Inbenta

AUGUST 23, 2024

An AI-powered chatbot can make the whole customer journey smoother, from navigating coverage details to filing claims. Whether it’s chatbots offering instant assistance or intelligent search engines providing accurate results, AI is changing the game. The post How to hold on to your policyholders appeared first on Inbenta.

Virtual Agent 52

Virtual Agent Engineering Chatbots Advertising 52

Inbenta

AUGUST 18, 2023

Dig deeper into: Banking chatbot use cases types of chatbot. The post Chatbots in the Banking Industry appeared first on Inbenta. Find out how Conversational AI is helping financial institutions and banks improve customer service and automate a large number of tasks. Examples of implementations in banking.

Chatbots 52

Chatbots Banking Customer Service 52

Jon Arnold

NOVEMBER 30, 2022

With the sub-title being “It’s so much more than chatbots”, you should get the gist pretty quickly. AI has become a must-have for contact centers, and while chatbots are often the entry point for getting on this path, the use cases are much richer.

Contact Center 11

Contact Center Chatbots 11

Fonolo

JUNE 13, 2022

READ THE FULL WHITE PAPER: Why Digital-First Contact Centers Remain Ahead of the Competition. Even new tools like chatbots and knowledge bases rely on the customer taking the initiative. READ THE FULL WHITE PAPER: Why Digital-First Contact Centers Remain Ahead of the Competition. It's 100% free, we promise.).

Contact Center 81

Contact Center Chatbots Customer Service Service level 81

Fonolo

JANUARY 31, 2018

Will the AI / chatbot hype start to live up to its promise? The Promise” for the topics of machine learning, chatbots, natural language processing, IoT and virtual reality. There’s some overlap with our recent post Chatbots Won’t Save Us From IVR Hell , we also covered chatbots in our most recent webinar.).

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Fonolo

FEBRUARY 11, 2020

If the utility of chatbots has been overstated and why they won’t replace humans. This white paper explores key areas that are sure to shake up the industry. In it, we discuss: Why voice is the most omnipresent channel and will remain so for years to come. What’s Inside: Preparing for the second text-revolution.

Contact Center 98

Contact Center outsourcing Call Center Chatbots 98

Nextiva

JULY 8, 2019

To serve today’s customers, we must think beyond automated sales emails or chatbots. Ask yourself if you’d like to be pitched to immediately after you’ve downloaded an ebook or white paper. We’re guessing, no. So, what’s changed in customer loyalty programs? How do you keep ramping up customer retention?

Customer Service 67

Customer Service voip Chatbots Customer retention 67

NICE inContact

JULY 26, 2019

While many companies are hesitant to put chatbots into play, studies clearly show consumers value the speed and convenience that comes with this increasingly pervasive technology. Find out how adding chatbots in your call center can provide better service and overall satisfaction. Download the white paper today.

Contact Center 55

Contact Center Chatbots Upselling Analytics 55

Callminer

FEBRUARY 23, 2021

To learn more about how call centers can adapt to new challenges in the era of COVID-19, download our white paper: Contact Center Practices and Guidelines for Managing Through COVID-19. Chatbots will continue to grow in prevalence. Keep reading to see what is on the radar for 2021. Technological Trends. AI is here to stay.

Call Center 376

Call Center Technology Banking Contact Center 376

Fonolo

JUNE 20, 2018

Change things up with chatbots. If you require a deeper dive into ramping up your CX regimen, be sure to check out our recent white paper which gives a play-by-play of the CX trends for the year. White Paper: CX Trends You Need to Watch in 2018. Whenever possible, never put a customer on hold. Say “Thank You”.

Customer Experience 120

Customer Experience Brand ambassadors Education Feedback 120

TMP Direct

SEPTEMBER 16, 2021

The idea with chatbots is to help users find information when they need it the most. The key is to build a chatbot that’s as conversational and as human as possible. Live chat on your website can be a valuable lead generation tool. Just like cold calling, email marketing is a tried-and-true classic.

