Contact centers are overworked and seeking more automation Contact centers and customer support organizations are increasingly constrained as more business moves to omnichannel. Email and omnichannel message volumes increase YoY and overwhelm the staff. High turnover rates cause organizations to constantly train new and existing employees on how to appropriately respond to increasingly complex customer …
by Scott King
Call center automation has become an important aspect of many customer service organizations. Contact centers use technology like conversational AI to relieve agents of certain routine tasks, such as logging information, retrieving data, or answering emails so they can focus on more complex interactions with customers. As companies strive for efficiency and improved customer service, …
by Scott King
A nationwide supplier saved $2 million using artificial intelligence to automate email responses. The company received an average of 25,000 inquiries via email each month, with each inquiry covering a wide range of topics that required handling from different departments.
by Scott King
Customer contact centers are investing in AI and robotic process automation to combat complexity. [1] The complexity results, in part, from migrating monolithic on-premise customer relationship management systems to cloud-based ones. Yes, moving to cloud-based systems reduces IT operating and maintenance costs, but it hasn’t achieved the envisioned ROI leaders sought. Plus, these systems weren’t …
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