eGain Delivers Instant Answers™ with Generative AI, Driving Knowledge Automation
Customer Think
FEBRUARY 8, 2023
Radically simple experience for users to find relevant answer snippets from enterprise knowledge bases using generative-AI technology
automated-answers 
Key strategies to successfully scale your customer support
Intercom, Inc.
OCTOBER 24, 2018
“There is more to scaling up than just machine learning and bots” A key part of our strategy revolves around automation, including our recently released Answer Bot , but there is more to scaling up than just machine learning and bots. Automation. The foundation for modern, scalable customer support is automation.
Machine Learning 
178
178 Join 24,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Webinars
How Retailers Are Transforming Customer Experiences with Data & AI
Turn Payments Into Personalization: Unlock the Value of Transaction Data
Trending Sources
Reimagining the IT Help Desk with Tech Mahindra’s Lawrence Sathiaraj
Uniphore
DECEMBER 27, 2021
Conversational AI may be the answer. As a result, organizations are increasingly look to automation technology to manage higher inbound traffic and improve operational efficiencies. According to Sathiaraj, businesses need to take a strategic approach when deploying automation solutions for their IT help desk.
Manufacturing 211
211 
Announcing new next-generation bot capabilities to uplevel your automated support
Intercom, Inc.
JUNE 22, 2022
At Intercom, we’re striving to make our automation bots as powerful as possible, offering companies the fastest way to resolve queries in the face of ever-increasing inbound volume and customer expectations. Increasing automated resolution rates and self-serve capabilities guarantees a faster, more seamless customer experience ”.
Invoicing 218
218 
Call Center Automation: Best Processes to Automate
Fonolo
FEBRUARY 14, 2023
Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! But in a world of possibilities, you may wonder which processes are best to automate. What is Call Center Automation? Sounds great, right?
Contact Center 135
135 
How to Elevate the Customer Experience with Conversational Commerce
Lumoa
JANUARY 15, 2024
If there is no one to answer their questions, there’s a good chance they’ll walk out of the store. Ultimately, the aim is to enhance the customer experience (CX), answer queries offer additional support, and guide them through their journey towards making a purchasing decision. Of course, chatbots can’t answer every query.
Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony
Comm100
JANUARY 17, 2024
Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. Why should businesses lean into automation?
AI 74
74 
6 Ways intelligent automation is transforming the customer service industry
Customer Think
MARCH 5, 2024
Automation is revolutionizing customer service, and your business needs to jump on board. Imagine: Customers getting instant answers 24/7, solving problems independently, and receiving personalized recommendations – all thanks to smart technology. It’s the reality of automation in action. Sound like a dream?
4 Lessons Learned from Leading the Industry in Customer-Facing LLM-Powered AI Assistants
Execs In The Know
JANUARY 12, 2024
As businesses strive to enhance user experiences and streamline customer interactions, deploying advanced LLM assistants to automate customer interactions has great potential. Businesses must decide whether they aim to automate responses, escalate queries to human agents, or find a balance between the two.
AI 105
105 
The New Era of Generative AI Customer Service: Empowering Humans with Automation
CommBox
OCTOBER 18, 2023
In customer service, conversational AI is used to power AI chatbots and automate the majority of repetitive tasks – from answering customer queries, routing calls or scheduling appointments. Another way GenAI is revolutionizing customer service is automation.
AI 98
98 
How to Engage Employees and Win Customers With Automation
Uniphore
JUNE 9, 2021
In the contact center, the leading driver of improvements has been automation. In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices. However, simply automating processes for the sake of automating delivers mixed results at best.
Contact Center 246
246 
4 ways to accelerate sales using the Intercom integration with HubSpot
Intercom, Inc.
JANUARY 25, 2022
With an integrated system of lead engagement and follow-up, much of the work to personalize the prospect experience and capture interested contacts can be automated. Get every lead to the right owner through automated, smart lead routing. Automate customer support inquiries and follow-up.
Sales 216
216 
Fin, the breakthrough AI bot for customer service, keeps getting better
Intercom
JANUARY 16, 2024
Fin automatically resolves customer issues with safe, accurate, conversational answers based solely on your support content. Since Fin’s launch , we’ve added over 20 new features and capabilities , making it multilingual, enhancing answer quality, providing deeper reporting, and more. Now it can with conversation snippets.
AI 98
98 
What is call deflection?
Intercom, Inc.
JULY 26, 2022
In the same message, you could also recommend customers visit your website where they can chat in real time with support agents or take advantage of self-service resources like an automated assistant, an FAQ page, or a community forum. Many companies are turning to automated solutions, such as chatbots, to assist in these efforts.
Our Top 6 Picks for Call Center Automation Software
Fonolo
FEBRUARY 14, 2023
Call centers have always relied on different forms of automation to provide swift service to their clientele. To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation. Read on for an introduction to call center automation, plus our top software picks!
