TechSee
OCTOBER 10, 2024
This investment delivered a 24% improvement in their self-service containment rate over their legacy chatbot. These efforts delivered a further 16% improvement in self-service containment. Year One: Their first Agentic AI deployment focussed on the low-hanging fruit use cases with high scale.
CX Global Media
JUNE 23, 2018
Brad Cleveland : You know in this industry we’ve been working on for preventing contacts and self-service for three decades now. The web came along in the early nineties and that really expanded the opportunities for self-service. And there were predictions all along the way that our workloads are going to decline.
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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. Channel preferences are evolving – omnichannel is key Customers arent only seeking fast experiences.
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.
Upstream Works
AUGUST 5, 2021
One reason for rising cloud adoption is the variety of strong use cases, including better agent engagement, smarter call routing, improved self-service options, richer management reporting, more personalized CX, and more. Call center leaders need to consider the overall benefit of cloud, namely the flexibility of the platform itself.
Amity
JUNE 11, 2018
Foundational Customers: These customers are smaller in revenue and strategic value. In the initial development stage of a company, this band of customers is referred to the customer support center and the self-service tools you have to offer them. There are several options to provide support to these customers.
Playvox
MARCH 19, 2024
As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers. This improves customer satisfaction and net promoter scores, and other key customer service metrics.
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