Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND

TRAINING IN CONTACT CENTERS

Upcoming Events

TRAINING IN CONTACT CENTERS

INCREASE MOTIVATION - WHAT DRIVES YOU CRAZY AT WORK!

MANAGING A WORK FROM HOME TEAM - FREE ONLINE CONFERENCE STARTS IN

CUSTOMER EXPERIENCE BEST PRACTICES

10 BEST PRACTICE IDEAS FROM AWARD WINNERS - Episode 1

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Benefits of Chatbots - Jacada - ContactCenterWorld.com Blog

Benefits of Chatbots

Join the chatbot revolution!

There are many benefits to implementing a chatbot within your contact center, most of which directly and positively impact on the end-customer.

The increasing prevalence of chatbots in the customer service space can be put down to the simple fact that they provide fast, easy and human-like customer service at first contact. There is no doubt that chatbots have the potential to significantly change both how customers interact with companies, and how organizations, in turn, interact with consumers.

While the standard view of a chatbot is one that operates as an interactive virtual agent, and is capable of assisting customers with simple inquiries, thanks to its chat-based interface, some solutions are able to handle more complex tasks too. A good example is Jacada’s Intelligent Assistant, which is able to go far beyond a simple question-and-answer format. Thanks to a conversational type dialog with the customer, this chatbot is able to understand the intent and sentiment and translate this to actionable transactions.

Due to its ability to deliver on more complex interactions with consumers, the Intelligent Assistant is perfectly suited to deliver a number of vital benefits to the contact center. In this blog, we will look at four of the most important of these benefits.

A report by Forrester suggests that as many as 77% of US consumers believe that the most important part of customer service is for the organization to value the consumers’ time. This is the first key benefit offered by the Intelligent Assistant – it can greatly reduce the time required to resolve customer issues, which obviously leads to happier customers.

Anyone who has some experience with calling a contact center will know that there is an inevitable hold time, before you are connected with an agent. This could easily take upwards of 10 minutes and leads to increased customer frustration. After all, if a company expects you to support them, you expect them equally to not waste your time. Thanks to chatbots, the frustrating days of waiting in a queue to speak to an agent are eliminated.

After all, chatbots never get tired, they never get angry, they never require breaks and they can simultaneously have conversations with thousands of people. No matter what time of the day it is or how many people are contacting you, every single one of them will be answered immediately.

In a similar vein, we live in a society where traditional operating hours are rapidly becoming a thing of the past. The permanently available nature of the Internet and the growing number of all day, every day operations run by many large retailers means that modern customers also don’t wish to be hemmed in by standard opening and closing hours. When they want a problem resolved, or an answer to a question, they expect to be able to get it immediately – whatever the time of day or night.

Being robotic in nature, Virtual Assistant is available 24/7/365 and can quickly answer questions across multiple channels. This means that you can deliver the kind of service expected by modern consumers, without having to hire agents to work night shifts, because Jacada’s Intelligent Assistant provides natural, human-like assistance, without the need for the presence of a trained customer service agent.

A third benefit of this chatbot is that it is able to personalize the customer experience, thanks to its ability to collect and analyze data from a wide range of sources, including previous support interactions. This allows them to deliver a more personalized experience, because it means customers don’t have to repeat themselves multiple times to different agents every time they contact an organization.

Moreover, there is clearly a growing demand from the customer side for a more personal experience across all channels and at all times. To keep up with the growth of these channels, one can leverage a chatbot to meet the rising volume of support requests. And because it utilizes natural language processing technology, the chatbot can actually understand what the customer is asking, enabling it to provide personalized, on-demand service around the clock. Perhaps best of all, the chatbot is even able to authenticate the customer, without human intervention, making life that much easier for the client.

Finally, the Virtual Assistant is a great tool for promoting brand loyalty. For one thing, by automating many basic customer service functions, it is helping to transform the role of human agents, allowing them to focus their attention on the more complex cases, thereby providing better and warmer service to their customers.

More pertinently, Jacada’s Virtual Assistant is also capable of automating outbound, proactive communication with consumers, meaning that it can automatically contact the customer to follow up on a previous call they may have made, to check in and assess their satisfaction with the result, or to find out how happy they are with a product or service they have purchased. It can even be used to wish individual clients on their birthday. These small touches inevitably boost customer satisfaction.

In today’s world, an increasing number of people are more comfortable with the chat format than they are with making a phone call, which means we can expect the demand for chatbots to grow significantly. It is probably no exaggeration to suggest that there is a chatbot revolution coming, so to be successful in the future, businesses will have to embrace this new technology. And when it comes to implementing a chatbot, there’s no better option than Jacada’s Intelligent Assistant to help you to join the revolution.

Source: http://www.jacada.com/blog/benefits-of-chatbots

Publish Date: September 5, 2017 5:00 AM


2021 Buyers Guide Translation Services

 
1.) 
OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

*T...
(read more)

2.) 
Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.
 



View more from Jacada

Recent Blog Posts:
5 Ways Intelligent Automation optimizes customer AND agent experienceOctober 18, 2019 5:00 AM
What's a Multimodal Customer Experience?October 15, 2019 5:00 AM
Why Isn't Natural Language Understanding...Natural?August 29, 2019 5:00 AM
Interactive Video: The Rise of RPA Bots in Customer ServiceAugust 28, 2019 5:00 AM
Your Front is different than your BackJune 6, 2019 5:00 AM
Obstacles Contact Center Agents Come Across During InteractionsMay 23, 2019 5:00 AM
Smart Solutions Resolve Call Center Operational IssuesMay 21, 2019 5:00 AM
Companies Push for Digital to Enhance Customer JourneyMay 16, 2019 5:00 AM
Companies Use AI to Enhance Customer Service ExperienceMay 14, 2019 5:00 AM
Has Intelligent Assistance entered the trough of disillusionmentApril 11, 2018 5:00 AM

New 2021 Membership

About us - in 60 seconds!

Submit Event

Upcoming Events

The place where the world's best meet and share their best practices!

A place for professionals to learn the latest and greatest strategies and ideas and to connect with the elite in the industry. 

This is the highest rated industry event with ... Read More...
 149 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =