TechSee

OCTOBER 10, 2024

This investment delivered a 24% improvement in their self-service containment rate over their legacy chatbot. Ultimately, they found additional opportunities by expanding their Agentic chatbot into an Agentic Voice Bot, and expanding their informational Agentic AI into additional simple use cases with lesser scale.

Chatbots 109

Chatbots Self service Strategic Value Accountability 109

Calabrio

MARCH 25, 2025

Shirking concerns about AI-related growing pains, 83% of leaders believe that AI will enable 24/7 support across channelsand 79% say it will transform contact centers into strategic value drivers in the process. 59% of contact centers using chatbots, and 30% plan to in the future.

Contact Center 52

Contact Center Self service Strategic Value Metrics 52

Calabrio

APRIL 24, 2025

Chatbots & Voicebots for AI-Driven Self-Service Leveraging conversational AI and Natural Language Processing (NLP), intelligent chatbots and voicebots are transforming self-service. Lets look at the top uses of AI in the contact center and the key benefits they can deliver.

Contact Center 52

Contact Center Customer Experience Coaching Self service 52

teleopti

APRIL 30, 2019

Communicate the strategic value of the individual – engaged people go above and beyond what is expected of them because they feel part of a purpose larger than themselves. For example, today’s customer service departments have a powerful role to play in sharing best-practice principles with the rest of the organization.

Employee engagement 80

Employee engagement Management Self service Strategic Value 80

Playvox

MARCH 19, 2024

From eliminating manual, repetitive tasks for agents to leveraging natural language processing (NLP) and AI with chatbots and phone support, contact center AI provides numerous opportunities to transform CX — and the bottom line. This improves customer satisfaction and net promoter scores, and other key customer service metrics.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

NICE inContact

SEPTEMBER 11, 2018

NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

ChurnZero

JANUARY 4, 2019

As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. Enables Customer Success teams to become more knowledgeable about which of their success factors and interventions create the most adoption/usage/value for customers (meaning teams can adjust resources for maximal impact).

SaaS 73

SaaS Chief Customer Officer Education Consulting 73