NICE inContact

JANUARY 24, 2018

How will companies that have embraced the cloud for the contact center and sales applications across their businesses continue to benefit in 2018 and beyond? Inbenta – Hybrid chat and chatbots with NLP-powered search. AnswerDash – AI-powered self-service support for web, mobile and chatbots. So, what comes next? Plan to join us!

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Taylor Reach Group

APRIL 25, 2018

With that, here are some of the events taking place in May 2018 (in chronological order) with direct links to each event: CX 18 - May 1-4, Nashville, TN. ODSC East 2018 is one of the largest applied data science conferences in the world. The 2018 SCIP International Conference will center on Next Generation Intelligence.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

Fonolo

DECEMBER 12, 2018

2018 has been a pivotal year for customer experience (CX). 2018 officially kicked-off the race to own CX: 89% per cent of companies now compete on the basis of customer experience compared to 36% in 2010. The cost of this mishap? A fall in the value of United’s shares that wiped $1.4 The lesson? Customer experience matters, a lot.

Gamification 116

Gamification Airlines Contact Center B2B 116

JivoChat

JUNE 7, 2021

The interaction might come from a chatbot or live agent chat, welcome message, social media interaction, retention interaction, service call, or even another form. The chatbot can warm up the customer or lead with basic information so they are more likely to convert when they reach the product page, shopping cart, or a live agent.

Best practices 52

Best practices Chatbots Customer retention Surveys 52

LiveChat

JANUARY 3, 2019

So, as the December 2018 is coming to an end, it’s time to sum up a bit all the highlights of 2018. Shopify customer service – best practices to implement in your business. 6 best AI chatbots to improve your customer service. Dos and don’ts of building a customer service chatbot: LiveChat case study.

Chatbots 59

Chatbots B2B SaaS B2C 59

HGS

MAY 2, 2018

At the current rate, digital is expected to overtake voice in 2018. Together they shared insights gleaned at a recent CX roundtable, including: tips for getting started on the digital transformation journey, best practices for measuring digital success, and lessons learned from bots and artificial intelligence (AI) integration.

Customer Experience 100

Customer Experience Multichannel Chatbots Banking 100

Up Your Service

SEPTEMBER 14, 2018

4 tips for getting started with chatbots – Learn tips and best practices for using Chatbots and leave feeling comfortable enough to build your own. ? The post Join Ron Kaufman at Dreamforce 2018 in San Francisco appeared first on UP Your Service. Many more sessions can be found here: [link].

Chatbots 45

Chatbots Customer centricity Best practices Marketing 45

Creative Virtual

SEPTEMBER 6, 2018

This session will address the important discussions organizations must have around human involvement in automated solutions and the best ways to implement machine learning and chatbots. The post C3 San Francisco 2018: Enabling conversational commerce for customer service appeared first on Creative Virtual.

Customer Service 45

Customer Service Chatbots Virtual Agent Best practices 45

AWS Machine Learning

MAY 14, 2024

You can build such chatbots following the same process. You can easily build such chatbots following the same process. UI and the Chatbot example application to test human-workflow scenario. In our example, we used a Q&A chatbot for SageMaker as explained in the previous section.

Chatbots 122

Chatbots Feedback Engineering Entertainment 122

Creative Virtual

DECEMBER 13, 2018

As 2018 is quickly coming to an end and planning for 2019 continues to move full steam ahead, it’s time once again to take a moment to slow down and look back over the past year. This year we also had the opportunity to share our story in The Parliamentary Review as a Best Practice Representative for the technology sector.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

Eptica

MAY 16, 2018

Date: Wednesday, May 16, 2018 Author: Anne-Claire Bellec How artificial intelligence can transform your customer experience. Published on: May 16, 2018. Read the first post, explaining the differences between bots and chatbots here , before learning about the types of AI , and the important concepts that underpin it.

Customer Experience 69

Customer Experience Chatbots Self service Best practices 69

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 98

Customer Service Chatbots Banking B2C 98

Eptica

OCTOBER 31, 2018

Date: Wednesday, October 31, 2018 Author: Pauline Ashenden - Marketing Manager Delivering public sector customer experience at a time of change. Published on: October 31, 2018. The need for greater innovation and efficiency is driving major changes as public sector organizations adopt more digital-first structures and models.

