Chatbots Related Topics 
CCNG
JANUARY 29, 2025
Customer Self-Service: A KMS can go beyond the contact center to power customer self-service options like website FAQs, mobile apps, chatbots, and customer portals. Agents get the information they need for each channel, in a way thats easy for the customer to understand, all from one central source.
ShepHyken
MARCH 10, 2025
Use the evolution of technology not just to deploy simple chatbots but also to delve into the root causes of dissatisfaction.” They need to start discussing strategic goals like churn rate, retention rate, and lifetime value.” ” “Take advantage of the AI boom to truly understand your users at scale.
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ShepHyken
NOVEMBER 14, 2024
He shares how AI is transforming customer and employee experiences by enhancing efficiency, engagement, and satisfaction through generative AI, chatbots, and real-time support. Chatbots and voicebots are making a difference, too. The impact is clear—63% of businesses report higher engagement between agents and customers as a result.
AWS Machine Learning
OCTOBER 30, 2024
These include interactive voice response (IVR) systems, chatbots for digital channels, and messaging platforms, providing a seamless and resilient customer experience. Applications that are using Amazon Lex bots can now fail over from an impaired Region seamlessly, minimizing the risk of costly downtime and maintaining business continuity.
Speaker: Cognigy and CCT
Adding chatbots and voice bots are great first steps contact centers are taking to automate customer service. But what about other digital channels? Customers of 2022 are more likely to expect brands to communicate with them on their channel of choice.
Calabrio
MARCH 18, 2025
Analytics From Frustration to Adoption: Overcoming Barriers to Effective Chatbot Utilization Share Chatbots have transformed customer service by providing instant, AI-powered support that reduces contact center volume and improves operational efficiency. If your chatbot isnt delivering the results you expected, youre not alone.
ShepHyken
MARCH 11, 2025
The tools may have evolved from stone tablets to AI chatbots, but the goal remains the same: take care of the customer. Customers still want to be heard, understood and valued. Sometimes, they even want a little empathy. However, what has changed is the way we deliver that experience.
Speaker: Jeremy Watkin, Director of Customer Experience at FCR
If you're a contact center leader you've undoubtedly been inundated with sales people trying to get you to hop on the chatbot bandwagon. But is this the best place to burn our operational calories?
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
Advertiser: Interactions LLC
Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.
Learn Why Enterprise leaders need to build a road map that is based on best practices of ITSM and is also flexible to modify itself as per the changing industry trends/customer expectations.
Advertiser: TTEC
Successful retailers use messaging and chatbots to respond to and interact with customers in real-time to maintain loyalty and trust. Consumers may want contactless and convenient shopping experiences, but they value immediate, receptive service more.
Speaker: Noel Roberts, CTO and VP of Marketing, Aria Solutions
Join CCNG member Noel Roberts of Aria as he discusses how to leverage chatbots to deliver excellent customer service that improves the customer experience and drives ROI. We’ll look at some of the challenges facing organizations, including common pitfalls, and will recommend ways to avoid them.
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Depending on the customer base, you may have 40% of your chat, SMS, and email answered by a chatbot, 30% of voice calls answered by a virtual agent or voice bot, and only 30% actually answered by a human. What does the contact center of the future look like?
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