Uniphore

JANUARY 21, 2022

How can healthcare CX providers ensure that members consistently receive positive, high-quality service while meeting strict compliance and privacy requirements? Conversational AI and automation can solve many self-service woes. With conversational artificial intelligence (AI) and automation.

Healthcare 246

Healthcare Self Service Virtual Agent eBook 246

Calabrio

MARCH 11, 2025

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

Solvvy

NOVEMBER 30, 2022

Since Zoom acquired Solvvy earlier this year, many people have asked me why Zoom, a company that is the gold standard for team collaboration and meetings, would look to bring Solvvy’s advanced conversational AI technology and team into its portfolio. But Zoom Virtual Agent goes beyond understanding to resolution.

Virtual Agent 62

Virtual Agent Meeting Contact Center Chatbots 62

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

Bold360

FEBRUARY 24, 2016

ll see that customers are choosing self-service over every other channel. Without the adaptable characteristics of live human interaction, how does customer service accommodate this new trend? It is important to take a few factors into consideration when looking at virtual agents to meet your self-service needs.

Virtual Agent 63

Virtual Agent Self Service Software Trends 63

TechSee

SEPTEMBER 21, 2023

AI that can interact naturally with users has the potential to augment and automate every service interaction across every channel. Meet Sophie AI Sophie’s MultiSensory AI fuses data, text (LLMs), audio, speech and visual AI. This is the vision behind Sophie AI, the world’s first multisensory AI platform for the enterprise.

Meeting 109

Meeting Self Service Contact Center Virtual Agent 109

Lumoa

JUNE 23, 2021

Advanced Self-Service Tools According to studies, consumers are increasingly becoming self-reliant, preferring to use self-service channels such as live chat (42%) and chatbots (86%) rather than contacting customer support.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

Talkdesk

FEBRUARY 13, 2020

Gartner’s Four Best Practices for Implementing Extreme Customer Self-Service. According to Gartner’s 2018 Best Practices for Implementing Extreme Customer Self-Service Report , by 2022, 85% of customer service interactions will start with self-service, up from 48% today.

Virtual Agent 54

Virtual Agent Self Service Customer Experience Contact Center 54

TechSee

APRIL 21, 2021

Intelligent collaboration tools are trending in the call center to meet this need of connecting agents with their colleagues and supervisors in order to better serve their customers. Computer Vision AI-Based Self-Service. AI is reshaping the enterprise approach to self-service.

Call Center 136

Call Center Self Service Innovation Contact Center 136

NICE inContact

SEPTEMBER 11, 2018

Founded in 2010, as TechStyle Fashion Group expanded and added new brands to its portfolio, customer service infrastructures were siloed – no overarching system supported synergy between brands. Collecting a diverse range of data and gleaning cohesive insights to meet customer needs better proved to be a significant challenge.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

Avaya

JUNE 24, 2019

Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. These human-like automated bots can seamlessly interact with customers, assisting them with simpler inquiries while offloading agents until they are needed.

Contact Center 104

Contact Center Self Service Contact Center Software Virtual Agent 104

BlueOcean

FEBRUARY 24, 2016

(We are already seeing Customer Effort as a key metric that influences the design of 360-degree customer service solutions.) When and if the consumer of the future does choose a voice channel and live interaction with a customer service agent, they will need the crossover to be seamless, personalized, efficient, and worth the customer effort.

Customer Service 136

Customer Service Contact Center Call Center Self Service 136

UJET

MARCH 22, 2021

So the saying “meet your customers where they are” has always referred to the channel they were in. 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.

Virtual Agent 82

Virtual Agent Self Service Contact Center Customer Journeys 82

UJET

DECEMBER 17, 2020

If the speech engine is still having trouble understanding the caller, the auto-attendant may connect them with a human agent or ask the customer if they would prefer to converse in their native language. An NLP-powered virtual agent understands the semantics and context of keywords to respond more efficiently to mobile customer questions.

Examples 72

Examples Virtual Agent Self Service Chatbots 72

UJET

DECEMBER 17, 2020

If the speech engine is still having trouble understanding the caller, the auto-attendant may connect them with a human agent or ask the customer if they would prefer to converse in their native language. An NLP-powered virtual agent understands the semantics and context of keywords to respond more efficiently to mobile customer questions.

Examples 72

Examples Virtual Agent Self Service Chatbots 72

Interactions

MAY 28, 2020

They are more open to video and teleconferencing than meeting in person. And, they are more willing to use self-service technologies to communicate with brands. Use this opportunity to assess your customer service organization – how can you optimize your workforce? Are you ready for AI or Virtual Agents?

Customer Journeys 83

Customer Journeys Self Service Strategy Multi-Channel 83

Inbenta

JUNE 2, 2021

In multinationals, where teams can often be dispersed over numerous countries and time zones, there is also an increased need for HR teams or proficient self-service capabilities to be available 24/7 to assist whenever an employee may need their help. Benefits of HR automation.

Self Service 83

Self Service Chatbots Policies Virtual Agent 83

Upstream Works

JANUARY 18, 2022

Now, they are unable to meet basic service levels. Artificial intelligence is still an important initiative, but efforts should be focused primarily on augmenting the agent’s capabilities. Conversational AI applications are the new self service and can have a limited affect in deflecting contacts.

