AWS Machine Learning

NOVEMBER 6, 2024

In this post, we share how Hearst , one of the nation’s largest global, diversified information, services, and media companies, overcame these challenges by creating a self-service generative AI conversational assistant for business units seeking guidance from their CCoE.

Government 96

Government Self Service Innovation Roadmap 96

Inbenta

APRIL 10, 2024

How Banks Can Leverage AI to Improve Self-Service, NPS and Customer Experience at Scale When customers think about their banking relationships, what do they prioritize? It turn out quality customer service ranks higher than most other priorities, including branch locations or sign-up bonuses.

Self Service 52

Self Service Banking Case Study NPS 52

TechSee

MARCH 12, 2019

Alternatively, customers can visually interact with AI-powered assistants in self-service mode, alleviating pressure on human agents. This in-depth white paper by TechSee explores the real-world uses of implementing vision automation technologies within the contact center. The Power of Visual Automation.

Self Service 112

Self Service Contact Center Net Promoter Score Contact Center Workflow 112

UJET

DECEMBER 2, 2020

In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. The current generation of self-service solutions, intelligent virtual agents (IVAs), are smart, omni-channel systems that automate many types of inquiries.

Omni-Channel 72

Omni-Channel Contact Center Self Service Virtual Agent 72

Uniphore

DECEMBER 13, 2021

In fact, customers routinely rank high-quality customer service and timely issue resolution among the most important online shopping considerations. To deliver both, retailers are increasingly turning to conversational AI and automation.

Retail 262

Retail Net Promoter Score Self Service Customer Experience 262

Uniphore

NOVEMBER 11, 2021

Conversational AI can optimize customer interactions across multiple channels—from digital self-service to live customer service calls. Deliver Scalable Self-Service Solutions Travel customers are increasingly relying on self-service solutions for trip planning, check-in and post-travel interactions.

Self Service 130

Self Service Hospitality Travel Touchpoint 130

UJET

DECEMBER 2, 2020

In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. The current generation of self-service solutions, intelligent virtual agents (IVAs), are smart, omni-channel systems that automate many types of inquiries.

Omni-Channel 56

Omni-Channel Contact Center Self Service Virtual Agent 56

SaleMove

MAY 14, 2021

In response to consumer demand, Decision Research reports that in 2020 many P&C insurers “improved customer service areas such as self-service portals for policyholders, designed more user-friendly websites and apps, and optimized their call centers to manage additional doubts and concerns from policyholders.”.

Insurance 52

Insurance Self Service Contact Center Call Center 52

TechSee

OCTOBER 19, 2021

Creating a user manual is not a big investment, and it is often a one-time activity that can be posted online for customers’ convenience and self-service. To learn more about how your business can use visual assistance technology to resolve the headache of how to reduce returns, download the White Paper here.

How To 124

How To e-support Self Service Retail 124

SmartKarrot

APRIL 27, 2021

A knowledge base is a self-service customer success library that renders all the information about a particular product, feature, topic, or FAQ (Frequently Asked Questions) in general. Aside from being a reservoir of help center articles, it also caters to user forums, white papers, video tutorials, glossaries, and how-to blogs.

Self Service 10

Self Service Knowledge Base Customer Success Video 10

Calabrio

APRIL 27, 2017

As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels. Download this white paper to learn more about changing workforce challenges in the contact center. Managing changing customer behavior.

Contact Center 162

Contact Center Engagement Self Service Social Media 162

Uniphore

DECEMBER 17, 2021

Conversational AI and Automation Optimize Experiences and Reduce Costs Optimizing the member experience starts by understanding and optimizing every conversation before, during, and after an agent/consumer interaction — from self-service to agent assistance to after-call follow-up and post-interaction analytics. Learn More.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

NobelBiz

FEBRUARY 13, 2024

RELATED ARTICLE CRM Key Features For Customer Service Interactive Voice Response (IVR) An advanced Interactive Voice Response system allows customers to navigate through options using their voice or keypad inputs, efficiently directing them to the appropriate service or information, thereby enhancing self-service capabilities.

Call Center 59

Call Center Self Service Software Contact Center 59

Comm100

MAY 31, 2016

Offer Comprehensive Self-Service Options. According to research conducted by Steven Van Belleghem , a best-selling author, 70% of customers expect a self-service option from companies. The following self-service channels can help you prevent a number of difficult customers scenarios from occurring: FAQ.

Retail 108

Retail Self Service How To Policies 108

Uniphore

NOVEMBER 19, 2021

In many cases, customers can then complete payment(s) through AI-powered self-service. For calls that need further assistance, automation can pass the context gathered from your IVA to your agents to help streamline resolution.

Self Service 130

Self Service Financial Customer relationships Interaction 130

Uniphore

JANUARY 21, 2022

Armed with next-generation AI, healthcare service providers can deliver a seamless end-to-end consumer journey—from faster self-service with fewer steps and redundancies to more efficient live interactions with higher customer satisfaction (CSAT) and first contact resolution (FCR) rates.

Healthcare 147

Healthcare Analytics Self Service Consumers 147

Think Customers

OCTOBER 4, 2021

Chatbots resolve simple tasks faster and eliminate the manual associate responsibility to resolve issues by directing customers to self-service right from the start. Self-service is powered by intelligent automation capabilities that deliver seamless support, with skills-based routing to contact center associates only when needed.

Chatbots 52

Chatbots Self Service Contact Center Average Handle Time 52

Think Customers

APRIL 12, 2022

Deploy automation technology to enable capabilities such as self-service where it makes sense in the customer journey and make it easy for customers to reach a human when needed. It helps orchestrate keys areas in the customer journey to ensure the experience is the same in every channel.

