DMG Consulting

OCTOBER 13, 2023

Debates about the power and danger of artificial intelligence (AI) abound, but both the issues and practical realities are nuanced. In service-oriented contact centers, for instance, live agents are trained to respond to what could be hundreds of different types of inquiries. But the technology is just one piece of the challenge.

Contact Center 77

Contact Center AI Artificial Intelligence Government 77

Fonolo

JANUARY 10, 2023

Wondering how to use artificial intelligence (AI) in your call center? There is plenty to learn about artificial intelligence and its cousin, machine learning (ML). What is Artificial Intelligence? . There are so many questions — and some concerns, too. Some people worry that AI is dangerous. Will AI Replace Human Agents? .

Artificial Intelligence 91

Artificial Intelligence Contact Center Machine Learning Data Entry 91

Zendesk

OCTOBER 25, 2023

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. What is AI for employee experience?

AI 52

AI Sentiment Analysis Artificial Intelligence Start-ups 52

Logicalware

MARCH 14, 2022

But most of the time, there are many more options to choose from, numbers to press, and questions to answer before you can finally be routed to the right person or department. This can be incredibly confusing and frustrating for customers, especially if they accidentally choose the wrong menu option and are routed to the wrong call queue.

Start-ups 96

Start-ups CRM Sales Technology 96

Fonolo

DECEMBER 8, 2023

Today’s trends are tech-driven Today’s top customer service story is all about technology. For example, big data makes things like hyper-personalized customer service possible, but it also puts enormous stress on data security. Both are hot-button topics this year. Our 2024 trends document covers it all.

Contact Center 81

Contact Center Artificial Intelligence Sports AI 81

Zendesk

JANUARY 25, 2024

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. Customer service technology has come a long way from the oldest documented customer complaint inscribed on a more than 3,700-year-old clay tablet.

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. How to Streamline Customer Service with 7 Actionable Strategies 1.

Customer Service 52

Customer Service Omnichannel Social Media AI 52

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. By automating manual tasks from your agents’ workload, they can focus on providing excellent and efficient service to your callers and resolve their issues in the very first interaction.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Lightico

FEBRUARY 22, 2024

The insurance industry is experiencing a transformative wave of innovation driven by Intelligent Document Processing (IDP). In an era where efficiency, accuracy, and speed are paramount, IDP emerges as a game-changer, revolutionizing insurance operations and redefining the landscape of document processing.

ML 52

ML Machine Learning Compliance Customer Satisfaction 52

Hodusoft

JANUARY 16, 2023

Least Cost Routing (LCR): An Effective Way to Route Calls. Least Cost Routing (LCR) is one such intelligent solution that offers value-based routing of calls. The topics that we cover in this blog include: What is Least Cost Routing. How does Least Cost Routing Work? LCR as a Service.

ML 52

ML Machine Learning Contact Center Engineering 52

DMG Consulting

OCTOBER 6, 2023

Generative AI for the Service World DMG defines Generative AI as “a type of artificial intelligence that leverages deep-learning algorithms to produce new content (e.g., Generative AI is ideal for service organizations due to its ability to create content in response to inquiries. and customer service organizations.

AI 59

AI Contact Center Artificial Intelligence Omnichannel 59

Hodusoft

MARCH 6, 2024

E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Intercom, Inc.

FEBRUARY 9, 2021

According to a Microsoft Global State of Customer Service report , 90% of respondents said that customer service is an important factor in their choice of, and loyalty to, a brand. Nearly two-thirds (58%) would sever their relationship with a business due to poor customer service. And if their support expectations aren’t met?

Customer Expectations 222

Customer Expectations Touchpoint Start-ups Customer Satisfaction 222

Execs In The Know

FEBRUARY 18, 2023

Implement Automation Automation, such as Intelligent Virtual Assistants (IVA), can handle routine inquiries, reduce agents’ workload, and free up their time to manage more complex customer issues. Provide Self-Service Options Self-service options reduce the need for customers to interact with an agent, saving the contact center money.

Contact Center 52

Contact Center Artificial Intelligence Customer Satisfaction Customer Service 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. These intelligent systems are equipped with Natural Language Processing (NLP) capabilities, allowing them to understand and respond to customer queries in real time.

AI 52

AI Predictive Analytics Sentiment Analysis Artificial Intelligence 52

Hodusoft

JULY 6, 2022

Top Call Routing Strategies to Improve Customer Experience An exceptional customer experience is critical to a business’ immediate and long-term success. While meeting these expectations every time might be impossible, enhanced call routing strategies will get call or contact centers close to increasing customer satisfaction.

Customer Experience 59

Customer Experience Contact Center Customer Satisfaction Omnichannel 59

Zendesk

DECEMBER 1, 2022

Let’s take a moment to recognize how hard customer service teams work to keep your customers happy. When we talk about AI in customer service, a lot of people immediately default to thinking about chatbots that act like humans. Service teams have a ton on their plates. Service teams have a ton on their plates.

AI 52

AI Customer Service Sentiment Analysis Retail 52

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people. Predictive Routing Connects Customers to the Right Agent Faster.

AI 82

AI Customer Service Contact Center CRM 82

Lightico

APRIL 18, 2024

This is where Intelligent Document Processing (IDP) comes in. IDP is a technology that uses artificial intelligence and machine learning to automate the extraction of data from documents. This technology is great for industries that handle a lot of paperwork, like finance, healthcare, and legal services.

Data Entry 52

Data Entry Invoicing Machine Learning ML 52

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. Chapters Chapter 1 What is automation in customer service?

