eGain Blogs

JANUARY 4, 2018

This is an extract from an interview* that eGain’s SVP of Marketing, Anand Subramaniam, gave to Contact Center Pipeline for their feature article, Blending AI With Support. Delivering a consistent knowledge experience is key to driving value for both customers and agents. To guide service and sales interactions with AI reasoning.

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Knowmax

OCTOBER 10, 2022

The post 5 Reasons To Choose An AI Knowledge Base For Customer Experience appeared first on Knowmax.

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Customer Experience Customers 52

CSM Magazine

DECEMBER 13, 2021

Initially concerned with knowledge leaving the business as employees inevitably moved on, VIVID contacted CM.com to create a database of information that agents could refer to when dealing with customers. VIVID’s Conversational AI implementation has been a big success. However, the conversation soon evolved into something much bigger.

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Innovation Information Technology 2020 52

TechSee

MARCH 11, 2024

Industry events and news coverage are full of companies offering Generative AI , Conversational AI, chatbots, and AI Agents. As a result, it can be very challenging to assess Conversational AI providers. Many Conversational AI providers offer integrated reinforcement learning, which improves AI performance over time.

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Culture Virtual Agent Innovation Technology 124

Experience Investigators by 360Connext

DECEMBER 11, 2023

Keep your CX knowledge current and relevant by exploring topics like customer journey mapping, employee experience, cutting-edge CX tools, and how to skillfully—and ethically—use AI in CX projects. Join Jeannie in this short, approachable course on the biggest, most important new trends in the ever-evolving field of CX.

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Customer Journey Mapping Customer Experience Customer Journey Employee Experience 205

TechSee

FEBRUARY 6, 2024

As a result, companies are increasingly turning to artificial intelligence (AI) to enhance their customer experience (CX). AI-powered CX automation can help leadership automate routine customer tasks, personalize customer interactions, and automate customer service at scale. AI is essential for CX AI is not a futuristic concept.

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Customer Satisfaction Leadership Interaction Loyalty 109

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. While initial conversations now focus on improving chatbots with large language models (LLMs) like ChatGPT, this is just the start of what AI can and will offer. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction.

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COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

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Customer Experience Customer Journey Insights Technology 114

TechSee

FEBRUARY 19, 2024

This could be by automating common tasks performed by agents, or by augmenting agent knowledge and training with virtual agent assistants. Further advances, such as contextually aware AI-powered agent assistants, will have an even more profound impact. High Cost to Value of Many LLM-Powered Chatbots LLM tokens do not grow on trees.

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Virtual Agent Interaction Document ROI 124

Team Support

APRIL 23, 2024

TeamSupport provides a unified approach to customer support, providing data-driven insights, knowledge sharing, and analytics at scale. Harnessing the Power of Technology In addition to its unique core features, TeamSupport leverages automation and AI to enhance the skill set of agents.

Technology 52

Technology Social Media Customer Satisfaction Innovation 52

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. With the advent of generative AI (GenAI) and large language models (LLMs), we are in an era of exponential change. Customer-facing technologies encompass a range of AI-powered tools for direct customer interaction.

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Customer Experience Contact Center Technology Banking 89

Knowmax

NOVEMBER 7, 2020

Customer service efficiency: AI chatbots, knowledge management, and more!

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Customer Service Management Customers 40

TechSee

JULY 17, 2023

Service leaders are increasingly looking towards AI to stay ahead, or even just to stay afloat. Instead, you can train, prompt, and fine-tune an LLM to direct the AI toward the correct answer. To train the LLM, you must upload various knowledge assets (e.g., Remember that LLMs are generalists.

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Document Interaction Presentation Customer Centricity 109

Kustomer

FEBRUARY 11, 2024

Ticketing system Marketing and live chat Automated chatbots Voice support Knowledge base Community forums Advanced data privacy and protection Ticketing System Zendesk’s ticket management system aims to assist customer service teams with three core things: Collect support tickets from multiple channels (email, social media, chat, etc) in one spot.