Self Service 52

Self Service Contact Center Customer Satisfaction Tools 52

Team Support

JUNE 3, 2020

In Part 2, we explore all of the self-service options available within the TeamSupport platform. We regularly produce relevant thought-leadership content in the form of this blog, editorial articles, white papers, e-books, and webinars. Help Yourself. Find them on the TeamSupport website.

Resources 64

Resources Self Service e-support B2B 64

Calabrio

APRIL 27, 2017

As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels. Download this white paper to learn more about changing workforce challenges in the contact center. Managing changing customer behavior.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Calabrio

APRIL 27, 2017

As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels. Download this white paper to learn more about changing workforce challenges in the contact center. Managing changing customer behavior.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

NICE inContact

NOVEMBER 9, 2018

Two in three responders prefer working with a live agent as opposed to self-service or a chat-bot. To learn more you can review the 2018 CX Transformation Benchmark and then review this white paper “ Top KPI’s for Managing Customer Service, Sales and Collections Contact Centers ”.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

Comm100

JUNE 7, 2016

Offer Comprehensive Self-Service Options. Like in the ecommerce world, customers in traditional stores are increasingly seeking self-service options. In-store self-service options can be: A brochure, catalog, or pamphlet that features store policies, products, sales etc. Take the Customer-Centric Approach.

Retail 104

Retail Self Service How To Policies 104

Inbenta

DECEMBER 21, 2023

On the flip side, AI automation has the potential to enhance self-service, improve staff training and boost customer experience overall. By leveraging AI to automate responses and complete tasks, businesses can drastically lower the time, cost and effort of handling customer requests.

Self Service 52

Self Service Training Customer Engagement Communication 52

Calabrio

JULY 29, 2016

With the rise of omnichannel and self-service options for customers, First Contact Resolution (FCR) has become harder to measure. Read this Calabrio sponsored white paper by DMG Consulting for best practices in analytics enabled quality assurance. Identify ways to reduce repeat contacts.

Contact Center 100

Contact Center Self Service Analytics Omni-Channel 100

Team HGS

DECEMBER 19, 2017

Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. Voice digital assistant products provide other avenues of self-service. Voice digital assistants help customers find the right answer fast via self-service. Trend 10: Digital Assistance—Voice Search.

Trends 52

Trends Self Service Effort Score Social Media 52

Quadient

SEPTEMBER 28, 2020

Therefore they are more open than ever to trying new technologies such as automated self-service options and chatbots to self-manage through relatively minor concerns. Go deeper on this topic by downloading the white paper, " Is Telecoms Customer Experience Fit for Purpose in the Time of COVID-19? ". . . . . .

Customer Experience Management 52

Customer Experience Management Omni-Channel Self Service Customer Experience 52

Eptica

FEBRUARY 28, 2018

While this is fine for routine tasks (such as finding information through self-service systems for example), pushing more complex tasks onto consumers makes them question exactly what value your brand is providing to them. Clearly, this doesn’t mean that automation and technology have no place in customer service.

Self Service 62

Self Service Customer Service Banking Chatbots 62

TechSee

MARCH 19, 2018

Computer vision also enables gradual automation towards full self service with device recognition and augmentation. Considered a hybrid model, the agent’s performance is enhanced by the computer’s ability to quickly identify devices and technical issues, as well as to provide faster resolutions.

Call Center 84

Call Center Self Service Contact Center Analysis 84

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. A good customer service knowledge base: Meets Customer Expectations for Self-Service. Your customers, who routinely use search engines to find the answers to questions, expect you to provide similar experiences for your products or services. How-to instructions.

Knowledge Base 62

Knowledge Base Self Service Customer Service e-support 62

Tricia Morris

OCTOBER 22, 2015

But how does employee self-service knowledge separate the best from the rest? In addition, self-service knowledge can empower sales with subject matter expertise for RFPs without having to email or call various employees across the organization. And knowledge plays a prime role in engagement related to sales.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. Simply put, listening is the foundation for understanding, which should lead to action.

Customer Experience 52

Customer Experience Self Service Contact Center Competitive Advantage 52

Comm100

MAY 13, 2016

Have your team implement an “idle rule” You can log out of a session after a certain length of time and have an automatic email sent to the customer with further options (like phone, email, or self-service). The solution: Work with your team to offer more self-service options. The Complaining Customer.

Self Service 105

Self Service Customers Examples Meeting 105

CSM Magazine

OCTOBER 16, 2020

Create a knowledge base (blog articles, webinars, white papers, infographics, etc.) You can also add self-service tools. Customer education programs are not new. They are critical to your success. to help your clients understand how your financial instruments work.

Customer Retention 52

Customer Retention Strategy Multi-Channel Self Service 52

Bold360

FEBRUARY 16, 2017

With the help of Nanorep, a self-service solution fuelled by conversational AI can help you recognize trends in what your customers are looking for, enabling you to update your site with real-time dynamic FAQ or fix knowledge gaps for visitors to your site as well as your staff. Intent has never been clearer.

Chatbots 80

Chatbots Omni-Channel Self Service Analytics 80

CSM Magazine

JANUARY 12, 2021

Options include working with their chosen AI vendor in terms of enterprise offerings, self-service or as a managed service. Don’t try to replace your people – after all, despite the benefits Natural Language Processing that AI tools offer, many customers still crave the personal service provided by another human being.

Self Service 52

Self Service Average Handle Time Automotive Chatbots 52

Esteban Kolsky

JANUARY 29, 2018

Pair the drive to create better careers (including the agents handling more complex inquiries, and more empowerment to solve issues as they see fit) with more customers finding their own answers via self-service systems across channels and voila! We have happier, better-trained agents working in a career where they make a difference.

Customer Experience 107

Customer Experience Customer Journeys Self Service Training 107