TeamSupport

JANUARY 9, 2024

Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. By the early 1970s, more call-routing systems were beginning to include ACD technology, ushering in the development of large-scale call centers. Ever wonder what customer service looked like 50 or 60 years ago?

Technology 59

Technology Technology Predictive Analytics Artificial Intelligence 59

CSAT.AI

FEBRUARY 22, 2023

You can’t stop the AI wave, but you don’t have to get drowned by it. You can get in the water by using accessible AI support apps on Zendesk to help CX and EX that integrate with what you already use. Your company doesn’t need to be gigantic or have a massive budget for an entire overhaul to be able to benefit from the power of AI.

AI 85

AI Sentiment Analysis CX Predictive Analytics 85

CSAT.AI

SEPTEMBER 22, 2022

How a Conversational AI interaction works How CAI can Help You and Your CSAs Key KPIs to Measure The Importance of Transparency, Sentiment and AI Evolution. Conversational AI (CAI) helps with the scaling of personalized customer attention and interaction sought across industries. How a Conversational AI Interaction Works.

AI 100

AI Sentiment Analysis Machine Learning Technology 100

CommBox

DECEMBER 14, 2023

One technological innovation that has emerged as a pivotal player in revolutionizing customer service is Generative AI-powered Chatbots. These AI-powered conversational agents are reshaping the very fabric of how companies engage with their customers.

Customer Satisfaction 98

Customer Satisfaction AI Social Media Customer Loyalty 98

Lumoa

APRIL 28, 2024

You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Intercom

JULY 13, 2023

How big is the AI revolution in the customer service space, really? Well, as someone who has operated in the technology sector for over 35 years, and mostly in some form of customer support role, I have literally never been more excited than I am right now about the potential to transform the customer service experience through technology.

AI 90

AI ML Sentiment Analysis Artificial Intelligence 90

CSAT.AI

OCTOBER 19, 2022

Phrase based models use natural language processing (NLP) and machine learning which allow AI to derive meaning from human language. This is a powerful customer service technology in multiple ways. NLP is a branch of computer science focused on enabling AI to interpret and respond to human language at a human ability level.

Sentiment Analysis 107

Sentiment Analysis Customer Service Machine Learning AI 107

Taylor Reach Group

SEPTEMBER 6, 2023

by Colin Taylor The rapid advancement of conversational AI has had a profound impact on various industries, and one arena that has been significantly affected is the contact center industry. A Historical Perspective The conversation about automating high-volume, low-complexity tasks through technology isn’t new.

Contact Center 65

Contact Center AI Data Entry Sentiment Analysis 65

Fonolo

FEBRUARY 16, 2021

Contact center technology has come a long way since its early years as a jury-rigged air traffic control system. The pandemic has hastened many call center trends and compounded technological developments. Here are the latest and greatest call center technologies: AI-Powered Voice Biometrics & Analysis.

Technology 134

Technology Technology Contact Center Sentiment Analysis 134

Logicalware

JULY 26, 2023

Artificial Intelligence (AI) has transformed contact centres, improving customer experiences and operational efficiency. However, it’s important to recognise that AI is an umbrella term encompassing various subfields and techniques. What is Artificial Intelligence (AI)?

Artificial Intelligence 52

Artificial Intelligence AI Sentiment Analysis Machine Learning 52

Logicalware

JUNE 13, 2023

The solution lies in striking the right balance between technology and human touch, with a focus on enhancing the Agent Experience. Enter Agent Assist: the intelligent customer service solution powered by Conversational AI that empowers agents to deliver exceptional service while leveraging automated capabilities.

AI 52

AI Sentiment Analysis Machine Learning Start-ups 52

Fonolo

JANUARY 12, 2023

You probably know at least a bit about AI and automation. They are also popular advancements in automation that employ varying degrees of AI. AI is Personalizing the Customer Experience . Conversational AI (Chatbots). Conversational AI (Chatbots). Sentiment Analysis. Improved agent experience .

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? Everyone is talking about Artificial Intelligence (AI) and how it has emerged as one of the most significant technological innovations in recent years, revolutionizing various industries and opening up a world of new possibilities.

