Get access to all the tools and information necessary for the customer's life cycle at Odigo by heading to our client portal
While phone is still the most important channel for customer service, voice-based chatbots represent the holy grail of customer service automation, enhancing customer experience to the latest digital standards and delivering a rapid return on investment.
After transforming games such as chess, Jeopardy and Go, artificial intelligence (AI) is set to radically transform customer services. Fast in exchanges and self-learning, providing precise answers to customer requests and offering a personalized business transaction service, chatbots are set to replace contact center agents, mobile apps and websites.
Machine learning changes everything. Put simply, machine learning recognizes a pattern after first learning it. Specifically, in customer relations, machine learning can identify a customer’s need, and a well-trained intelligence chatbot can deliver truly impressive results that can be compared to those obtained through human intelligence.
Learning consists of giving examples of sentences to the learning machine and detailing the corresponding intention. To be efficient, this learning has to happen before a chatbot is launched and continue throughout the first few weeks after launch. If the chatbot doesn’t recognize the intention with enough reliability, human intervention becomes necessary.
Beyond machine learning, some providers are offering an ensemble of mature and accessible technologies that are enabling the construction of chatbots—speech to text, text to speech and API management—which can:
While phone is still the most important channel for customer service, and because call center costs remain high, voice-based chatbots powered by AI represents the holy grail of customer service automation—delivering a rapid return on investment, including an increase in self-service utilization rate and increased customer satisfaction. All this amounts to a complete revolution in customer experience.
The role of telemedicine in healthcare is increasing and digitalization is helping to deliver better outcomes for patients and healthcare providers alike. The healthcare contact center sits at the heart of this evolution, and Contact Center as a Service (CCaaS) solutions are leading the way.
The rise of Contact Center as a Service (CCaaS) models has introduced new technology that is changing the role of contact center agents. Find out how to improve agent satisfaction and boost business results while managing evolving CX expectations.
The customer effort score tracks a customer’s relationship with a company or brand, and is a major key to building brand loyalty. Strategies to improve your customer effort score (CES) can take the shape of optimizing your customer surveys after interactions, diversifying channels used for feedback, and letting contact center agents communicate freely with customers.