Fonolo

JANUARY 31, 2018

Will the AI / chatbot hype start to live up to its promise? Our favorite chart: Reality and Promise of AI. About: There is a lot of confusion and muddled writing around AI and its adjacent topics. Will Avaya soar upwards, freshly unburdened from its decade of debt? Where to get it: [link].

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

DMG Consulting

MARCH 2, 2021

This is driving major upgrades and enhancements in existing operating systems, the expansion of digital channel support, a self-service replacement cycle as well as investments in new artificial intelligence (AI) and automation-enabled applications.

Contact Center 93

Contact Center Artificial Intelligence Scorecard AI 93

Execs In The Know

JANUARY 8, 2023

The goal isn’t to just hit a number on a scorecard. An Easy, Efficient, and Agile Tech Stack Technology and artificial intelligence (AI) enabled innovation can play a huge role in outsourcing. Attended AI for agents frees up their capacity to work on empathy with the customer.

Artificial Intelligence 87

Artificial Intelligence Technology Technology Engineering 87

Lumoa

FEBRUARY 6, 2018

Also, new tech solutions such as AI and machine learning have been getting a lot of attention. AI and machine learning make customer listening and Voice of Customer analysis—at scale—suddenly possible in a way it wasn’t before. Is the ecosystem of customer engagement tools and technologies integrated and seamless, or are they siloed?

CX 129

CX Customer Experience Education Machine Learning 129

Intercom

AUGUST 12, 2021

AI augments support. AI should be deployed to solve the most frequent, simple problems. Where AI comes in. Dan: When it gets into the AI technologies, there’s a lot of marketing around AI these days, so I try to stay away from AI a little bit, as a buzzword. Or, “What are the most frequent bugs?”

Start-ups 111

Start-ups AI Omnichannel Sales 111

Lumoa

OCTOBER 31, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. data security, gig economy, AI, machine learning).” It will also be thrilling to see how UX, customer centricity and empathy will be connected to the field of AI. 2018 will be the year of CX and AI.? And why not?

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Callminer

FEBRUARY 21, 2018

Nenad is the co-founder & CEO of CroatiaTech , a future technology development company that focuses on software & website development, machine learning, AI, VR, AR and mechatronics. The latter includes agents’ self-analysis scorecards. Get a solution that is…”. The needs of today aren’t guaranteed to be needs of tomorrow.

Contact Center 210

Contact Center CRM Technology Technology 210

Zendesk

MARCH 19, 2021

If you want to improve your company’s response time to support that data, you might incorporate AI technology, like our AI-powered Answer Bot , to send prompt responses. With the help of AI, teams can even predict customer satisfaction during a conversation—before a customer takes a survey. Internal business.

Customer Satisfaction 98

Customer Satisfaction Net Promoter Score Scorecard Social Media 98

Callminer

NOVEMBER 9, 2020

Speech analytics software , for example, enables call centers to review past fraudulent calls, customize a fraudulent scorecard, and leverage real-time analytics to provide guidance to agents while on the call if a call is flagged as potential fraud.

Contact Center 345

Contact Center Engineering Scorecard Retail 345

Hodusoft

DECEMBER 16, 2022

AI plays a vital role in uplifting customer experience Implementing AI in call center technologies has unlocked new opportunities for efficient business communication operations. Predictive and analytical AI implementation helps to generate immediate responses based on collected data over time.

Technology 52

Technology Technology Omnichannel Social Media 52

Zendesk

APRIL 28, 2023

Your AI Agent Your AI Agent (Support) from Infinite Hooray is designed to take customer service efficiency and service experience to the next level. Here are the newest integrations from Zendesk to help your team provide top-quality experiences.

Innovation 52

Innovation Scorecard Invoicing Contact Center 52

Customer Service Life

SEPTEMBER 7, 2018

A quality score is a standard metric on most agent scorecards and therefore they’re held accountable to it. Now if you’re looking to augment your quality assurance efforts with AI and/or an analytics solution , that’s a different conversation. This can potentially allow your quality team to review more interactions (up to 100%).

Customer Satisfaction 97

Customer Satisfaction Contact Center Scorecard Customer Feedback 97

Zendesk

DECEMBER 30, 2020

Exacctly (Support) is a cloud-based, AI-backed solution that will boost your support team’s performance and increase your customers’ satisfaction. Analyze metrics and filter feedback in real-time — by agent, region, or any business driver — right in your Wootric dashboard.

Artificial Intelligence 65

Artificial Intelligence Scorecard Contact Center Gaming 65

ProProfs

JANUARY 26, 2023

Remote Proctoring: Prevent cheating and unauthorized access with candidate ID verification, AI-based automated proctoring, and human-based live proctoring. Pros & Cons: + Simple to use + A good set of features + AI-based proctoring – The interface can be buggy Pricing: Starts at $36.81/month

Education 52

Education Start-ups AI Close the Loop 52

Callminer

SEPTEMBER 5, 2017

The current trend of website optimization through A/B testing, guiding users with AI chat bots, and creating communities and knowledge bases for self-help, leave a call center manager wondering whether customers still need human assistance at all. Jack is a regular public speaker on customer service/experience, AI, and automation.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

Intercom

MAY 19, 2022

It’s based on each support team’s individual scorecards. One manifestation is the use of AI/ML technology within the whole support experience. I think the opportunity to apply AI/ML within the support space is almost boundless. I want to start by defining it as not everybody listening in might be familiar with it.

Customer Service 52

Customer Service Start-ups ML Engineering 52