Interactions

JULY 2, 2020

2020 has brought on a perfect storm for the collections space with more debt and high delinquency rates due to the pressure put on consumers from the economic effects of COVID-19. In fact, consumer debt has risen to record-breaking heights, at over $14 Trillion by mid-2020. 2020 has tested the limits of the collector workforce.

Virtual Agent 77

Virtual Agent Contact Center Financial 2020 77

Interactions

JULY 2, 2020

2020 has brought on a perfect storm for the collections space with more debt and high delinquency rates due to the pressure put on consumers from the economic effects of COVID-19. In fact, consumer debt has risen to record-breaking heights, at over $14 Trillion by mid-2020. 2020 has tested the limits of the collector workforce.

Virtual Agent 62

Virtual Agent Contact Center Financial 2020 62

Inbenta

OCTOBER 11, 2021

According to Business Insider, nearly 40% of internet users worldwide prefer chatbots over less conversational virtual agents. . billion in 2020 and is set to gain another $95.41 There’s just something natural about speaking or texting with our devices as we would verbally. billion by 2030. .

2028 69

2028 2030 Interaction Virtual Agent 69

Qualtrics

NOVEMBER 21, 2019

Our team of CX experts have looked into their crystal balls to see what’s coming around the corner in 2020. AI will drive up virtual agent adoption – and free up humans. Contrary to popular belief, virtual agents aren’t about to replace humans in front-end operations. We’ll get smarter at hiring for CX roles.

2020 38

2020 Customer Experience Virtual Agent Healthcare 38

Oracle

OCTOBER 1, 2019

A chatbot can fill that void, helping a retailer reach customers 24/7 and enhancing customer experience by answering commonly asked questions quickly and accurately. In addition, chatbots offer companies new ways to improve the customer engagement process while aiming to drive down the typical cost of customer service.

Customer Service 74

Customer Service Virtual Agent Average Handle Time Retail 74

Interactions

JANUARY 14, 2021

And it’s no longer just about having digital channels, like websites and apps, but having an integrated system of digital accessibility so that customers can quickly and efficiently get done what they need. . A synchronous channel is where the customer and the brand communicate in real-time.

Multi-Channel 62

Multi-Channel Virtual Agent Customer Journey Omnichannel 62