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Their performance and effectiveness positively or negatively impact: Customer satisfaction scores (CSAT) and net promoter scores (NPS) – Agents who are disengaged or lacking customersupport knowledge can negatively impact not only your scores but overall CX.
Key components of CXA include: Chatbots and virtual assistants: These AI-powered tools provide instant assistance to customers, addressing queries and guiding them through various processes. Predictive analytics: Leveraging data analytics to anticipate customer needs and behaviors, enabling proactive engagement and personalized experiences.
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