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Investing in Conversational AI technology and putting it at the forefront of the contact center can optimize labor and improve customer experience while providing a strong foundation for future business goals.
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Over the last few years, the word ‘omnichannel’ has been used (and overused) to describe a utopia of marketing and customer care. We all have heard and read about how an omnichannel approach solves all customer care issues and allows brands to prove their customer obsession. Then why do brands still pursue a better approach?
We’ve talked a lot at Interactions about exactly what chatbots are, and perhaps even more importantly, what they aren’t. As customers continue to put pressure on brands to deliver consistent, omnichannel experiences across customer care channels, automated customer care technologies like chatbots continue to gain popularity.
As brands continue to focus on improving the customer experience, incorporating automation into customer interactions is becoming more and more important. Your customers’ time is valuable—and they want you to recognize this fact and deploy technologies that put time back into their day.
As artificial intelligence gains traction as a preferred method of communication with consumers, debt collectors must adapt to new contact methods to maintain a competitive edge.
We’ve all had frustrating customer service experiences — dealing with awkward, robotic automated systems that don’t understand you or offer the right menu options. If we’re being honest, most of the time we probably end up rapidly pushing buttons or yelling ‘agent’ until we’re directed to a real person, just to avoid these systems. Companies actually put these systems in place to help the customer service process, but poor implementation and design often means they just cause frustration and often worsen customer experiences.
We talk a lot about the future of customer care and modernizing your customer care strategy. But what exactly does this mean? How can you tell if your customer care strategy is ready for the future? When building your customer care strategy, here are 4 important things to understand about modern consumers — who they are and what appeals to them.
There are a lot of considerations that go into developing a persona for your Intelligent Virtual Assistant. How do you set your IVA apart? Should you name your IVA? How do you know that you got it right? We’re answering these common questions — and more — that companies often has as they begin to develop personas for their automated customer care solutions.
An Intelligent Virtual Assistant (IVA) is an integral part of an agency’s strategy today. Learn everything an executive in the Collections industry should know when it comes to deploying an IVA, including best practices for channel strategies, transactions to automate and risk mitigation techniques.
As customer preferences continue to evolve and care channels such as chat become more widely used, there is sometimes a perception among companies that voice is becoming less important. This couldn’t be further from the truth, however, as studies have shown that voice is still king in customer care. And while this certainly refers to the fact that customers are still calling into customer care centers at overwhelming numbers, it also refers to the fact that voice and speech are becoming even more important in applications across other customer care channels as well.
