Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience. The AI-powered voice assistants of today offer a seamless experience, reaching a virtual […]
In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Let’s explore the evolution of customer self-service, key trends for 2023, the benefits it offers, the […]
Virtual voice agents can be a blessing or a curse for your customers. Done right, they provide a rich, natural, personalized experience that soothes frazzled nerves and either swiftly provides a relevant automated answer or directs them to a live agent who can help. When it’s done wrong, callers are forced to endure labyrinthian menu […]
When used in business, conversational artificial intelligence (AI) supports overall call center operations by providing self-service options, 24/7 availability, and real-time data and analytics – while lowering costs and increasing profits. Plus, it’s infinitely scalable. For contact center supervisors, the question isn’t whether to implement conversational AI – the benefits are obvious. The question is […]
The healthcare landscape underwent a profound transformation in the aftermath of the COVID-19 pandemic, reshaping the traditional roles of Interactive Voice Response (IVR) systems and contact centers. This global crisis thrust the healthcare industry into uncharted territory, exposing vulnerabilities in patient access and communication systems. Hospitals and healthcare providers faced an unprecedented surge in patient […]
In today’s rapidly evolving customer service landscape, businesses face a multitude of choices when it comes to interacting with their customers. The advent of digital communication channels such as chat, email, and social media has provided convenient alternatives for customer inquiries. However, amid this myriad of options, the voice channel remains a powerful yet often […]
When it comes to customer service, most people believe that good customer service means receiving timely assistance to resolve any issues that may arise with a product or service. However, there is a deeper definition of customer service that many people fail to consider, and that is the overall customer experience. To understand this better, […]
Why are contact centers waiting to implement AI? The challenge of delivering efficient and effective support while maintaining high customer satisfaction levels is a pressure most contact center managers understand. What is preventing you from introducing automation into your contact center? In this blog, I will help you overcome these concerns and familiarize you with […]
Expectations from customers to be available 24/7 on a variety of channels from voice to social media have driven communication with businesses to evolve beyond traditional interactions. Conversational AI has emerged as the bridge, enabling human-like conversations to help drive and solve customer queries. Today, conversational AI is everywhere. With lots of coverage and information […]
Conversational AI represents the future of voice assistants. Don’t believe us? Just ask The New York Times. In a March 15, 2023 article – “How Siri, Alexa and Google Assistant Lost the A.I. Race” – Times reporters Brian Chen, Nico Grant, and Karen Wise very effectively described the modern marketplace for voice assistants and where it’s […]
Most contact centers have an over-reliance on live agents for even the most repetitive and rudimentary calls and chats. With cloud-based virtual agents, you can automate conversations your live agents are handling today without sacrificing an ounce of CX.
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