Comm100

SEPTEMBER 26, 2023

In this blog we will explore some advanced and effective personalized service examples that defy the ordinary and are setting new standards in customer service and engagement. Intelligent live chat communication Live chat is more than just a convenient and fast communication channel for customers; it’s a goldmine for personalization.

Sentiment Analysis 69

Sentiment Analysis Omnichannel AI Customer Service 69

Win the Customer

SEPTEMBER 6, 2023

This is where artificial intelligence (AI) and chatbots come into play, revolutionizing the way businesses interact with their customers. In this blog post, we’ll explore how AI and chatbots are transforming customer service interactions, making them faster and more efficient.

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AI Customer Service Artificial Intelligence Gaming 64

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.

AI 74

AI Customer Service Technology Technology 74

Execs In The Know

APRIL 8, 2022

Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here. For now, AI will best serve contact centers as a complementary technology. Operational Challenge #1: Maintaining Staff.

Contact Center 98

Contact Center Artificial Intelligence AI ML 98

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)?

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Artificial Intelligence AI Sentiment Analysis Machine Learning 52

Execs In The Know

OCTOBER 9, 2023

Reflecting on 2023, it’s evident that AI has made monumental strides from both a consumer and brand perspective. But across the undulating positives and negatives, there remains no question that AI will play a significant role in the future of businesses everywhere. So, will AI be our new superpower or our substitute?

AI 52

AI Customer Service CX Technology 52

Logicalware

AUGUST 16, 2023

In the era of rapid technological advancement, the synergy between artificial intelligence (AI) and customer service has revolutionised the way businesses interact with their customers. Here at Puzzel, we’re focused on leveraging Generative AI’s capabilities to improve customer satisfaction and reduce contact centre costs.

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Artificial Intelligence AI Innovation Customer Satisfaction 52

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. AI tools can help automate and analyze customer feedback with much precision and uniformity while saving time and resources for companies.

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Customer Feedback AI Machine Learning Social Media 83

Fonolo

SEPTEMBER 4, 2018

Duplex is Not About Agent Replacement. We addressed this on the blog: No, Google’s Duplex is Not Going to Replace Call Centers. Agent is Not a Single Job Description. What about the broader issue of AI catching up with the job of call center agent? An agent could be a bank teller, a nurse, or a computer technician.

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AI Contact Center Start-ups Innovation 209

Uniphore

OCTOBER 26, 2021

With the launch of Uniphore Unite, we enhance the value of our industry-leading AI and automation solutions by partnering with world-class services and complementary technology firms,” said Jafar Syed, SVP, Global Head of Channel Alliances & Partnerships at Uniphore. Follow our blog ?and and connect with us on? LinkedIn ,?

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Innovation AI Artificial Intelligence Sales 179

Zonka Feedback

DECEMBER 26, 2023

The future of surveys is here, powered by AI! In the ever-evolving landscape of data collection and analysis, Artificial Intelligence (AI) has emerged as a game-changer for survey tools. Let's embark on a journey to explore the realm of AI survey tools and understand how they are revolutionizing the way we conduct surveys.

AI 52

AI Artificial Intelligence Sentiment Analysis Customer Feedback 52

Comm100

AUGUST 8, 2022

Enter AI chatbots – ever-improving tech that lets organizations automate conservations and meet the modern demands of fast, 24/7 support. AI chatbots take chatbot responses to the next level through their understanding of intent, expressions, and language. With AI bot technologies comes opportunity for improved agent service.

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Customer Service Machine Learning AI Social Media 77

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., 24/7 availability with accurate chatbots The integration of chatbots powered by artificial intelligence (AI) can provide 24/7 assistance to citizens. You can read the full story here.

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Government Social Media Artificial Intelligence Legal 75

Logicalware

AUGUST 9, 2023

For the last few years, AI has been a hot topic, no matter your industry or business goals. And it’s no wonder, considering that clever AI deployment can help organisations power intelligent customer experiences, automation and optimisation, revolutionising their ability to deliver timely and relevant customer experiences.