AI 52

AI Customer Experience Social Media Machine Learning 52

Zendesk

JANUARY 25, 2024

What is an AI call center? An artificial intelligence (AI) call center is a customer service operation that uses AI technologies to manage customer inquiries, interactions, and tasks across voice and digital channels. AI in call centers enhances customer satisfaction by helping teams offer faster support.

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

Zendesk

NOVEMBER 28, 2023

What is AI as a service? AI as a service (AIaaS) is a service offered by third-party vendors that allows businesses to incorporate AI-powered tools and capabilities into their systems. Premiering in 1962, the cartoon accurately depicts many technologies we use today—including AI. If you’re new to this, no worries.

AI 52

AI ML Machine Learning Artificial Intelligence 52

Execs In The Know

JUNE 9, 2023

Welcome to a new era of call centers, where cutting-edge Artificial Intelligence (AI) technologies are revolutionizing the customer service landscape. Today, AI is paving the way for personalized, efficient, and engaging interactions that leave customers delighted and businesses thriving.

AI 52

AI Predictive Analytics Sentiment Analysis Artificial Intelligence 52

Aquire

JULY 1, 2021

Conversational AI today is probably the closest technology has come to mimicking human interactions. In a world where businesses try to engage their customers on a personal level across digital touchpoints, virtual assistants and AI tools make effective (and cost-efficient) allies. But, the workings of AI are often complex.

AI 125

AI Artificial Intelligence Machine Learning ML 125

Execs In The Know

JANUARY 10, 2024

Few can deny the transformative power of AI, with customer experience (CX) set to see some of its biggest and most immediate impacts. There’s always a gap between the development and adoption of new technologies, and AI is no different. Instead, they will be conducting a harmonious symphony of AI-driven customer service.

AI 52

AI CX Sentiment Analysis Touchpoint 52

Ameyo Callversations

AUGUST 24, 2022

This is where conversational AI plays a vital role by delivering efficient customer interactions and fast responses to their queries. With the increasing significance of Artificial Intelligence in customer engagement, more businesses are adopting conversational AI. Also, chatbots will become the harbinger of AI in different industries.

AI 52

AI Sentiment Analysis Contact Center Artificial Intelligence 52

Zendesk

DECEMBER 8, 2023

Few can deny the transformative power of AI, with customer experience (CX) set to see some of its biggest and most immediate impacts. There’s always a gap between the development and adoption of new technologies, and AI is no different. Instead, they will be conducting a harmonious symphony of AI-driven customer service.

AI 52

AI CX Sentiment Analysis Touchpoint 52

Fonolo

MARCH 16, 2023

Measuring Customer Satisfaction The arrival of AI-supported tools is expected to flip the script on some of those traditional metrics and introduce some new ones, too. For example, AI-powered chatbots and virtual assistants make metrics like AHT less important. That’s the number one goal. We want the customer to be happy.”

Contact Center 151

Contact Center Sentiment Analysis NPS Customer Satisfaction 151

CSAT.AI

NOVEMBER 17, 2022

Automation covers technologies across many processes and fields. In regard to customer service it’s using technologies instead of people to accomplish both customer facing and back end tasks. AI can monitor and provide quality assurance (QA) analysis for interactions in real time so managers don’t have to do it manually.

Customer Service 127

Customer Service Sentiment Analysis Contact Center AI 127

Ameyo Callversations

MARCH 2, 2022

Even implementation of ai in contact centers helps agents to ease their tasks and help them perform better. According to statistics, AI-powered chatbots will handle 20% of all customer support requests by 2022. According to statistics, AI-powered chatbots will handle 20% of all customer support requests by 2022.

Contact Center 52

Contact Center AI Artificial Intelligence Sentiment Analysis 52

SugarCRM

JULY 7, 2022

Technology for collecting, managing, and advancing customer interactions is vital for all businesses. Here are three ways businesses can use technology to maximize the value and productivity of a hybrid and remote workforce: 1. Technology can quickly capture, analyze and draw valuable insights from many data points.

Technology 55

Technology Technology Data Entry ML 55

Zendesk

OCTOBER 25, 2023

What is AI for employee experience? AI for employee experience means leveraging artificial intelligence technology to improve all aspects of the employee journey, including onboarding, performance, development, support from internal service teams, and access to information to perform daily tasks.