Contact Center 78

Contact Center Virtual Agent Self Service Knowledge Base 78

Interactions

JULY 29, 2020

Virtual agents can support an omnichannel approach to customer service. However, the tried and true contact center is still at the heart of customer service and is the main touchpoint for many ratepayers who need assistance from their utility provider. Digital Transformation for Utilities.

Self Service 71

Self Service Contact Center Virtual Agent Call Center 71

Kustomer

JUNE 27, 2022

What consumers are looking for in a digital-first world is that feeling when your morning coffee barista greets you with a hearty hello and a warm smile, or when you get that email from your food delivery service giving you a free meal for continued loyalty. Types of Customer Support Software.

Software 92

Software Tools Customer Service Self Service 92

TechSee

MARCH 11, 2024

Understanding Conversational AI Conversational AI refers to technologies that users interact with through a natural, conversational interface, like chatbots or virtual agents. What managed services are looking for? Many AI-powered solutions are incredibly costly and manpower intensive, especially during setup.

Chatbots 124

Chatbots Self Service Culture Virtual Agent 124

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 87

Self Service Chatbots Resources Knowledge Base 87

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

Kustomer

FEBRUARY 6, 2024

Scope and Scale Scope and scale are crucial considerations when choosing help desk software because they directly impact the software’s effectiveness in meeting the needs of the organization. Includes an integrated knowledge base, facilitating self-service and empowering customers to find solutions independently.

Software 91

Software Self Service Omni-Channel Knowledge Base 91

Interactions

SEPTEMBER 30, 2021

Therefore, convenient and patient-centered experiences are required to meet expectations, like self-service scheduling, billing, and appointment reminders. . Improve Agent Productivity & Engagement. Patients today are involved in their healthcare journeys more than ever before.

Self Service 62

Self Service Healthcare How To Virtual Agent 62

TechSee

MARCH 11, 2024

Understanding Conversational AI Conversational AI refers to technologies that users interact with through a natural, conversational interface, like chatbots or virtual agents. What managed services are looking for? Many AI-powered solutions are incredibly costly and manpower intensive, especially during setup.

Chatbots 109

Chatbots Self Service Culture Virtual Agent 109

SaleMove

FEBRUARY 19, 2021

The proliferation of digital-first technologies combined with the rise of artificial intelligence (AI) and self-service options has created fundamental changes in the contact center. Customers today are empowered with more service choices and higher expectations than ever. This is both a challenge and also an opportunity.

Contact Center 69

Contact Center Customer Centricity Self Service Customer Experience 69

VDS

SEPTEMBER 17, 2020

Intelligent Virtual Agent (IVA). Intelligent Virtual Agents have matured significantly and are able to handle the increased demand for self-service. Intelligent Virtual Agents can help you meet that expectation. Virtual Hold.

Virtual Agent 52

Virtual Agent Customer Service Self Service Contact Center 52

Think Customers

OCTOBER 4, 2021

In most cases it’s an artificially intelligent virtual agent that greets users in the corner of the screen with the option to continue the conversation with the AI or transfer to an agent. Chatbots are primarily text-based and scripted to answer specific questions. Chatbot CX wins. Learn more about messaging and chatbots today.

Chatbots 52

Chatbots Self Service Contact Center Average Handle Time 52

TechSee

FEBRUARY 12, 2018

Mobile messaging apps are more popular than ever as they meet the customer demand for free mobile calling and texting services. Virtual Customer Assistants. An increasing number of customers are demanding self-service options. Virtual agent exhibitors at MWC 2018: Nuance. Messaging applications.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

Mobile messaging apps are more popular than ever as they meet the customer demand for free mobile calling and texting services. Virtual Customer Assistants. An increasing number of customers are demanding self-service options. Virtual agent exhibitors at MWC 2018: Nuance. Messaging applications.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

NobelBiz

OCTOBER 15, 2024

Enhanced Self-Service Options The future of customer engagement is all about empowering the customers to solve their problems on their own. By 2025, self-service will include AI-driven IVR, which will answer more complex queries through speech recognition and NLP. ’ Read Case Study 5.

Customer Engagement 52

Customer Engagement Engagement Strategy Self Service 52

Think Customers

MARCH 2, 2023

Myron said other areas where contact centers will increase technology investment in 2023 include self-service automation and conversational AI/chatbots. The aspiration should be: Meet the customers where they are and deliver amazing service,” he said. Understand your customer and why they are engaging.

Self Service 52

Self Service Contact Center Average Handle Time Roadmap 52

CSM Magazine

JUNE 12, 2020

Lampton look at the state of customer service in the digital age. Telephone assistance, written letters, and face-to-face interaction—once staples of the office landscape—are no longer sufficient to meet the changing needs of today’s global marketplace. Impact of Globalization. trillion dollars annually 4.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52

Win the Customer

DECEMBER 15, 2015

Virtual call centers also need the ability to provide the seamless, omni-channel support customers want, along with the ability to highly personalize the service experience. Aspect Zipwire already offers omni-channel self-service and a cloud-based workforce with inbound, outbound and blended voice interaction.

Omni-Channel 52

Omni-Channel Virtual Call Center Customer Experience Self Service 52