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Businesses are built on the experiences they provide to their customers. And agent experience is fundamental to delivering an excellent customer experience. AI-powered solutions enhance support agent productivity and deliver next-generation, synergistic customer experiences.
The best results occur when AI and humans work shoulder-to-shoulder. By acting as smart virtual assistants for agents, handling mundane tasks, and providing scalable, 24X7 service, AI tools are paving the way for seamless outcomes for both support agents and customers.
At Acuvate, we help clients build and deploy smart, AI-enabled chatbots with our enterprise no-code, bot-building platform called BotCore.
Functioning as a handy source of on-demand information, providing intuitive and proactive assistance to agents, and handling routine queries, BotCore’s AI bots help improve support agent experience and productivity and reduce agent turnover.
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The year 2020 has seen an unprecedented rise in the use of chatbots. Amidst the uncertainties caused by the pandemic and changing expectations about how brands should communicate with their customers, businesses have quickly adopted AI-powered bots to reduce the burden of their support staff and deliver easy, interactive, and more meaningful engagement to their customers.
No wonder chatbot technology has evolved to incorporate some powerful functionalities that will define the future of customer experience.
Research by Business Insider says, The global chatbot market is anticipated to reach $9.4 billion by 2024.
So, let’s have a look at the seven advanced chatbot features to consider in 2021.
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With the increased expectation for a speedy resolution and more interactive engagement, customer service representatives (CSR) alone cannot handle the rapidly evolving needs of customer support. An American Express survey found that 78% of consumers have bailed on a transaction because of a lousy service interaction.
As the pressure to scale up processes and deliver quality customer engagements mounts, contact centers witness higher attrition and agent turnover. Hence, to be truly successful in providing exceptional customer experiences, an organization needs to view agent experience, meaning how efficient, empowered, and effective its agents are, as an integral part of its overall customer support strategy.
To augment agent effort, chatbots and other AI-driven technologies are making their way into contact centers. Let’s discuss how a hybrid, co-existential human and AI model improves support agent experience and productivity.
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In 2020, CIOs and other IT leaders have solved several unprecedented challenges and became key enablers in business continuity. CIOs are now in a dilemma regarding the orientation of their efforts and resources in 2021. While building resilience is still a priority, it’s time to plan for recovery post pandemic.
As millions of workers shifted to the remote setup, and customers moved online, businesses leveraged digital technologies to augment customer and employee experiences.
In a Harvey Nash/KPMG 2020 CIO survey, which polled 4,200 IT leaders, 61% of CIOs say they feel more influential than ever before, courtesy of their work to help hedge their businesses against the coronavirus.
However, rapid digital acceleration and adoption of cloud and other technologies have also brought many pressing issues to the forefront – the most significant one being the management of an increasingly complex IT infrastructure.
Learn more: https://botcore.ai/blog/cio-prioritites-2021/
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The COVID-19 pandemic reshaped the entire business landscape. As customer behavior shifted from physical interactions to contactless digital transactions, businesses found themselves unable to cater to the emerging support and customer service needs.
Contact centers, particularly those in the health care, travel, government, and financial services industries, were overly burdened with inquiries from thousands of anxious callers seeking information and comfort. While remote employees struggled to balance work and home life, the contact centers witnessed significant absenteeism as workers tended to family commitments or lacked the necessary knowledge and infrastructure to operate from home.
#chatbots#artificial technology#machine learning#artificial intelligence#bot builder platform#botcore#contact center#customer service
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