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CSM Magazine

APRIL 17, 2024

Assess Skills and Knowledge Managing customer service teams can be compared to managing a sports team, and teams with skill diversity are key to developing a well-rounded customer service organization. Tier Your Teams It’s critical to tier your team’s structure based on knowledge, skill and experience.

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Customer Service 2024 Sports Banking 59

TechSee

OCTOBER 9, 2018

Utilize robust self-service tools such as FAQs, AI-powered knowledge bases and virtual technicians to help them find answers by themselves quickly. Use AI-based virtual assistants – Millennials are very open to communication with virtual entities – chatbots – including voice-based assistants and visual virtual technician.

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Customer Service Virtual Agent Social Media Multi-Channel 359

TechSee

SEPTEMBER 21, 2023

Generative AI will be transformative for every enterprise. However, today’s early Generative AI solutions lack context, and deliver a poor user experience. These are the keys to unlocking mainstream adoption of Generative AI for service and CX. Using Generative AI should be as natural as chatting with a friend.

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Contact Center Document Virtual Agent Interaction 109

Interactions

APRIL 19, 2024

We asked the participants to work through the development of a transformation strategy , and identify the priorities, challenges, and use cases for leveraging Generative AI (GenAI) in contact center transformation. incredible transformation strategies, each with a unique perspective based on the group’s combined knowledge and experience.

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Insights Workshop Customer Experience Contact Center 62

Magellan Solutions

JUNE 19, 2023

AI is upon us and is now disrupting many industries, including outsourcing. Education , healthcare , human resources , and even the legal industry are being disrupted by AI. AI is transforming education through personalized learning, task automation, and increased convenience. AI-powered outsourcing is now in the spotlight.

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Healthcare Call Center Innovation Communication 105

COPC

OCTOBER 26, 2023

AI is advancing rapidly and will have a revolutionary impact on customer experience. The potential of AI to enhance customer engagement, streamline operations, and foster efficiency is undeniable. This article explores the inner workings of AI assistants, showcasing their ability to provide direct answers to customer inquiries.

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Technology Customer Experience Consulting Insurance 77

TechSee

MAY 4, 2023

As we enter the next season of 2023, the field service industry is witnessing a significant shift towards the adoption of artificial intelligence (AI) technologies to address various customer-facing needs. The potential of AI is enormous, ranging from predicting equipment issues to optimizing technician scheduling, among other applications.

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2023 Customer Satisfaction Technology Consulting 109

Comm100

OCTOBER 17, 2023

Customer service automation software are tools designed to automate and streamline customer support processes, often powered by AI. Here are the key features, channels and tools of customer service automation software: Chatbots : These are AI-driven tools that can engage with customers in real-time on websites, apps, or messaging platforms.

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Customer Service Multi-Channel Omnichannel Social Media 73

Think Customers

JANUARY 10, 2024

That’s how “CBS News Sunday Morning” host Jane Pauley opened this week’s segment that covered how AI is impacting customer service in contact centers. What these four contact center associates don’t believe, however, is that AI can play a role in improving the customer experience. AI the augmenter How unfortunate.

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CSM Magazine

OCTOBER 24, 2023

With the emergence of AI, your wait may be over. AI chatbots for customer service provide seamless customer support that businesses need to succeed. Further, it routes basic tasks to AI, enabling your enterprise to address customer queries efficiently. AI chatbots use existing resources to answer and resolve customer questions.

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Customer Service Reference Article Exceptional Customer Service 52

TechSee

SEPTEMBER 29, 2020

Self-service options include informative hold messages, a robust FAQ section on the company website, and conversational AI assistants. Improve AHT with knowledge bases. To improve AHT , develop a robust knowledge base and use cheat sheets that explain specific handling protocols to ensure faster resolutions.