Customer Experience 66

Customer Experience Chatbots Self service Best practices 66

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Published on: December 05, 2018. Categorie(s): Best Practice News The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control.

Customer Experience 77

Customer Experience Best practices Advertising Chatbots 77

USAN

SEPTEMBER 3, 2021

In 2018, cutting-edge technologies like AI, IoT, and blockchain had a collective market value of $350 billion. In this post, we’ll examine one of the platform’s specific capabilities: chatbot technology. How to Use Chatbots for Customer Service. That said, there are right and wrong ways to leverage chatbots.

Chatbots 40

Chatbots Customer Service Cloud contact Contact Center 40

Eptica

MARCH 21, 2018

Date: Wednesday, March 21, 2018 Why your approach to knowledge is key to the customer experience. Published on: March 21, 2018. To find out the 2018 Eptica Knowledge Management Study asked consumers about how satisfied they were with the way brands were able to answer their questions, and how this impacted loyalty and engagement.

Customer Experience 55

Customer Experience Best practices Chatbots Self service 55

Eptica

FEBRUARY 28, 2018

Date: Wednesday, February 28, 2018 Why the future of customer service isn’t just automation. Published on: February 28, 2018. The Year of Humanity: Putting the customer first in 2018. Share this page on: Tweet. You might also be interested in these posts: 5 tips to transform your social customer service.

Customer Service 62

Customer Service Banking Self service Best practices 62

Creative Virtual

JANUARY 8, 2019

Our customer, Transport for New South Wales, won an impressive three awards for their RITA chatbot during 2018! The post Fifteen Years & Counting: Navigating the chatbot, virtual agent and AI revolution appeared first on Creative Virtual. In 2017 we were honoured with The Queen’s Awards for Enterprise: Innovation.

Virtual Agent 40

Virtual Agent Chatbots Transportation Best practices 40

Toister Performance Solutions

FEBRUARY 15, 2018

The LiveChat Customer Service Report 2018 shows an overall chat satisfaction decline from 86.35 Comm100's Live Chat Benchmark Report 2018 showed a similar decline from 84.06 Best Practices to Speed Up Chat I reached out to leading chat providers such as Comm100, LiveChat, and Zendesk to learn some best practices.

Wait times 54

Wait times Chatbots Best practices Benchmark 54

Livepro

JUNE 19, 2019

This enables companies to build their language based applications such as chatbots, intelligent assistants, home automation agents, language learning apps, apps in AR/VR and future innovations leveraging the natural language interface. ‘AI’ Pat Inc won global Best New Algorithm for AI 2018/2019.

Government 75

Government Gamification outsourcing Consulting 75

Comm100

JANUARY 7, 2020

. – Brian Cantor, Principal Analyst & CCW Digital Director, Customer Management Practice. And chatbots are progressing at a rapid pace. of this year’s chats – that’s over 42 million – were sent from a mobile browser or app, more than nearly 23 points higher than 2018 and 30 points higher than 2017. Here’s the proof.

Benchmark 69

Benchmark Wait times Chatbots First call resolution 69

Fonolo

OCTOBER 3, 2018

As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. Just like in many industries, contact centers have their own workplace hazards, and a focus on best practices for dealing with them in a humane way will improve a contact center by leaps and bounds. As Richard J.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

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 Customer Experience B2C Self service 54

Fonolo

JANUARY 25, 2018

Today’s Webinar – 3 Critical Contact Center Trends to Watch in 2018. ChatBots Step Up to the Plate. This is the time for perfecting processes and technologies that are already hard at work. Learn the top contact center trends that you should act on this year. Thursday, January 25 th at 2:00 PM ET. Phone Calls Are Essential.

Customer Experience 86

Customer Experience Contact Center Call Center Education 86

Eptica

APRIL 3, 2018

Date: Wednesday, April 4, 2018 The importance of understanding emotion in digital channels. Published on: April 04, 2018. There are times when they want to access information as quickly as possible in order to speed up the customer journey, and turn to self-service, chatbots or messaging apps. Share this page on: Tweet.

