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From Knowledge Base to Virtual Agents: The Shift to AI-powered Self Service

TechSee

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. Drivers for customer self-service.

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4 ways that enterprise virtual agents will evolve

Interactions

Virtual agents have come a long way. And while some companies are certainly still using automated systems from the dark ages, forward-thinking brands have taken advantage of advancements in technology for big steps forward in customer experience self-service. . But what’s next? Here’s what we found out. .

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New KPI Metrics in the Era of Self Service

TechSee

Modern contact centers are made up of a complex combination of humans and virtual assistants – using both natural and artificial intelligence – operating over multiple channels and using a wide range of tools to solve customers’ issues. Customer care center metrics in the era of self-service clearly require a different approach.

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Call Deflection strategies in the age of self-service

TechSee

The goal is both to ensure customers receive the answers they are seeking in the most efficient manner and to reduce the number of inbound calls routed to human agents. He navigates to the Contact Us page of the supplier’s website and easily finds the Customer Support phone number. Proactive customer communications.

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A Successful Self-Service Strategy Requires Looking at the Bigger Picture

Creative Virtual

With physical offices and locations closed, many are struggling with the influx of customer questions to their contact centres – an issue that may be compounded by the sudden need to support agents working from home. Organisations with an existing self-service solution have a definite advantage.

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Delivering Self-Service During the COVID-19 Uncertainty, Part 1: Supporting Customers

Creative Virtual

Advancements over the past several years in conversational AI technologies, including chatbots and virtual agents, have made them a go-to solution for providing cost-effective and easy-to-use support on digital channels. They also give organisations the opportunity to get self-service projects both deployed and performing well quickly.

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From Skeptic to Believer: The Choice Hotels Story on AI-powered Virtual Agents for Voice

SmartAction

Director of Customer Care Strategy and Pauline Aponte, WFM. As you mentioned, we’ve been on this transformative journey with AI self-service over the voice channel for about 5 years now, and we’ve had a number of growing pains along the way. Here are a few excerpts from Jason Coats, Sr.