3CLogic

DECEMBER 17, 2024

AI-powered self-service to become a key pillar of CX Self-service isnt optional anymore its a requirement for any contact center organization. In fact, Gartner predicts Conversational AI alone will reduce labor costs by $80 billion by 2026. Investments in EX, including AI Coaching, real-time feedback, etc.,

Contact Center 98

Contact Center Self service Coaching Benchmark 98

3CLogic

JULY 23, 2024

For example, one strategy is to leverage AI-powered call routing to automatically deflect incoming calls to self-service or live agents depending on an individual's profile, previous history, or identified needs. This unified experience derives from consolidating engagements and record-keeping into a single platform.

Healthcare 105

Healthcare Call Center Self service Contact Center 105

3CLogic

NOVEMBER 27, 2023

of agent interactions are AI-automated, Gartner expects that number to rise to 1-in-10 by 2026 — or higher. That’s a boon for any customer or employee support team, potentially saving up to $80 billion in labor costs per year by 2026. Read on to explore the highlights and benefits for service desks like yours. While 1.6%

Customer Experience 59

Customer Experience Contact Center Self service Cloud contact 59

3CLogic

JANUARY 24, 2024

It can further assist supervisors with AI Coaching and sentiment analysis to generate intelligent insights and reporting at scale, ultimately creating high-performing agents and improving the customer experience (CX). Thanks to these insights, AI Coaching and personalized performance plans can seamlessly be delivered to the agent.

Contact Center 64

Contact Center Virtual Agent Coaching Self service 64

CSM Magazine

NOVEMBER 14, 2023

Leading research and consulting firm Gartner predicts that Conversational AI will reduce contact centre labour costs by $80billion in 2026 and over the same period, one in 10 agent interactions (10%) will be automated, an increase from an estimated 1.6% of interactions today.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

Noble Systems

MAY 11, 2021

The Global speech recognition market is expected to see a CAGR of more than 20% through 2026. This helps management train and coach to ultimately mitigate compliance risk. Self-service 24/7. ASR can provide self-service options, creating additional capacity during peak times and after business hours.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

3CLogic

APRIL 29, 2024

Gartner predicts that 80% of customer service and support organizations will leverage Generative AI (GenAI) by 2025, replacing 20-30% of live agents. In a separate report, Gartner states that Conversational AI will lower agent labor costs by $80 billion by 2026. This, in turn, results in organizational cost savings.

Interactive Voice Response 52

Interactive Voice Response Contact Center Self service Enterprise 52