Innovation 52

Innovation AI Customer Experience Case Management 52

Execs In The Know

OCTOBER 5, 2023

Today, a new generation of advanced AI-powered technologies seems sure to fulfill the promise of those early chatbots and deliver effective automation of basic customer service transactions—the kind agents refer to as “breather” calls because they require easy answers and generate minimal stress.

AI 52

AI Contact Center Technology Technology 52

Execs In The Know

FEBRUARY 13, 2023

The buzz about generative AI is everywhere right now. But where chatbots never truly lived up to their promise, generative AI is set to usher in a major business revolution. But what makes generative AI different from traditional bots—different enough to create a fundamental change in the way contact centers operate?

AI 52

AI Contact Center Artificial Intelligence Machine Learning 52

Zendesk

MAY 17, 2023

For CX leaders, the current moment can feel a bit like whiplash: on the one hand, rising customer expectations and tighter budgets pose significant challenges to their businesses, yet rapid developments in artificial intelligence promise to radically elevate customer experiences.

AI 52

AI Artificial Intelligence Customer Experience Customer Retention 52

Execs In The Know

MARCH 24, 2023

With the advent of Open AI’s ChatGPT, eCommerce brands have gotten a taste of generative AI. This technology upgrades the agent experience by freeing up their time to develop deeper customer connections, while shoppers are able to solve most issues on their own or reach a human as needed.

Customer Experience 52

Customer Experience AI Technology Technology 52

Hodusoft

JUNE 1, 2023

HoduSoft Now Provides an AI Chatbot Feature with Its Contact Center Software In today’s swiftly evolving digital landscape, businesses are continuously striving to improve customer experiences and streamline their operations. What is an AI Chatbot Feature?

Contact Center 52

Contact Center AI Artificial Intelligence Machine Learning 52

Callminer

DECEMBER 17, 2019

Better Agent Performance. When dedicated call center agents are focused exclusively on handling calls, there’s often an improvement in important call center metrics like first call resolution. The introduction of AI in call centers may revolutionize the industry. Many call centers struggle to provide ideal tools to their agents.

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Contact Center Finance AI Innovation 207

Comm100

AUGUST 10, 2022

In this blog, we’ll look at the top 5 benefits of chatbots in customer service with case studies and data to back it up. Devote agent time to higher-value inquiries. The promise of AI has always been the ability to move humans away from repetitive work, and this is one of the key chatbot benefits. Provide 24/7 availability.

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Customer Service AI CX Sales 82

Execs In The Know

APRIL 28, 2022

Attended automation— artificial intelligence and machine learning used to support live agents, not replace them —delivers ongoing training, real-time workflow guidance and policy enforcement, and noteworthy improvements to KPIs across the board. Support and Guidance: The Key to Better Agents. What Is Attended Automation?

Contact Center 98

Contact Center Machine Learning Artificial Intelligence Customer Satisfaction 98

Fonolo

MAY 23, 2023

This blog will explore the concept of hyper-personalization to understand its benefits, discuss strategies and consider examples. Artificial Intelligence and Machine Learning Leverage A L and ML algorithms to uncover patterns, predict customer behavior, and offer personalized recommendations.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Fonolo

OCTOBER 5, 2023

With their narrow conversation flows and questions that often don’t lead to an answer – or an agent – chatbots don’t always seem all that revolutionary. These are the bots that most of us are deploying and the ones we’re mainly concerned with in this blog. FREE WEBINAR: Is Your Chatbot Really Just an IVR? Join us Oct. Save your seat!

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Artificial Intelligence Machine Learning Contact Center AI 57

TeamSupport

SEPTEMBER 21, 2020

Among all the innovations that have developed throughout the years, artificial intelligence, or AI, is one of the biggest technological breakthroughs that has ever happened to mankind. Ever since AI came into existence, it has been significantly impacting various sectors, including contact centers and the B2B industry.