Chatbots 49

Chatbots Self service Best practices Surveys 49

NICE inContact

APRIL 30, 2019

It’s safe to say that we’re at an inflection point for AI in the contact center — AI innovations deployed in a myriad of ways, such as chatbots, intelligent routing, workforce management forecasting, and AI-driven interaction analytics, can add significant value to customer experiences and operational performance.

Benchmark 59

Benchmark Chatbots Contact Center Analytics 59

Comm100

DECEMBER 16, 2019

Demystifying chatbots and AI. AI and chatbots were a huge theme this year, but there’s a lot of conflicting and confusing information out there. Customer-facing chatbots aren’t the only way to use AI in the contact center. Our chatbot ROI calculator is handy too!). Webinar: AI and Bots: Are you ready?

Chatbots 52

Chatbots Benchmark Scripts Best practices 52

Eptica

DECEMBER 12, 2018

Date: Wednesday, December 12, 2018 Author: Pauline Ashenden - Marketing Manager How CX is central to Digital Transformation. Published on: December 12, 2018. Look at platforms that are built on techniques such as AI, and have a proven record of delivering innovation. Share this page on: Tweet. Can your customers trust you?

Best practices 65

Best practices Marketing Chatbots Self service 65

Eptica

MAY 9, 2018

Date: Wednesday, May 9, 2018 Author: Pauline Ashenden When times are tough, retailers must prioritize customer experience. Published on: May 09, 2018. For simpler queries, you can also use chatbots to help customers get fast answers themselves. Share this page on: Tweet.

Customer Experience 50

Customer Experience Chatbots Self service Best practices 50

Avaya

JULY 22, 2019

And the organizations that fail to provide this level of simplicity and consistency may encounter displeased customers exhausted by linear chatbots. Customers assume organizations are up to speed with the latest technologies, and have developed an appetite for best-of-breed products and services.

Customer Experience 77

Customer Experience APIs Banking Chatbots 77

ChurnZero

JANUARY 4, 2019

So, without further ado, here are twenty-two trends, best practices and predictions for the year ahead. As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. While bots continued to get a bad rap in 2018, the solutions available significantly improved. Take a look back here.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

Eptica

JANUARY 24, 2018

Date: Wednesday, January 24, 2018 Understanding your customers to transform CX. Published on: January 24, 2018. And as more routine interactions are automated through self-service and chatbots , queries are becoming more complex and time-consuming to answer. Share this page on: Tweet. What were the key CX trends in 2017?

Airlines 49

Airlines Best practices Chatbots Self service 49

NICE inContact

OCTOBER 15, 2018

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

Contact Center 49

Contact Center Benchmark Chatbots Self service 49

Eptica

AUGUST 3, 2018

Date: Wednesday, August 8, 2018 Author: Pauline Ashenden - Marketing Manager Are telecoms operators connecting to digital customer experience? Published on: August 08, 2018. Categorie(s): Best Practice News Telecoms is central, even essential, to our lives. So how can telecoms respond to changing consumer needs?

Customer Experience 49

Customer Experience Multichannel Best practices Chatbots 49

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? Published on: April 18, 2018. If you would like find out more, please download your copy of our latest Eptica Multichannel Study for the full findings, survey results and more best practice recommendations.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

Eptica

AUGUST 1, 2018

Date: Wednesday, August 1, 2018 Author: Joanna Allouche - Consultant Making it easier for your agents to deliver superior CX. Published on: August 01, 2018. Categorie(s): Product Best Practice Optimizing CX with Eptica Keeping agents engaged is crucial to the customer experience. Share this page on: Tweet.

Average Handle Time 70

Average Handle Time Best practices Consulting Consulting 70

CrazyCall

JANUARY 11, 2019

Remember that 1 in 4 customers uses ad blocker of some kind in 2018. Top companies try to be part of this sale trend in 2018 and are going to continue it in 2019. Stay ahead of competitors and bring your top game to deliver the best customer experience. Best practices in shipping and fulfillment.

Sales 83

Sales Advertising Marketing Multichannel 83