Presenting the most advanced low code Voice AI automation platform
Learn More
assist365TM
armour365TM
aura365TM
Written by Anirban SenguptaDecember 27, 2022 In a contact center, agent assistance is an essential tool that enables agents to resolve customer issues more quickly. AI-enabled agent assistance helps agents provide personalized and empathetic support while increasing service efficiency.
Written by Girish KarthikFebruary 11, 2022 Customer service is where people’s expectations of the company rise every coming year, and every brand gains better fame for the same. Studies and blog papers find that 96% of customers use the quality and empathy of customer service of the company as a factor of importance in giving their loyalty to a brand.
Any good company contact centre knows how customers feel when they call them to get help and know where to show sympathy and empathy in customer service. The difference between sympathy and empathy is a very thin line. Responding with “I know you are feeling _____” is sympathy. Empathy is a far more useful cognitive response, in which an agent puts himself/herself in the customer’s shoes and says – “I feel what you are going through, and I am committed to doing _____ to help you better.”
Written by Girish KarthikJanuary 26, 2022 Customer service is the new frontier of competition in the post-COVID world. Over half the consumers want better customer service with more innovative engagement. Close to 60% of consumers are ready to stop using a brand due to poor customer service.
As a global digital transformation is underway, more companies are looking at contact center AI as an avenue of CX investment. Using virtual assistants in contact centers can help reduce frustrating problems like long call waiting times, blocked calls, call drops while being more affordable than other ways to scale up capacity.
Written by Girish KarthikOctober 13, 2021 Diversity, inclusivity, and competency are imperative in any business, especially when reaching out to the global marketplace. With access to the world wide web, companies now have the capabilities to expand boundlessly like never before. As the reliability in technology and ease of access surges, it is essential to eliminate barriers like language differences in the customer journey to ensure a business reaches its optimal potential. If the potential leads have communication issues, or if an ineffective service is offered simply because of misunderstanding the user requirements, the impact it leaves on a business will be devastating.
A Common Sense Advisory study shows that 74% of consumers are more likely to purchase again from the same brand if after-sales care was offered in their own language. Since providing customer support in the native language helps businesses achieve customer satisfaction and increased revenue, a huge number of global businesses have started integrating multi-language customer service in call centers as a part of the solution.
Written by Girish KarthikAugust 6, 2021 Contact Centers have already been the focal point of rapid automation, and the COVID-19 pandemic has only accelerated this transformation. The pace at which Conversational AI is developing has us wondering about the multi-fold benefits it brings to the table across functions.
As per a Research And Markets report, the global market for AI technologies in contact centers is set to grow at a CAGR of 22.6% for the forecast year 2019-2024. And given the popularity of voice-based search and virtual customer assistants, it is only a matter of time when AI voice bots become the new normal.
Before getting into the rise and popularity of voice bots driven by AI, let’s examine the saturation point that IVR systems have hit, which has limited their potential. Here is a quick round-up:
Written by Gnani MarketingJune 26, 2021 When most marketing efforts are virtually identical, the best way to grow a business is to improve the customer experience. Today, there are more channels than ever for customers to use, besides multiple devices; and that’s not even considering the offline channels of marketing and customer service that are still relevant! Omnichannel analytics can help with streamlining the customer experience across channels.
