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

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.

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Virtual Agent Call Flow Self Service Contact Center 73

Uniphore

JULY 21, 2021

Search Engine Optimization While improving the agent experience is paramount to customer service success, it’s not the only area to focus on. Gartner estimates that 85% of interaction will start with self service solutions , more than 30% higher than in 2019.

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Self Service Customer Service Management Contact Center 130

TechSee

SEPTEMBER 21, 2023

Sophie’s Hub and Spoke Design The Sophie AI Brain Sophie AI is a centralized, multisensory brain that powers multiple service applications across the enterprise. link] These models can be used as part of your automated self-service Visual Journeys, through Sophie AI Assistant and the Sophie AI Agent.

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Meeting Self Service Contact Center Virtual Agent 109

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. Press 2 to speak to a representative.

Self Service 19

Self Service Insurance Effort Score Customer Journeys 19

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. Watch our one minute primer video here to learn more. Virtual agents can also scale across channels and carry context. . The Main Character: Conversational AI.

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Virtual Agent Self Service Technology Interaction 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. We can share digital information such as photos and videos back and forth. Providing a means of self-service. Conversational AI & Virtual Agents.

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Virtual Agent Self Service Contact Center Customer Journeys 82

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

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.

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Virtual Agent Customer Service Gamification Contact Center 82

Oracle

OCTOBER 1, 2019

That’s a particularly attractive solution when a chatbot — also called a “virtual agent” — is offered as the initial strategy, with a live agent available as needed. No longer can brands rely on a single channel for customer service; shoppers want to communicate whenever and however they choose.

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Chatbots Customer Service Virtual Agent Self Service 74

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. The bots can answer FAQs, provide self-service experiences, or triage customer requests before transferring to a human agent.

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Contact Center Chatbots Self Service Touchpoint 107

Kustomer

JUNE 27, 2022

These features can include, but are not limited to: Improve response times Personalize customer engagement Track employee performance Scale smartly Streamline self-service Enhance the agent experience. FAQs, product manuals, videos) and it can interact with and respond to the user. Types of Customer Support Software.

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Software Tools Customer Service Self Service 92

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. 4 ways bots can accelerate HR service automation. Benefits of HR automation.

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Self Service Chatbots Policies Virtual Agent 83

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.

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Virtual Agent Customer Service Gamification Contact Center 72

Bold360

AUGUST 24, 2017

Ever heard of Google Helpouts, that popular method of sharing expertise through video streaming? Virtual Agents. Customer Service Improvement Means More Digital Self Service. If not, they consider this a customer service fail. Your support agents have been given a promotion. We didn’t think so.

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Self Service Customer Service Customer Experience Social Media 68

TechSee

FEBRUARY 12, 2018

Go6D next-generation VR panoramic hardware and software enable users to capture full 360-degree videos of the world from their smartphones and unlock new applications for photography, video, 3D, VR and additional areas yet to be discovered. Virtual Customer Assistants. Virtual agent exhibitors at MWC 2018: Nuance.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

Go6D next-generation VR panoramic hardware and software enable users to capture full 360-degree videos of the world from their smartphones and unlock new applications for photography, video, 3D, VR and additional areas yet to be discovered. Virtual Customer Assistants. Virtual agent exhibitors at MWC 2018: Nuance.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

Solvvy

JULY 5, 2018

This piece of the puzzle neatly bridges the self-serve buying process with the self-service support model. The company has embraced self-service support technology to help customers find answers and resolve issues quickly, without the need for an enormous customer support team. Virtual agents or chatbots.

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Self Service Company Virtual Agent Software 48

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. We see the highest concentration in strategic and minor investments planned around things like intelligent virtual agents, video chat, and augmented reality,” D’Antonio added.

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Self Service Contact Center Average Handle Time Roadmap 52

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.,

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Omni-Channel Self Service Multi-Channel Social Media 40

Playvox

JANUARY 13, 2022

And when learning management solutions include multimedia training, this satisfies Gen Z’s inclination for video learning. . A modern, integrated platform also allows organizations to better orchestrate increasingly complex customer journeys and support emerging channels such as face-to-face video communications and virtual reality.

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Contact Center Trends Omni-Channel CRM 79

Comm100

FEBRUARY 16, 2018

Improving the agent experience isn’t the only way that companies are looking to remove friction from the customer experience. Virtual and non-virtual spaces are merging. Get Onboard: More than anything, customers appreciate the fusing of virtual and physical spaces for the convenience.

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Customer Service Social Media Chatbots Knowledge Base 122

TechSee

MAY 28, 2019

The goal is both to ensure customers receive the answers they are seeking in the most efficient manner and to reduce the number of inbound calls routed to human agents. He clicks on programming and is met with a series of videos explaining exactly what he needs to do. Make sure each of your self-service channels is fully functional.

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Self Service Strategy Chatbots Contact Center 122

SmartKarrot

OCTOBER 22, 2021

It is no surprise that the usage of chatbots in customer service is taking a notch up. In the coming future, chatbots will be able to communicate across different channels and morph into intelligent virtual agents (IVA). This enables the customers to interact via multiple devices. Importance of Visual Engagement will rev up.

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Omni-Channel Self Service Technology Customer Service 10

Interactions

MAY 14, 2020

From conducting more business over video meetings, to doing more shopping via apps and over the phone, people’s behavior and perspective of virtual interactions has changed for good over the past few months. Changing Consumer Behavior. Contact Center Challenges. The pandemic has caused an interesting conflict within contact centers.

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Consumers Self Service Contact Center Virtual Agent 71

InteractionMetrics

MARCH 20, 2025

Winner: Medallia Medallia sits at the forefront of all-in-one enterprise CX because it unifies just about every feedback channelsurveys, social, web, video, call centers, text analyticsinto a single, comprehensive platform. ConcentrixCX ConcentrixCX is a voice of the customer (VoC) platform capturing feedback from email, web, chat, and video.

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Software Multi-Channel Contact Center Social Media 52