B2B 96

B2B B2C Chatbots Advertising 96

VocalCom

JUNE 24, 2020

74% of organizations consider conversational assistants an important enabler of customer engagement ( CapGemini ), while 63% of consumers are satisfied getting service from a chatbot, as long as they have the option to move the conversation to a human if needed (Forrester). Want to know more about the evolution of contact centers ?

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

VocalCom

JULY 2, 2020

We are social creatures and the value interacting with another human being over a machine when dealing with a complex and emotional problem cannot be underestimated: humans offer a level of empathy that no chatbot or automated agent can currently provide. Want to know more about the evolution of contact centers ?

Contact Center 62

Contact Center Self service Virtual Agent Chatbots 62

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. This means allowing customers to connect via live chat, chatbot, email, social media, SMS, and knowledge base.

Customer Experience 93

Customer Experience Chatbots Surveys Technology 93

Callminer

APRIL 20, 2018

As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

CX Global Media

AUGUST 8, 2019

And there’s a lot of companies that are here talking about call guidance, AI, chatbots, when you start talking about what you’re doing, how does all of that fit? We have a lot of information videos and, white papers that explained what we’ve done for our customers. Anthony Scodary : Sure.

Contact Center 246

Contact Center Coaching Call Center Analytics 246

VocalCom

JUNE 18, 2020

Cloud-based contact center technology also supports seamless integration of self-service, analytics and AI tools such as chatbots and virtual assistants to flatten the curve of incoming calls and focus agents on the more complex conversations. Download our white paper Contact Centers of the Future: Creating the experience of tomorrow.

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

Fonolo

MARCH 22, 2018

With the emergence of chatbots and customer service via email or Messenger, it’s easy to assume that this shift in technology is being directed by consumer preference. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry.

Customer Service 79

Customer Service Customer retention Call Center Contact Center 79

Transparent BPO

JANUARY 14, 2020

A white paper on contact center trends by Fonolo, a call-back technology company, says that consumers are becoming digital-first and able to use at least ten different channels to communicate with a company. “The Instead, contact centers are transitioning to First Call Resolution and Customer Satisfaction as their top priorities.

Contact Center 62

Contact Center outsourcing Average Handle Time First call resolution 62

VocalCom

JUNE 22, 2020

Additionally, integrating AI solutions such as chatbots or virtual assistants can assist agents by absorbing extra volumes of calls or managing low-value enquiries and let them focus on the more complex conversations. Download our white paper Contact Centers of the Future: Creating the experience of tomorrow.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

CSM Magazine

JANUARY 24, 2023

And what’s going on in the AI market, when just last month some commentators were questioning chatbot sector momentum – particularly with Amazon stripping costs and people out of its Alexa team? This makes it well-suited for use in conversational AI applications, such as chatbots or virtual assistants.

Chatbots 52

Chatbots Contact Center CRM Enterprise 52

Quiq

JANUARY 10, 2020

Read our most popular white paper that spells out the 7 compelling reasons to implement messaging now. How Chatbots Are Revolutionizing eCommerce. In this post, we’ll take a look at chatbots and how they are playing an increasingly important role in eCommerce. Download the PDF. 7 Reasons Your Customers Want To Text You.

Chatbots 52

Chatbots Best practices Personalization Customer Experience 52

Quiq

JANUARY 10, 2020

Read our most popular white paper that spells out the 7 compelling reasons to implement messaging now. How Chatbots Are Revolutionizing eCommerce. In this post, we’ll take a look at chatbots and how they are playing an increasingly important role in eCommerce. Download the PDF. 7 Reasons Your Customers Want To Text You.

Chatbots 52

Chatbots Best practices Personalization Customer Experience 52

Fonolo

APRIL 4, 2018

Apple is emphasizing that Business Chat is about human-to-human communication and not about “chatbots” or “bots”. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. No Bots Please.