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Call Center Contact Center Average Handle Time Measurement 196

Kustomer

JANUARY 8, 2024

Zendesk ’s Most Popular Features Ticketing System Multi-Channel Support Self-Service Knowledge Base Chat, Messaging and Phone Support Analytics and Dashboards Automation, Workflows and Macros Customization and Integrations CRM 1. Zendesk customer support software allows you to build a vast knowledge base for your help desk.

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Multi-Channel Social Media Interaction Insights 97

Inbenta

DECEMBER 21, 2023

RESOURCES Webinars Chatbot AI for Enterprise: Secrets to Enhancing Customer Experience While Maintaining Compliance AI is reshaping how businesses engage and communicate with their customers. While many have embraced AI, others are struggling to find a place for automation to effectively lower customer support costs and increase sales.

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Help Scout

SEPTEMBER 25, 2023

In this AI knowledge base guide, we’ll explore what an AI knowledge base is along with its key components and benefits, helping you determine if an AI-driven knowledge base is right for you. Read the full article

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Article 45

TechSee

MARCH 28, 2023

A few days ago, we hosted a webinar on the topic of Generative AI, Hype or Practical? Is Generative AI practical? Generative AI is generating a lot of hype, and with good reason. Generative AI is generating a lot of hype, and with good reason. But it’s not yet fully baked or thoroughly tested, and not all AI is the same.

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Webinar Call Center Technology Leadership 109

CSM Magazine

APRIL 16, 2024

Knowledgeable Staff: Support agents should be well-trained, equipped with the nuances of the casino’s operations, and able to provide accurate solutions swiftly. It involves a combination of timely, knowledgeable, accessible, and personalized service. It could be the difference between a retained customer and a lost one.

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Multi-Channel Entertainment Social Media Loyalty 52

COPC

JANUARY 15, 2024

 Microlearning and spaced repletion can do the trick when it comes to knowledge retention. Boost Training and Knowledge Retention  In the first 90 days, new hires often face overwhelming training and information, comparable to trying to drink from a firehose. As a result, they may only partially retain their new knowledge.

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Contact Center Call Center 2023 Engagement 78

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. Kate champions digital innovations that create the best customer experience and solutions.

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2023 Contact Center Leadership Hospitality 207

Lumoa

FEBRUARY 6, 2024

GPT Summaries Improvements The AI that we use to create GPT summaries has been refined and improved, thanks to your feedback! Topic Modeling Improvements We wanted to give you a peak under the hood and talk about an improvement we are making into how our AI creates Topics. Lovely seeing you again, back with more exciting Lumoa updates!

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2024 Document Webinar Feedback 83

ShepHyken

JULY 26, 2022

Human-Centered AI. Using AI to Enable and Empower Customer Service Agents. Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought , a company that builds human-centered AI to transform the customer service experience. Human-centered AI is not just about resolving the issue. This episode of?

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Customer Service Technology Connections Customer Experience 139

Help Scout

JUNE 8, 2021

Artificial intelligence (AI) shows incredible promise in 2021, but the experience of interacting with an AI chatbot is more like talking to a distracted toddler than it is to Tony Stark’s Jarvis. Still, using AI chatbots for customer service makes plenty of sense. So is it time to set up your first AI chatbot and set it to work?

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Document 2021 Technology Information 144

Magellan Solutions

AUGUST 18, 2023

The following can make all the difference in achieving sales targets: Simplifying sales processes Improving customer engagements Making data-driven decisions Artificial intelligence (AI) tools are crucial to modernizing sales processes and strategies. We provide readers with the knowledge they need to enhance their sales processes.

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Sales Marketing Multi-Channel Competitive Advantage 98

TechSee

MARCH 17, 2020

Technicians are therefore expected to arrive fully prepared, armed with knowledge about the history of the problem and any previous work on done on site, as well as the proper parts and tools necessary to get the job done – on the first visit. Thanks to Artificial Intelligence (AI), field service organizations can now make all this a reality.

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