Delivering positive customer experiences has become critical for organizations to drive engagement, purchases, loyalty and retention. To this end, many enterprise leaders have deployed AI customer service technologies like chatbots for various use cases.Several Microsoft customers are already using Bot
As the impacts of the pandemic deepen and governments continue to enforce social quarantine to “flatten the curve”, it is innovative technologies like chatbots that are coming to the rescue. Their diverse range of applications, cost-effectiveness, and ease of implementation,
First Call Resolution (FCR) is an indispensable metric for contact centres to measure and improve.Research conducted by Ascent Group suggests that 60% of companies measuring FCR for a year or longer reported improvements of up to 30% in their performance.
Today’s modern customers want more - They expect faster resolution to issues, personalized experiences and effective self-service. Even though traditional IVR systems are deployed with an intention to provide self-service via phone, reduce call volume and increase agent productivity, these
The adoption of chatbots in enterprises has grown exponentially in the last decade and today, we can see organizations of all sizes using bots for a variety of use cases and functions. A report by Markets and Markets shows that
From customer support, business intelligence, service management, lead generation to information retrieval, chatbots have gained widespread adoption across functions. The reason why organizations are actively embracing bot technology is that chatbots not only have several high value business use cases