Companies Use AI to Enhance Customer Service Experience

In today's world we have come to realize that technology makes our lives easier. Incorporated into almost all daily used devices, from smart phones to smart refrigerators, technology simply makes our personal lives easier to manage thereby creating a more efficient use of our personal time.

If we utilize technology in our personal lives in order to make our lives run smoothly, economically, and efficiently, doesn't it make sense to apply it in work situations as well?

One of the most remarkable forms of technology one can use to make a call center run more efficiently is Artificial Intelligence. Once a science-fiction device used to enthrall readers, AI is now used in more applications than one might think.

What distinguishes these applications from one another? One word: quality.

Intelligent interaction at your customers' (and agents) fingertips

AI can be used to enhance the customer service experience both for your customers and your call center agents. Earlier when we mentioned that quality is what sets AI applications apart, we had a very specific experience in mind. How often have you heard complaints about digital systems? How often have even you yourself been frustrated by a low end, poor quality automated system or chat bot? That's where quality comes in. Jacada can provide truly Intelligent Self-Service because it uses only the most modern, up to date, and cutting-edge AI, Natural Language Understanding (NLU), and robotic automation technologies in all of its virtual and digital solutions.

Customers can receive help from an automated Intelligent Customer Assistant who will be able to provide what traditional automated response systems cannot: empathy. In addition to empathy, customers interacting with the Intelligent Customer Assistant can expect faster transaction handling, satisfaction via one call resolution, and most importantly, a pleasant customer service experience. The ICA is also multichannel, available via both voice and the web through the company's website.

Another Intelligent Self-Service solution is offered through Jacada's Visual Assistant. The Visual Assistant is able to provide service via a multitude of convenient platforms, including the company's toll-free number, website, mobile app, and even via SMS or text messaging.

Jacada Interact is another solution which utilizes AI to successfully streamline the customer service experience by incorporating industry-leading AI and Jacada’s own robotic automation technologies to create intelligent bots. Jacada Interact does not require any programming knowledge, instead its user-friendly interface allows you to build and manage automated customer service sequences through an easy-to-use Designer program.

With the help of AI applications such as these, superior customer service can be provided without expensive operating costs such as call centers and other phone or chat channels.

Using such advanced AI in your call center applications streamlines both operations and the customer journey. Imagine a scenario when everyone, customer, call center agent, management, CEO and the Board are all satisfied? Such a situation is not just a call center manager's fantasy—with Jacada Intelligent Self-Service it is an achievable reality.

While most companies are trying to automate the customer service experience, they still recognize the importance of providing a pleasant customer journey to their customers and using Intelligent Self-Service is the smart way to accomplish that.

Learn more by visiting our website at jacada.com.

Source: http://www.jacada.com/blog/companies-use-ai-to-enhance-customer-service-experience

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Centrical Centrical Business Continuity & Remote Work Solutions Centrical Solutions Help Sustain Business Continuity, Keep Employees Engaged and Connected During COVID-19 In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to Keep calm and keep working remotely. We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you: Reduce anxiety and isolation The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica... (read more)Centrical Solutions Help Sustain Business Continuity, Keep Employees Engaged and Connected During COVID-19 In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to Keep calm and keep working remotely. We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you: Reduce anxiety and isolation The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communications that ensures employees don’t just click-through updates, but, read, acknowledge, and apply them. • Send personalized, segmented, and classified updates on any device • Set daily goals with real-time tracking and achievement recognition • Enable real-time, bi-directional, closed-loop communications allowing managers to track voice-of-the-employee, performance issues, and gaps Adapt to a rapidly changing world Equip and empower your workforce to perform in the volatile business environment we’re all facing. Quickly reskill and transition to new roles demanded by this situation. Shift employee focus to new goals. Enable team leaders to connect and manage with employees anytime, anywhere. • Create fast-track, on-the-job retraining programs • Adjust employee goals and KPIs on the fly • Create short-term challenges and opportunities for rewards Keep doing what needs to get done Speed-up or transition in-class learning and onboarding to remote digital training and provide employees with continuous visibility on their performance and goals. Centrical comes with all you need during a crisis to minimize business disruption. • Ensure knowledge retention with AI-optimized microlearning • Keep employees on target with real-time performance tracking • Adapt and shorten training plans with personalized, structured or unstructured, mobile-friendly, gamified learning tools

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Cloud IT Services GmbH Dialfire Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen. You can see the full list of features here:

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Happitu Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey! We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT! Try it free for 45 days!

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