Chatbot conversations will deliver $8 billion in cost savings by 2022- Juniper ResearchChatbots are being widely used by businesses. But what does it take to build a truly advanced and enterprise-grade chatbot? Let’s explore! Conversational UXAn excellent Conversational UX is
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
One of the key factors for creating better conversational user experiences (CUX) and driving chatbot user adoption is the chatbot personality. Having the right personality enables the chatbot to conduct human-like, rich, personalized and relatable conversations with users and establishes
Providing a great customer experience while reducing call volume and costs is the ultimate goal of any contact center. Over the years, contact centers have invested in various types of customer-facing technologies – right from IVR, CTI, CRM, ACD to