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Artificial Intelligence B2B AI Contact Center 98

Uniphore

DECEMBER 7, 2021

artificial intelligence (AI)-powered IVR system to human agents can help ensure complex customer requests materialize without friction. Never Miss a Thing Subscribe to our blog for the latest industry news, updates and more from Uniphore. The same is true for customer service agents. noted higher online sales ?that

Retail 130

Retail CX Omnichannel Artificial Intelligence 130

Hodusoft

DECEMBER 6, 2023

By embracing dynamic scripting, businesses operating call centers can easily improve the quality of customer relations, offering a positive place that ensures customers’ expectations are being met each time they get in touch with an agent. Think of it as a toolbox for call center agents and managers.

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CRM Machine Learning Customer Satisfaction Gaming 59

UJET

DECEMBER 2, 2020

The title of this blog post is an important question that many executives are asking. The current generation of self-service solutions, intelligent virtual agents (IVAs), are smart, omni-channel systems that automate many types of inquiries. The post Can Artificial Intelligence Replace Contact Center Agents?

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Artificial Intelligence Contact Center Machine Learning Technology 72

Execs In The Know

OCTOBER 29, 2021

To help highlight some of the amazing ideas that came out of these sessions, we’ve created a five-part blog series — each focusing on a particular keynote session. The result has created a 30% reduction in pre-pandemic ticket volume, happier agents, and more satisfied customers. Empowered Agents = Happy Customers.

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Artificial Intelligence Engineering CX Education 98

Execs In The Know

OCTOBER 9, 2022

Are artificial intelligence (AI) and machine learning (ML) buzzwords or a practical reality for your contact center? Here are three ways we’ve seen organizations realizing real results with an AI-powered contact center. These insights reports can also chart agents’ performance to uncover coaching and training opportunities.

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ML AI Contact Center Customer Experience 59

Hodusoft

JULY 19, 2023

In this blog, we will explore everything related to inbound call center software. Here are some of the key benefits: Enhanced Customer Service : Inbound call center software boosts customer service by offering features that help agents manage incoming calls effectively. This can lead to cost savings in staffing expenses.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

Callminer

AUGUST 6, 2019

Customers are also taking help from the agents to reach their final decision, and because of that more customers are speaking with the agents for consultation. If your agents feel that the software is disruptive or difficult to use then their productivity will suffer. Ask reps if they like the software. “If Social media.

Contact Center 140

Contact Center VOC Social Media AI 140

Aquire

SEPTEMBER 24, 2021

And if customer experience (CX) is the new competitive battle zone then artificial intelligence (AI) is your most powerful weapon. More and more companies are discovering how AI can improve customer experience and meet the demands of modern consumers. . It’s clear that AI technology isn’t some future trend.

AI 59

AI Artificial Intelligence Customer Experience Machine Learning 59

CallCare

NOVEMBER 23, 2021

Artificial intelligence (AI) is one of the most popular subjects in the customer service contact centre right now. Although Eliza, the first chatbot, was created in 1966, it’s only more recently with developments in AI and machine learning that interest in bots from a customer service perspective has really taken off.

Artificial Intelligence 52

Artificial Intelligence Text Analytics AI Machine Learning 52

Execs In The Know

NOVEMBER 3, 2021

To help highlight some of the amazing ideas that came out of these sessions, we’ve created a five-part blog series — each focusing on a particular keynote session. Creating an environment of recognition and engagement is important for many reasons, but the biggest is this: Agent experience is the cornerstone of a great customer experience.

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Artificial Intelligence AI CX Customer Experience 98

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”. I fully agree that successful deployments of AI-powered bots are happening. Local vs. Global. Balance of Forces.

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AI Customer Service Contact Center Artificial Intelligence 89

Hodusoft

APRIL 6, 2022

Many trends will come up when it comes to customer experience, and this blog will cover these trends in an easy-to-understand manner. Contact Centers will leverage Artificial Intelligence. AI is enhancing the contact center experience of customers by providing them with a personalized experience.

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Customer Experience Contact Center Omnichannel Artificial Intelligence 105