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News : Khoros Unveils A Generative AI-Powered Platform That Will Improve Self-Service Customer Care

#contactcenterworld, @khoros

Austin, TX, USA, Apr 11, 2024 - Khoros, a provider in digital customer engagement software, announced the patent-pending Khoros Customer Care Cloud. This technology vision unites bots, self-service knowledge, and agent support into one conversational customer experience, harnessing the power of GenAI and automation to bring the best answers and information to customers quickly to improve issue resolution rates. It also enables brands to unleash data from every customer interaction into a safe, self-learning system that can help them save millions in contact center costs and enrich self-service experiences by the day.

In today’s digital world, customers demand faster and more convenient service. Most customers also prefer to self-serve for help. Yet 67% of customer inquiries globally still require agent involvement. That comes at a big expense to businesses since an agent interaction costs a hundred times more than self-service.

Globally, companies spend $1.3 trillion annually on support calls, and lose another $1.6 trillion in revenue due to poor service. Enterprises keep investing to advance automation and self-service. But fragmented systems, teams, and processes make it hard to keep pace with customer expectations, especially with resource and budget constraints.

By coupling GenAI with real-world conversation data, an orchestration framework, and omni-channel engagement tools, Khoros unlocks self-service automated care that scales, and requires far less time and people to build. 

"Today marks a pivotal moment for the future of customer service, and for our company," said Chris Tranquill, CEO of Khoros. "The Khoros Customer Care Cloud is not just promising efficiency. We're creating a paradigm shift where it’s feasible that up to 80% of customer problems can be resolved without a single agent, while delivering a game-changing self-service customer experience. This represents not just an evolution in customer service, but a shift that will make self-service the preferred option and deliver massive contact center savings. The platform will be the culmination of years of innovation, and a testament to the transformative power of generative AI combined with our enterprise-class digital customer engagement suite. I'm incredibly excited about this next frontier for our customers and for Khoros."

#contactcenterworld, @khoros

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Khoros, LLC:
Company LogoKhoros, built from Spredfast Lithium, is the leading customer engagement platform built to turn siloed knowledge into enterprise value, and customers into contributors. By connecting consumer insights across all departments, Khoros gives companies the ability to run their business with their customers, anticipating their needs and accelerating sales, loyalty, and innovation. With 2,000 customers, including 52 of the Interbrand 100, and ten offices globally, Khoros powers approximately 500 million digital interactions every day.
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Read today's tip or listen to it on podcast.

Published: Friday, April 12, 2024

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2024 Buyers Guide SaaS Solutions

 
1.) 
CrankWheel

CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.

CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.

Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.

The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.

Features:
- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
(read more)
 

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