Customer Service 90

Customer Service Chatbots Government Contact Center 90

Fonolo

MARCH 12, 2020

Here are some examples of self-service channels that can help different types of users: Chatbots for SMS , instant messaging apps and live chat. There are a few ways to do this: Using SMS and instant messaging chatbots is a great way to automate your first line of support and handle simple queries quickly. Blogs, tutorials and guides.

Self service 118

Self service Best practices Customer Support Chatbots 118

Comm100

JANUARY 14, 2020

Here are the top digital channels we recommend: Live chat Ticketing and email SMS/Messaging Social media Knowledge base Chatbots. Agent Assist monitors your live chats, understands the questions being asked, and suggests the answers from your knowledge base, canned messages and chatbot intents. White Paper. Download Now.

Average Handle Time 40

Average Handle Time Multichannel Chatbots CRM 40

Comm100

APRIL 6, 2020

An AI chatbot is the perfect way to handle this. Recommended : See Comm100 A I Chatbot in Action. Once the visitor’s question is sent, it suggests answers from your knowledge base, canned messages, and chatbot intents for the agent to consider. For ultimate efficiency, AI chatbots are a no-brainer. Be all-good.

Chatbots 52

Chatbots Multichannel Customer Care Coaching 52

Jive

AUGUST 9, 2018

Digital assistants and chatbots are changing the way that contact centers and customer support operate. While there is no true “cure all” for any attrition problem, investing in AI chatbots and digital assistants could convince employees to stay. Contact Center Attrition. In the U.S., The phone keeps ringing. Your inbox is bursting.

Contact Center 75

Contact Center Chatbots Employee engagement Education 75

Callminer

MAY 27, 2020

To learn how AI can assist you in retaining top talent within your organization, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. For the best tips on consistently improving the employee experience at your company, read on: Tips to Improve Employee Experience.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

teleopti

APRIL 30, 2019

Think about infusing AI into the employee experience – consider deploying artificial intelligence methods such as Chatbots to enhance internal communication and employee morale. Cut back on time-consuming staff monitoring and instead use bots that learn from existing data to help people manage their work-life balance.

Employee engagement 80

Employee engagement Management Self service Strategic Value 80

TechSee

MARCH 19, 2018

Natural Language Processing (NLP) algorithms have enabled AI-powered tools to grasp context, power smart classification, routing of customer inquiries, and create conversational chatbots.

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84

Fonolo

SEPTEMBER 6, 2018

Recent technological advancements are many, ranging from Artificial Intelligence (AI) (and related automated tools like virtual assistants, chatbots, etc.) White Paper: The Secret Sauce for Increasing Customer Happiness. to real-time messaging, simulation, self-service and crypto-currency.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. Customer Contact Week’s white paper provides clear-cut strategies for better performance. Which is why we know you’ll appreciate a round-up of highlights around call center news and information.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Fonolo

FEBRUARY 20, 2020

Whether that’s with smarter self-service options like chatbots and visual IVRs, or with better decision-making tools to help agents get to the right solution faster, companies are relying on AI and smart automation to fill the gap. This white paper explores key areas that are sure to shake up the industry.

Contact Center 101

Contact Center Call Center Wait times Technology 101

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper.

Customer Experience 52

Customer Experience Analytics Surveys Big data 52

Jon Arnold

MAY 4, 2017

After this, I'm in Phoenix for NEC's event next week, then I'm speaking in Toronto for a networking event hosted by Jeff Pulver about the chatbot/AI space. Somehow, I'll get my regular set of writing done, along with finishing off two white papers and prepping for a webinar I'm doing later this month.

Chatbots 40

Chatbots Customer Care Contact Center 40

Serenova

NOVEMBER 26, 2019

Businesses have an increasing selection of new applications to implement—from mobile apps to chatbots to self-service powered by artificial intelligence (AI). Service levels will necessarily differ a bit across channels because some requests are too complex or sensitive for a web app or chatbot to handle.

Customer Service 69

Customer Service Contact Center Chatbots Surveys 69