The onset of the COVID-19 pandemic has brought some unprecedented business issues to the forefront. One of the major industries that is compelled to accelerate its digital transformation initiatives is banking.As social distancing becomes the new norm, the need for
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
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
Chatbots are noticeably one of the most popular AI technologies. In the past few years, chatbots have been transforming customer and employee experience, simplifying business workflows and reducing costs. With the rise in demand for chatbots, several frameworks and chatbot