AI 77

AI Customer Service Technology Technology 77

TeamSupport

MARCH 18, 2024

This is where self-service support comes in handy, allowing customers to find answers independently, thus saving time for both the customer and the support team. Together we will delve into how implementing self-service support with TeamSupport can be a game-changer for your business. Let's just get right into it!

Gaming 52

Gaming Sales Customer Service Customer Experience 52

Fonolo

FEBRUARY 14, 2023

Here are some popular examples: Chatbots automate simple customer service Chatbots use artificial intelligence to answer your customers’ questions with instant responses. Intelligent call routing directs calls automatically Smart call routing is a popular contact center automation many of us are familiar with.

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

ECXO

NOVEMBER 16, 2023

Article originally posted at: [link] How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX) As you know, the potential for artificial intelligence and generative artificial intelligence (GenAI) to transform every part of customer experience, and everything surrounding us, is electrifying. Then ChatGPT happens.

AI 64

AI CX Customer Experience Artificial Intelligence 64

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people. Predictive Routing Connects Customers to the Right Agent Faster.

AI 72

AI Customer Service Contact Center CRM 72

Comm100

SEPTEMBER 26, 2023

In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. 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.

Sentiment Analysis 72

Sentiment Analysis Omnichannel AI Customer Service 72

Fonolo

OCTOBER 5, 2023

You wouldn’t be the first customer service professional to ask themselves if a chatbot is really any different than an IVR. Join us Oct. 25, 2pm ET/11am PT for a live 30-min webinar. Save your seat! Which brings us to another uncomfortable question. If your chatbot seems like an IVR, are you doing something wrong? So, let’s dive in!

Artificial Intelligence 57

Artificial Intelligence Machine Learning Contact Center AI 57

DMG Consulting

DECEMBER 5, 2022

Question: Predictive behavioral routing was mentioned in a recent “Ask a DMG Expert” answer. Answer: Predictive behavioral routing (PBR) technology matches customers with agents based on personality, communication style, emotional state, previous interactions, and more, to optimize conversations for both the customer and the organization.

Artificial Intelligence 48

Artificial Intelligence Predictive Analytics Machine Learning Contact Center 48

Logicalware

JULY 26, 2023

Artificial Intelligence (AI) has transformed contact centres, improving customer experiences and operational efficiency. What is Artificial Intelligence (AI)? Artificial Intelligence (AI) is a field of computer science focused on creating intelligent machines that can learn, reason, and perform tasks like humans.

Artificial Intelligence 52

Artificial Intelligence AI Sentiment Analysis Machine Learning 52

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers.

Contact Center 83

Contact Center Artificial Intelligence Omnichannel Machine Learning 83

Intercom, Inc.

OCTOBER 24, 2018

When companies face the prospect of supporting rapidly increasing numbers of customers, they are faced with three fundamental choices: Support customer growth with increased headcount – this brings the benefit of maintaining a top notch level of service, but it also comes at a hefty financial and operational cost.

Machine Learning 178

Machine Learning Technology Technology Innovation 178

TeamSupport

MARCH 18, 2024

This is where self-service support comes in handy, allowing customers to find answers independently, thus saving time for both the customer and the support team. Together we will delve into how implementing self-service support with TeamSupport can be a game-changer for your business. Let's just get right into it!

Artificial Intelligence 40

Artificial Intelligence AI Gaming Sales 40

Hodusoft

JULY 21, 2022

How can insurance companies improve customer service? Modern customers today expect a fast, efficient, and seamless service. Creating an exceptional customer experience is not just about providing customers with the product or services they require. It’s much more than that!

Customer Service 98

Customer Service Omnichannel Artificial Intelligence Customer Loyalty 98

Execs In The Know

FEBRUARY 7, 2024

” The idea of a talking, decision-making artificial intelligence like KITT wasn’t just cool; it felt like a peek into the future. If you needed a new stop, you just added it to a driver’s route, no problem. Just like KITT before it, Sidd, Laivly’s artificial intelligence platform, is also a cobot.

Artificial Intelligence 52

Artificial Intelligence Customer Experience Transportation Contact Center 52

Hodusoft

MAY 24, 2022

The automated call distribution software usually works with Computer Telephony Integration (CTI) systems and Interactive Voice Response (IVR) systems to intelligently direct incoming calls to the most appropriate agent. A Detailed Insight Into ACD (Automatic Call Distribution) System and Its Importance For Today’s Businesses.

Contact Center 96

Contact Center Customer Satisfaction Technology Technology 96

Zendesk

FEBRUARY 29, 2024

Route Route (Support) is at the forefront of enhancing the post-purchase journey, offering unparalleled protection and convenience to both brands and their customers. Here are the newest integrations from Zendesk to help your team provide top-quality experiences.

E-commerce 52

E-commerce Sentiment Analysis Compliance AI 52

CallCare

JULY 21, 2023

AI isn’t just a hot topic right now across the customer service industry; it’s the topic. Crucially, we highlight that AI is still no substitute for real human interaction at various points in the customer service journey. Why is artificial intelligence important? AI is important for many reasons. What is AI?

AI 52

AI Artificial Intelligence Customer Experience Machine Learning 52

Fonolo

JULY 6, 2021

However, a contact center can’t function properly without effective, customizable call routing. What is call routing? Call routing ensures customers can access the information they need. The routing process directs incoming calls to specific people or departments within a contact center. Time-based and location-based.

Contact Center 81

Contact Center Artificial Intelligence Machine Learning Customer Satisfaction 81