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How AI Can Make the Holidays Bright

The winter holidays aren’t always “the most wonderful time of the year” for the contact center. Time-off requests and spikes in call volume, especially...
Making AI Work in the Contact Center

Making AI Work in the Contact Center

In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives. “Viral...
Let's Chat about Chatbots

Let’s Chat About Chatbots

Those chatbots that pop up on websites, apps or social media platforms may mimic human interaction, but they aren’t there to replace humans. When...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in April

April is automation month. While that’s not an actual observance, automation-related topics definitely piqued the interest of our readers this month. Our recent chatbot...
It’s Time to Rethink Your Approach to Supporting Customer Service Agents

It’s Time to Rethink Your Approach to Supporting Customer Service Agents

Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for self-service and after-contact work,...
Chatbots in the Contact Center

Chatbots in the Contact Center, Part 4: Improving CX & Aligning Solutions to Business...

In this final post of our chatbot series, we’ve asked the panel members to give us glimpse into the trends and developments in chatbot...
Chatbots in the Contact Center

Chatbots in the Contact Center, Part 3: Overcoming Customer Reluctance

Customers want easy access to information—and they want it quick. They also have little patience for self-service options that can’t understand their needs or...
Chatbots in the Contact Center

Chatbots in the Contact Center, Part 2: Internal Use and Adoption

Consumers are increasingly turning to virtual assistants to save time and effort in their personal lives. Similarly, chatbot technology offers considerable benefits internally to...
Chatbots in the Contact Center

Chatbots in the Contact Center, Part 1: Common Applications and Misconceptions

With consumers expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks. Automation...
The Evolution of Customer Service

The Evolution of Customer Service: Landline to AI

Back in the day when you had to call for a cab instead of opening up the Uber or Lyft app, the only way...
Contact Center Volume Reduction Is a Multichannel Opportunity

Volume Reduction Is a Multichannel Opportunity

Our annual challenges and priorities survey, as well as our project experience, show that high attrition, absence and adherence issues, and the uphill battle...
Refining the Hiring Process

Refining the Hiring Process

What leader wouldn’t love to fill his or her contact center with highly skilled customer service professionals who will stay for a while and...