown that the customer experience is a crucial factor in consumers’ decisions of where to bring, and keep, their business. How chat bots and virtual agents allow you to value your customers’ time while prioritizing high-value queries. What do I do? How do I do it? With which tool? Why is this not intuitive!??

Self Service 63

Self Service Chatbots Customer Service Virtual Agent 63

UJET

NOVEMBER 3, 2020

No matter how friendly, helpful, and professional your agent is, if your customer engagements are lengthy and repetitive, your customers aren’t going to be happy. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

Interactions

JULY 29, 2020

While digital channels are increasingly a growing means for consumers to reach their utility when service is required, the majority of customer care issues are still handled by contact center agents. ” These routine transactions include checking on account status, modifying service, or making payments.

Self Service 71

Self Service Contact Center Virtual Agent Call Center 71

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. But now the world is very different.

Omni-Channel 56

Omni-Channel Contact Center Self Service Virtual Agent 56

Solvvy

OCTOBER 12, 2022

When you deploy a chatbot, you can offer customer service after regular business hours – anytime that’s convenient for your customers. . Self-service: Intelligent chatbots integrated with your knowledge base, help center, or customer support database help deliver accurate, consistent information to your customers.

Chatbots 94

Chatbots Self Service Knowledge Base Virtual Agent 94

Kustomer

JUNE 27, 2022

In this particular digital age, the ability to offer the same level of service, across any channel, is paramount to long-term brand success. Compassionate customer service is central to meeting the needs of the modern consumer from any generation of shopper. Types of Customer Support Software.

Software 92

Software Tools Customer Service Self Service 92

Playvox

MARCH 19, 2024

As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers. This improves customer satisfaction and net promoter scores, and other key customer service metrics.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

UJET

NOVEMBER 3, 2020

No matter how friendly, helpful, and professional your agent is, if your customer engagements are lengthy and repetitive, your customers aren’t going to be happy. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

Inbenta

OCTOBER 23, 2017

The million dollar question for a market which will be worth billions within a few years is – can my virtual agent answer my customers’ questions? Decision trees are flexible enough to carry out a number of functions for your virtual agent. When it comes to chatbots, businesses want to know one thing.

Chatbots 75

Chatbots Virtual Agent Self Service Examples 75

Bold360

AUGUST 24, 2017

Virtual Agents. Accenture found that 75% of consumers are more likely to spend if the company knows their name, or uses their past purchasing information. Customer Service Improvement Means More Digital Self Service. If not, they consider this a customer service fail. Take a company like Build.com.

Self Service 68

Self Service Customer Service Customer Experience Social Media 68

TechSee

FEBRUARY 12, 2018

Verto Analytics offers market research and cross-platform measurement services that give brands, publishers, and researchers a multi-dimensional view of the digital consumer. Virtual Customer Assistants. An increasing number of customers are demanding self-service options.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

Verto Analytics offers market research and cross-platform measurement services that give brands, publishers, and researchers a multi-dimensional view of the digital consumer. Virtual Customer Assistants. An increasing number of customers are demanding self-service options.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

CSM Magazine

JUNE 12, 2020

Rising customer expectations and increasing brand loyalty competition are driving the need to provide greater value-driven service to both consumers and stakeholders. For instance, an employee can be a stockholder; a supplier can be an employee or customer; and government officials can also be consumers.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52