The Inner Circle Guide to AI-Enabled Self-Service
This independent research report from ContactBabel explores survey responses from consumers on their preferences and usage of self-service channels as well as use cases and results from organisations offering self-service options. It also takes a deep dive into opportunities for using AI and machine learning to improve self-service channels.
[Best Practices Series]
How to Select a Chatbot or Virtual Agent for Your Self-Service Project
This installment of destinationCRM’s Best Practices Series shares insider tips for selecting a chatbot or virtual agent to positively impact customer care. It looks at what companies implementing a new self-service tool or upgrading an existing solution should consider before making a purchasing decision.
Creating a 20/20 Vision for Your Chatbot, Virtual Agent & Live Chat Strategy
It’s more important than ever to effectively serve customers across touchpoints, which means offering end-to-end engagement that blends self-service and human-assisted support options. Here are three steps and a checklist to help you create and implement a successful chatbot, virtual agent and live chat strategy.
Frost & Sullivan: AI-Enhanced Customer Self-Service Solutions
In this independent report, the analysts from Frost & Sullivan explore their analysis of the conversational AI market. They discuss current challenges companies face when implementing self-service solutions and why chatbots and virtual agents should use a combination of self-learning and human curation of content.
Top Tips for Implementing a Chatbot or Virtual Agent in 2019
Smart organisations around the world are implementing chatbots and virtual agents to improve their customer experience and provide better employee engagement. Here are eight recommendations for selecting, deploying and maintaining a successful self-service virtual agent or chatbot – everything from building your business case to setting up your solution up for long-term success.
[Whitepaper / Buyer’s Guide]
A Chatbot for Your Contact Centre
Chatbots and virtual agents have become essential tools for providing 24/7 self-service to digital customers. Yet many organisations are missing out on the added benefits of using these solutions in the contact centre. This buyer’s guide walks you through tips, best practices, and questions to ask when selecting and implementing a conversational platform to support contact centre agents and provide an omnichannel customer experience.
AI, Chatbots and Virtual Agents: The Threat to Mankind and the Contact Centre
Academic and industry experts are warning about the dangers of AI – predicting everything from a huge loss of jobs to the end of the human race. But what does this really mean for mankind and the contact centre? This whitepaper discusses the warnings about AI, the inflated expectations for chatbots created by unrealistic promises in the marketplace, and the reality of using these technologies in the contact centre and for automated self-service.
[Contact Centre Guide]
The Future of the Contact Centre: The Transitioning Role of Agents to Knowledge Experts
Technology is altering the way customers engage with brands and increasing their demands for instant 24/7 customer service. The traditional model for call centres and contact centres is no longer providing the experience customers are coming to expect. This guide discusses the changes contact centres are facing and how live agents taking on the role of knowledge experts benefits organisations, customers and the agents.
Virtual Agents and Chatbots and Avatars – confusing or what!
Confused about whether you need a chatbot or a virtual agent or a virtual customer assistant? There have been lots of different names given to automated conversational systems over the years which has created confusion within the customer service space. This whitepaper explores the names and terminology, the technology behind chatbots and how to select a tool that’s right for your company and your customers.
Choosing a Virtual Agent Solution for Instant Messaging Platforms and SMS
The increasing popularity of messaging platforms, SMS, chatbots and other social communications is impacting the way we want to communicate with brands, opening up new opportunities for organisations to engage customers on platforms such as Facebook Messenger and WeChat. Here are five essential questions to ask when choosing a virtual agent solution for customer self-service on instant messaging platforms and SMS.
Creative Virtual V-Person: Delivering Personalised Answers to Customers’ Questions
The Patricia Seybold Group, a strategic advisory service for customer-centric executives, evaluated our V-Person technology for a second time against a rigorous set of customer-focused criteria important to organisations that want to improve customer experience, increase brand loyalty and reduce customer support costs in this independent analyst report.