Customer experience happens in the contact center. Is yours set up for success?
Customer loyalty hinges on the customer experience, and because of that, the contact center—where the customer experience is shaped—is now the proving ground for brand differentiation.
From account authentication to delivery notification; from customer service experiences to product and experience reviews, the contact center is the hub of trusted communications that engages customers throughout the customer lifecycle.
A younger workforce, process automation, and customer expectations are fundamentally shaping the future of enterprise contact centers. The next generation of contact center employees expect easy access to a 360º customer view. Chatbots and machine learning are allowing for 24/7 service that simultaneously frees up more time for agents. And customer expectations demand maximum flexibility to communicate with brands on the channel of their choice.
To suit every customer, your contact center needs to provide self-service and the option for a direct line of communication to live agents across SMS, email, …
How businesses can earn consumers' trust with conversational AI
With the proliferation of messaging platforms and digital voice assistants has come the rise of conversational AI—better known as bots.
These chatbots, virtual assistants, smart speakers, and communication platforms are powered by machine learning and can be used to build trust between brands and consumers. In fact, by the end of 2020, 25 percent of customer support operations will integrate virtual customer assistants (VCA) or chatbot technology across engagement channels –– up from less than two percent in 2017.
The use of virtual and voice assistants continues to rise, with Google’s Assistant deployed across one billion devices, and Amazon reporting sales of 100 million Alexa-enabled devices in 2019. The use of smart speakers, like Amazon’s Alexa and Google Home, is expected to reach 225 million units in 2020.
Apple’s Siri set the stage for widespread consumer adoption since debuting in 2011. Built on artificial intelligence (AI), voice assistants use …