Contact Center 142
142 
Balancing support efficiency with a great customer experience
Intercom, Inc.
JULY 14, 2020
With some experimentation, automation, and strong relationships across teams, it’s possible to strike the right balance between providing a positive environment for your support team and keeping your customers happy. . Leverage automation to empower your team to take on more meaningful work. They both have their downsides.
The New Transformation
Execs In The Know
APRIL 22, 2024
Nowadays, it’s changing so rapidly it’s hard to keep up, largely due to the swift advancements in artificial intelligence and a surge in consumer demand for AI and automation. The answer lies in adopting short, “sprint” style planning that emphasizes flexibility. Once upon a time, it was efficient to execute it all at once.
Revolutionizing Customer Service: The Power of Automation
TeamSupport
JANUARY 22, 2024
One such transformative tool that has gained prominence is automation. In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. What is Automation? Why Automate?
Guest Post: Customer Service Automation: A Quick Beginner’s Guide
Shep Hyken
OCTOBER 1, 2021
He writes about what automated customer service can do for your business. Customer service automation isn’t a new deal for businesses. Yet we see only 33% of contact centers investing in automation tech systems and robotics. Understanding the Automated Customer Service From Scratch .
Customer Service 138
138 
Making Self-Service More Intelligent
DMG Consulting
MAY 2, 2024
chatbots, voicebots, or just plain bots—can automate many tasks and inquiries previously handled by live agents, reducing operating expenses. questions) in these self-service solutions via a large language model (LLM), enabling them to identify an appropriate answer. Intelligent virtual agents (IVAs)—a.k.a.
Predictive Customer Service: AI’s Role in Anticipating Needs
Comm100
APRIL 10, 2024
Furthermore, this level of automation helps employees better serve clients and addresses the key challenges that can impact customer satisfaction. The many uses of AI in customer service At the mention of the abbreviation ‘AI’ many of us immediately think of automation and a lessened workload, especially in relation to customer service.
The 5 Most-Used Automated Customer Service Examples
Comm100
MAY 23, 2023
Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization.
What is a help desk?
Intercom, Inc.
MAY 13, 2022
A help desk is a centralized department or group within a company – or in some cases an automated tool or software – that answers employee or customer questions, and helps to troubleshoot issues as they come up. . A support helpdesk is used to assist external customers answer inquiries such as help with a product or software setup. .
Customer Service 118
118 
What I’ve discovered implementing an AI-driven customer service strategy
Intercom
FEBRUARY 6, 2024
Task-specific bots are coming Most AI bots are what I term “generic answer” bots (and there is absolutely nothing wrong with that.) This will maximize the opportunity to a great answer being provided for your customers. This is a topic we will be exploring in more depth over the coming months.
AI 98
98 
Announcing Intercom’s new AI features
Intercom, Inc.
JANUARY 31, 2023
Adjusting the tone It’s common for support reps to use different tones of voice with different customers – depending on the industry they work in, or the type of query they’re answering. ” Andrew Dell, Chatbot Developer and Technical Specialist at Super Dispatch Will ChatGPT be able to answer all customer queries?
AI 188
188 
Ticket Deflection: The Key To Increasing Customer Support Efficiency
TeamSupport
MAY 3, 2023
Rather than put additional strain on an already overworked agent to answer the same questions again and again, the company can use automation tools to ensure the customer's question is answered in a timely matter. While some customers may find automated responses to be impersonal, the truth is that it saves them lots of time.
Essential Automation Strategies for Contact Centers
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. What is Automation? New KPIs offer next-level insights into operations.
The New Era of Customer Service: Merging Conversational AI and Generative AI to Elevate CX
CommBox
OCTOBER 18, 2023
For instance, a potential customer visiting an e-commerce website like IKEA can get immediate answers about product specifications, availability, or shipping options, leading to an elevated experience and increasing the likelihood of making a purchase. Generative AI role Define the scope of generative AI in your automated experience.
AI 98
98 
Elevate Customer Support With Integrated Ticketing And Chat
TeamSupport
JULY 25, 2023
The agent starts by answering a customer’s inquiry via chat. Most agents are using email to service their clients – which can be a real productivity buster, particularly when most of these conversations are to answer the most basic customer service questions: What are your hours of operation? What is the price of this item?
How are customer service metrics changing in the age of AI?
Intercom
OCTOBER 4, 2023
These bots are capable of offering quick and helpful answers, and can also disambiguate queries and pass them on to a human support rep to provide further assistance if they don’t know the answer. Tip With automated resolution rate soaring, it’s important to think about how else you can derive insight from this metric.
AI 97
97 
Why customer engagement is the key to business growth in 2022 and beyond
Intercom, Inc.
