VocalCom

JULY 2, 2020

In a study by Harvard , 72% of respondents said frontline customer service teams experienced a higher productivity when directly empowered with data-driven analysis and decision-making. Agents will therefore need to develop new and more sophisticated skillsets and the profession will evolve to include resources with education and skills.

Contact Center 62

Contact Center Self service Virtual Agent Chatbots 62

Inbenta

JUNE 2, 2021

By automating notifications and reminders, pertinent parties can easily be reminded of important information and receive the answers they need if they interact with virtual agents so that everybody is well informed even if they are not working from the same location or time-zone. Automating recruitment efforts.

Chatbots 83

Chatbots Self service Virtual Agent Morale 83

The Northridge Group

SEPTEMBER 27, 2017

Information gathered from a wider net, such as social media or other publicly available data, can also be leveraged to provide additional insights on the interests of the customer. All of this data provides some excellent context for each unique customer that can be used to create a personalized and differentiated experience.

Contact Center 136

Contact Center Calibration Analytics Chatbots 136

Balto

JUNE 20, 2023

Conversational AI has provided a fast and cost-effective way for contact centers to offer quick, more personalized, and engaging chat conversations to their customers. By breaking down the user’s request, the virtual agent can better understand what the user needs. It can also automate processes and improve personalization.

Contact Center 52

Contact Center Chatbots Complaint resolution Wait times 52

DMG Consulting

OCTOBER 4, 2017

In any case, these three applications can make major contributions to enterprises, customers, and agents, and should be considered by all contact centers as they begin to plan their 2018 budgets. Intelligent Virtual Agents (IVAs). The acquired knowledge is assimilated and leveraged in future interactions.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

TechSee

FEBRUARY 12, 2018

Using big data analytics, machine learning and AI, Guavus subscriber intelligence products provide 360 degree insights into individual customer preferences and experiences. Braze (formerly Appboy) is a lifecycle engagement platform that delivers personalized messaging experiences that span across channels, platforms, and devices.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

Using big data analytics, machine learning and AI, Guavus subscriber intelligence products provide 360 degree insights into individual customer preferences and experiences. Braze (formerly Appboy) is a lifecycle engagement platform that delivers personalized messaging experiences that span across channels, platforms, and devices.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

DMG Consulting

APRIL 16, 2019

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Calabrio

JANUARY 6, 2016

A virtual agent initiates a service call by accessing your Outlook or iCal calendar to set up an appointment. Ideally, contact centers will know enough about who is calling (or emailing or texting) and why the customer is reaching out so they can automatically direct the customer to the right person right away.

Contact Center 53

Contact Center Analytics Self service Wireless 53

SmartKarrot

APRIL 29, 2021

On that note, AI virtual assistants have become an integral part of the AI ecosystem. Companies are approaching digital assistants that can seamlessly bridge the gap between personal customer data. Chatbots to the rescue: As discussed, chatbots are a part of AI virtual agents that help in customer support.

Chatbots 10

Chatbots CRM Virtual Agent Upselling 10

Comm100

FEBRUARY 16, 2018

Facebook is making a big change: they are changing their algorithm to share more personal content rather than posts from businesses or news outlets. Even Walmart are is exploring how to integrate virtual reality into its shopping experiences, causing further interweaving of the real and the virtual. Lots of ’em.

Customer Service 41

Customer Service Chatbots Journey mapping Multichannel 41