A recent 451 Group survey shows that 55% respondents prefer self-service tools to avoid calling a customer service agent. Therefore, many businesses today have invested in conversational tools that can help improve the way they interact with customers and nurture relationships across the customer journey.
This roundtable explores the most effective methods of providing customers with expanded capability to resolve issues on their own first, then seamlessly move to other channels.
See how to:
-Integrate different channels, both voice and digital, into a self-service interaction
-Actively propose self-service to your customers, even before there’s an actual issue to resolve
-Identify what is crucial when self-service does not answer all the questions
-Modernize your IVR with a combination of personalization and supplemental features through digital channels
-Proactively reach out to customers and move from notifications to conversations
-Deploy enterprise-class chatbots and generate customer and business success
Sheryl Kingstone, Research Director of Business Applications for Inbenta
We are witnessing a dramatic shift in the balance of power between organizations and their customers. Price and products are no longer enough, customers value experiences. Delivering a differentiated experience is necessity for survival. One of 451 Research’s To 10 customer experience trends is Conversational Experiences. We contend that chatbots hold great potential for transforming how organizations interact with customers and employees, but only if enabling a human-like interaction. Our data shows that 55% of survey respondents prefer self-service tools to avoid calling a customer service agent. This can equate to lower wait times and faster customer service
This research video details the conversational tools that businesses are using to improve the way they interact with customers and nurture relationships across the customer journey.
No basta con llevar personas a que visiten las plataformas digitales de tu empresa.
El usuario quiere información confiable, en el momento que la solicita y por el medio en el que realiza su consulta.
Chatbots y asistentes virtuales están cambiando la forma en la que las empresas se relacionan con sus clientes y usuarios.
¿Cual es la razón por la que te debes ocupar del esfuerzo de tus clientes en encontrar lo que quieren?
¿Cómo minimizar el esfuerzo del cliente y maximizar la rentabilidad de tu empresa?
¿Qué necesita tu empresa para convertirse la mejor en su clase cuando hablamos de asistencia e información?
Respuestas a estas preguntas y una perspectiva de la revolución que estamos viviendo en el campo de la Experiencia del Cliente es lo que obtendrás en este Webinar gratuito de 45 minutos de duración.
Los asistentes obtendrán además una copia de cortesía del Reporte Aberdeen "El Futuro del Autoservicio: Una mirada cercana a los Agentes Virtuales y las Tecnologías Cognitivas"
With 76% of customers preferring digital channels to communicate with businesses and roughly 40% choosing to chat with a business through SMS, social media or Facebook messenger, conversational technologies have forever changed the customer service experience. Learn first-hand from industry peers how smart chatbots are improving the way businesses converse with customers and nurture relationships across the customer journey.
Join the 451 Group, Ticketmaster and Inbenta for this session to discover how:
•Digital engagement will shift commerce and service from interactions to conversations [The 451 Group predicts that 80% of all customer interactions will eventually be contained in a self-service channel].
•Customers want self-service options on their own terms, in their preferred channels, including SMS, web or mobile chat. [The 451 Group data shows 55% of survey respondents prefer self-serve tools to avoid calling a customer service agent]
•How businesses like Ticketmaster leverage enterprise-class chatbots; key factors to include and what to avoid when launching a chatbot pilot [55% of companies employ self-service solutions; 26% say they plan to build a chatbot as part of their self-service strategy]
Much like any other technology, IVRs have evolved significantly. Originally serving primarily as a voice routing engine, IVRs are now taking center stage in the digital customer experience. Additionally, chat remains the number one way customers want to talk to brands and they often want to talk when customer service teams are offline.
In this webinar you'll hear the following:
-- Inbenta will discuss an Aberdeen Group report; 55% of companies employ self-service solutions and 26% say they plan to build a chatbot as part of their self-service strategy. Learn how to leverage chatbots and hear how companies are deploying enterprise-class chatbots to generate customer satisfaction and business success.
-- Jacada will discuss how IVRs have evolved, and what the IVR of the future can, should, and MUST do to stay relevant. We will discuss topics such as Visual IVR and Conversational Commerce and address YOUR questions.
-- Through current use cases, Inference Solutions will take you through how to get the most out of your IVR and valued added call handling self-service solutions.
Jordi Torras, Inbenta; Phil Jennings, Ticketmaster; Omer Minkara, Aberdeen Group
Customers want superior service without putting in a lot of effort. To meet this need and improve the customer experience, more companies are turning to next-gen self-service technologies, powered by natural language processing and machine learning.
Learn how your own organization can win with AI technologies by joining us for this webinar, which will be covering:
The critical role that technology plays in managing customer experience
What the Best-in-Class have in their technology toolbox
How to deliver truly seamless customer service
Which companies are getting it right
Tens of thousands of chatbots were built and launched last year. Most of them failed. Yet chat remains the number one way customers want to talk to brands, and they often want to talk when customer service teams are offline.
In this presentation, we'll cover:
- The criteria needed to deploy an enterprise-class chatbot, one that yields effective business results.
- Natural language processing technology and machine learning.
- Approaches to integrate with your existing systems and knowledge bases.
Inbenta, a global leader in artificial intelligence, utilizes patented natural language processing technology to provide a highly accurate search solution for customer support, e-commerce and chatbots.
Inbenta's semantic search engine understands & delivers results based on the meaning behind customers’ search queries, not just the individual keywords, leading to improved customer satisfaction, lower support costs and stronger ROI. The result? Industry leading 90%+ self-service rates.
Focused on business websites and corporate intranets, Inbenta is a global pioneer in a new class of enterprise semantic search technology that's aimed to dramatically improve the experience of online customers. By using the latest developments in natural language processing technologies and artificial intelligence, Inbenta has helped multiple companies drop incoming email queries and customer support calls because the customer easily finds what they are looking for on the company's website. Inbenta also specializes in self-service, e-commerce search, virtual assistants, chatbots, support ticketing and knowledge management.
A combination of new algorithms and advances in neural computing and deep learning has led to an explosion in AI applications with unprecedented attention from the public and media. Learn how it all happened and what you can expect next from this evolving cognitive landscape.
In the age of digital customer service, on-demand help is expected 24/7. Customers don’t want to wait for an agent or an email when they need help; they want answers now. The answer: chatbots utilizing artificial intelligence and backed by the power of on-going machine learning processes.
This hour-long webinar includes in-depth discussion, insights, and live Q&A covering everything you’ll need about launching an AI-powered chatbot for your business and enhancing service to your customers in order to gain a strategic competitive advantage.
The latest in AI search, natural language processing and chatbots.
Inbenta is a global leader in AI, whose patented NLP fuels highly accurate search solutions for customer support, e-commerce and chatbots. Our content is focused on the ever-expanding trends in the world of AI, neural networks, and virtual assistants within the customer success space.