MARCH 28, 2022
To answer it, we believe that there are three recurring trends that are shaping the future of business: First, businesses across all industries are facing pressure to become digital businesses. The answer is yes – it’s both. Make the trend work for you: Use automation to provide personalized engagement every step of the way.
Business Growth 228
228 
How To Ensure Your Customers Get The Right Answer
CSAT.AI
MARCH 8, 2023
In this blog post, we will discuss how you can ensure your customers get the right answer. The Beauty of the Right Answer The right answer benefits both your business and your customer. It’s especially good when that answer comes via the first contact. So how can you ensure that your customers get the right answer?
Measuring proactive communication in COVID-19 conversations
Intercom, Inc.
APRIL 30, 2020
During this time, businesses are not just waiting for customers to check in – they’re leaning on automation to proactively communicate with their customers at scale. Automation is more important than ever. These trends also validate other recent research we’ve done around support automation.
Government 188
188 
How to get started with AI in 5 simple steps
CommBox
JANUARY 18, 2024
To check if you are focusing on the right ones, determine if automating these use cases will impact the bottom line in the following ways: Support more volume Improve service level & customer experience Initiate a new service Increase cost savings The answer is often hidden in cost structures, budgets or roadmaps.
AI 98
98 
The Ticket: Fueling the AI machine with the knowledge it needs
Intercom
MARCH 21, 2024
Now, it’s also critical for fueling the AI support engine to give your customers accurate, trustworthy answers. As we’ve seen firsthand at Intercom, investing time and care into your help content can significantly boost your automated resolution rate. Great knowledge content compounds in value over time.
AI 52
52 
The key to fierce customer loyalty? Your support team.
Intercom, Inc.
JUNE 16, 2020
Delivering a great support experience isn’t as straightforward as answering a customer’s question and calling it a day. One of the best, and most cost-effective, ways to provide customer self-service is automation. At Intercom, we’ve doubled down on automation because it works for our customers.
Customer Loyalty 237
237 
Why Attended Automation Is the Future of Customer Care
Execs In The Know
APRIL 28, 2022
For most contact center leaders, the answer is yes. The answer isn’t adding more team leaders, extending training time, or budgeting for significant errors and fraud. Contact centers with an eye to the future are adopting attended automation to support their teams and their business. What Is Attended Automation?
What is a call center?
Intercom, Inc.
MAY 13, 2022
There are even automated call centers that automate processes for business like appointment reminders, online scheduling, and check-in reminders. These additional channels enable customers to get answers faster and sometimes more efficiently than a traditional call center.
Contact Center 118
118 
How to Optimize Customer Service With Omnichannel Support
TeamSupport
NOVEMBER 30, 2023
Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. There are also some automated options available in a web form including the use of suggested answers to the most common questions. Your company’s reputation depends on excellent customer support.
Omnichannel 106
106 
Search at Intercom: Building our Elasticsearch cloud on AWS
Intercom, Inc.
APRIL 13, 2021
In Intercom, we were forced to answer these questions as we built out our search functionalities and embraced Elasticsearch. “How do you take a data- and infrastructure-heavy service like Elasticsearch and build automation around it that makes all that heavy maintenance as invisible as possible?” Three areas of focus.
Engineering 249
249 
Why Enterprise Conversational AI is Ripe for a New Leader
Execs In The Know
APRIL 25, 2024
According to a survey by Forrester Consulting in 2023, about 75% of consumers said that chatbots cannot provide them helpful answers, and 50% of consumers said they often feel frustrated in their interactions with chatbots. The Enterprise Conversational AI market is fundamentally broken. billion by the end of 2024 and expected to grow to $1.3
AI 52
52 
Spring into action with new integrations
Zendesk
MARCH 31, 2023
Caffeinated CX Caffeinated CX (Support) is a powerful tool designed to streamline and automate support processes for customer service representatives, saving them valuable time and effort. Bring intelligent Virtual Assistant automation to Zendesk Sunshine Conversations and Messaging.
Automated customer service should be personal
Intercom
AUGUST 13, 2019
Automated customer service isn’t a new concept. We’ve all navigated our fair share of automated phone menus or interacted with support bots to get help. As the head of our Support Ops team, I work daily with my teammates to develop automated solutions that don’t frustrate customers, but empower them.
Customer Service 139
139 
The Ticket: How Fin AI Copilot changes the game for support teams
Intercom
APRIL 11, 2024
This week on The Ticket podcast, our Senior Director of Automated and Proactive Support, Ruth O’Brien , and our Senior Product Marketing Manager, Olivia Singarella , dive into what Fin AI Copilot is and what big customer problems inspired us to create it. You told us, we listened, and we created Fin AI Copilot in direct response.
AI 52
52 
Let's personalize your content