SmartAction

OCTOBER 25, 2023

Missed Opportunities: Beyond immediate customer dissatisfaction, the underinvestment in the voice channel meant missed opportunities for upselling, gathering valuable insights and building stronger customer relationships. They opted for other channels or, worse, turned to competitors offering more user-friendly service.

Interactive Voice Response 91

Interactive Voice Response Customer Service Virtual Agent Self service 91

SmartAction

JUNE 9, 2023

Some notable examples include: Chatbots : Chatbots are AI-powered virtual agents, built in-house or by third-party vendors , that engage in text-based conversations with users. Chatbots and virtual agents may provide irrelevant or inaccurate responses. They are widely used in customer support, providing 24/7 assistance.

Virtual Agent 75

Virtual Agent Chatbots Self service Feedback 75

Fonolo

APRIL 6, 2020

Service Hub includes a shared email inbox, live chat software, and self-service tools, all of which integrate seamlessly with Aircall for phone support. It allows agents to provide better service and give you tools to upsell as well. Working in tandem with Aircall, it gives the software even more capability.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

Solvvy

OCTOBER 12, 2022

24/7 service: Unlike employees, chatbots are available around the clock every day, all year long. When you deploy a chatbot, you can offer customer service after regular business hours – anytime that’s convenient for your customers. . Moreover, a study by SOTI found that 73% of customers prefer self-service. .

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94

JustCall

AUGUST 8, 2023

This ensures that customers are directed to the most suitable agent or department. Virtual Agents AI chatbots can understand and respond to customer queries in real time. Customer personas help the organization assess when to cross-sell and when to upsell their products or services.

Contact Center 52

Contact Center Interactive Voice Response Customer Service Virtual Agent 52

SmartAction

SEPTEMBER 14, 2020

Our virtual agents consistently outperform live agents on CSAT scores simply because they just need to be trained once to deliver a perfectly trained agent experience. What are the types of applications/calls that make the best use of AI self-service? There are often good reasons for live agent transfers.

Virtual Agent 45

Virtual Agent Self service outsourcing Call flow 45

Solvvy

JULY 5, 2018

This piece of the puzzle neatly bridges the self-serve buying process with the self-service support model. In order to help customers engage with their products, answer their questions, and upsell them on paid features, Atlassian uses in-product automation. If they need an agent, they can request one.

Self service 48

Self service Virtual Agent Sales Upselling 48

ROI CX Solutions

DECEMBER 6, 2024

Key takeaways Enhancing efficiency: AI tools allow contact centers to automate repetitive tasks, enabling major time and cost savings and allowing agents to focus more on high-value tasks. This workflow also provides major cost savings, since more time and money can be channeled toward your valuable human agents.

Contact Center 52

Contact Center call center solutions Call Center Chatbots 52

Interaction Metrics

MARCH 20, 2025

The platforms AI automates 40% of repetitive tasks (like call transcriptions), so agents can focus on resolving issues. It also includes predictive analytics that spots customers at risk of leaving and identifies upsell opportunities. Maybe youre drowning in customer calls and need smarter self-service tools.

Enterprise 62

Enterprise Surveys Analytics Feedback 62