AI 52

AI Sentiment Analysis Artificial Intelligence Start-ups 52

1 to 1

DECEMBER 12, 2023

Most companies are eager to implement AI solutions to improve customer experiences, but few have the data or technology ready to go to make it happen. Those are some of the insights gleaned from TTEC Digital’s State of AI in the Contact Center research report. But current AI adoption is limited.

AI 26

AI Sentiment Analysis Contact Center Customer Satisfaction 26

Intercom

SEPTEMBER 5, 2023

AI may be transforming customer support, but a successful approach takes more than just a flick of a switch. In our latest webinar, we’ve covered how you can scale an AI-first support strategy while maintaining quality and consistency. Take our new AI chatbot, Fin.

AI 52

AI ML Sentiment Analysis Scorecard 52

Zendesk

MAY 30, 2023

Whatever tools we use to make our lives easier, more productive, or more profitable, the message coming out of Relate 2023 was clear: success depends entirely on whether your technology actually helps humans get the job done. An AI solution made for CX teams is just the beginning.

AI 52

AI Sentiment Analysis Retail CX 52

SugarCRM

JANUARY 3, 2022

Customer Data + AI: Creating Personalized, Empathetic Customer Experiences. The challenge is that with the rise of the digital economy, marketers are swimming in copious amounts of customer data to interpret and inform personalized, empathic communications —an unfair match for the human brain without the help of artificial intelligence (AI).

AI 52

AI Sentiment Analysis Artificial Intelligence CX 52

SugarCRM

JANUARY 17, 2022

While empathy is seen as a uniquely human trait, developments in artificial intelligence (AI) to help brands recognize and respond in an empathetic manner are on the rise and come at a critical time. Empathic AI capabilities have great potential to augment human emotional intelligence.

AI 49

AI Sentiment Analysis Artificial Intelligence Customer Satisfaction 49

TeamSupport

SEPTEMBER 21, 2018

More companies are incorporating artificial intelligence (AI) into their customer support teams to improve relationships. Further, AI is able to assist these teams in ways not previously possible. With this said, let’s evaluate five ways you can use AI to support your support team…. This is where AI helps.

Sentiment Analysis 74

Sentiment Analysis AI Artificial Intelligence Transportation 74

Zendesk

MAY 3, 2023

And one that will ultimately help you build deeper connections with the people you serve 71% of customers believe that AI will make customer experiences more empathetic, according to Zendesk research. According to our research, 71 percent of customers already believe that AI will help to make customer experiences more empathetic.

AI 52

AI Customer Experience Sentiment Analysis Technology 52

Fonolo

APRIL 18, 2023

Is your contact center staying on top of advancements in AI and automation ? Automation Strategies to Future-Proof Your Contact Center You can lock-in easy wins by deciding to strategically deploy automation and AI in your contact center. Machine learning This type of automation is usually coupled with an AI application.

Contact Center 81

Contact Center Machine Learning Sentiment Analysis Data Entry 81

TeamSupport

MAY 1, 2024

Moreover, AI-powered sentiment analysis brings an innovative edge to understanding customer mood and tone, enriching interactions with insights driven by technology. The platform’s highly customizable customer hub crafts a personalized experience for users, an essential factor in elevating customer satisfaction.

Sentiment Analysis 40

Sentiment Analysis Customer Satisfaction Customer Relationship Omnichannel 40

Fonolo

APRIL 18, 2023

Is your contact center staying on top of advancements in AI and automation? You can lock-in easy wins by deciding to strategically deploy automation and AI in your contact center. Automation is the practice of using technology (usually software) to perform time-consuming or repetitive tasks. What is Automation?

Contact Center 67

Contact Center Machine Learning Sentiment Analysis Data Entry 67

ECXO

APRIL 10, 2024

Emotional AI and Sentiment Analysis: Utilize advanced technologies such as emotional AI and sentiment analysis to automatically detect and analyze the emotional frequencies in customer data. Personalization: Embrace personalization to cater to individual customer preferences and emotional frequencies.

CX 111

CX Customer Experience Social Media Sentiment Analysis 111

Lumoa

JANUARY 24, 2024

When to use text analytics This situation is where automated text analytics in customer feedback is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic. Well, thankfully, software from Lumoa simplifies every aspect of customer experience and feedback analysis.

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83