Upstream Works
DECEMBER 20, 2022
Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. In 2023, it will become table stakes. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans. Virtual Agent.
Think Customers
MARCH 2, 2023
Whether 2023 will usher in a mild recession or just an economic downturn, no one knows. Workforce reductions are tempting in the face of economic headwinds but technology and customer experience experts urge contact center leaders to take the long view, and resist. All this leads to the ultimate goal, what Cerise calls “proactive CX.”
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PK
APRIL 16, 2020
According to Business Insider, the aggregate potential cost savings for banks from AI applications is estimated at $447 billion by 2023 , and 75% of respondents at banks with over $100 billion in assets say they’re currently implementing AI strategies. In 2020, AI will continue to improve the customer experience in financial services.
Uniphore
AUGUST 12, 2021
The same holds true in the contact center. Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort. Offering variety can help create more successful outcomes for customers with a lower AHT for agents — a win on both sides of the phone line. It’s also the wave of the future.
CSM Magazine
JUNE 12, 2020
While retailers utilize a wide range of support options such as human and virtual agents, social media, or mobile apps, existing single and multi-channel support systems necessitate access to each channel separately. The AI-based system provides faster service and now handles over 7,000 calls from 120 providers per day 6.
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