CX Today’s Post

In order to reassure customers, Gartner encourages customer service teams to utilize customer-facing AI as a “facilitator to best-fit solutions, not an agent replacement.” https://zurl.co/Ujza #Unifiedcommunications #innovation #cloudcommunications #convergeip #artificialintelligence

In 2024, customer experience remains a top priority for business leaders, driving significant investments in AI technologies to enhance service offerings. However, despite these efforts, consumer skepticism persists, with 60% of customers still preferring human interaction over automated services. This preference is underscored by the fact that 50% of customer service calls either go unresolved or need escalation, leading to prolonged ticket resolution times, negative experiences, and escalating costs for businesses. It's clear that as companies integrate Generative AI into their customer service frameworks, a strategic approach is required—one that complements human service and genuinely enhances the customer experience. #CustomerExperience #GenAI #BusinessStrategy #TechnologyInnovation https://lnkd.in/gbvCMSMr

In order to reassure customers, Gartner encourages customer service teams to utilize customer-facing AI as a “facilitator to best-fit solutions, not an agent replacement.” https://zurl.co/Ujza #Unifiedcommunications #innovation #cloudcommunications #convergeip #artificialintelligence

"AI-driven platforms can automate routine tasks, allowing human agents to focus on high-value activities that require empathy and critical thinking. Additionally, AI-powered tools can provide agents with real-time information and insights, enabling them to resolve customer issues more effectively." Tue Søttrup looks at how applied #AI in CX is disrupting the #customerservice space and boosting modern support platforms. Via CMSWire https://lnkd.in/d4AzFh5k #customerexperience

How AI-Powered CCaaS Solutions Enhance Customer Relationships? Businesses are constantly striving to improve their customer service experiences. Customer service automation, powered by AI, has emerged as a game-changer in this regard. In synergy with Contact Center as a Service (CCaaS) solutions, it offers a comprehensive approach to enhancing customer relationships. In this article, we will be looking into the world of AI-powered CCaaS solutions and how they can revolutionize customer service, making it more efficient and personalized. Read more... https://lnkd.in/eYpP2Na4 #ccaas #contactcenter #contactcentre #ai #customerservice #customersupport #automation #cloudcontactcenter

Talk to us to find out how your Customer contact, Support and Revenue teams can leverage the benefits of an AI assisted Business Phone / Contact System. > increase Sales and outcomes > maximise opportunity > delight your customers > drive efficiencies > happier and more productive staff Is your Business missing an opportunity to be better? Great article exploring some of the key benefits here . . . #contactcentre #customerexperience #phonesystems #uc #voip #ccaas #hybridworkplace #hybridcomms Andy Walker ☎️ Chris Owen CCaaS Community

Did you know? Websites using an AI chatbot see a 23% higher conversion rate than those without. Our latest analysis reveals some eye-opening facts: Not only do these AI-powered chatbots resolve tickets 18% quicker, but they also boast a successful resolution rate of 71%. This means they're not just speeding up customer service while increasing overall satisfaction – they're also turning more visitors into paying clients! Interested in discovering more of our findings? Check out our complete study!👇 https://lnkd.in/d7x6Gkxg

Siemens Financial Services has supercharged their CX with Zendesk, achieving a 23% productivity boost in the Nordics and nearly double in France! Now, they're integrating AI to further streamline their global digital customer journey. Read on to get inspired! #Zendesk #AI #Productivity #DigitalTransformation #CustomerExperience

More great stuff from the Wolrd of IntelePeer.ai. “The benefits of customer service automation are numerous; however, it can be a complex landscape leaving businesses struggling to know where exactly to begin automation,” @IntelePeer CEO @Frank Fawzi tells @Customerzone360. The company’s Customer Interaction Intent Study, which provides a roadmap for the implementation of #AI and #automation in customer service, and its participation in the #GenerativeAIExpo are featured in a recent article. Read more here: https://bit.ly/49dIkYy 

🤖 Is AI in customer service all hype, or can it deliver real benefits today? Recent data shows that 56% of businesses already use AI in customer service, with chatbots handling up to 80% of simple customer queries. Here are 5 key insights on the current state of AI in customer service: 1. AI is great at quickly categorizing and routing customer inquiries but struggles with long, complex conversations. @Helpshift founder Abinash Tripathy notes AI is "not good at maintaining a sustained conversation." 2. Big tech giants like Amazon and Microsoft have an advantage in pushing AI innovation due to their vast datasets and resources. Smaller companies face challenges like data scarcity and talent shortages. 3. Bank of America's AI assistant Erica has surpassed 1.5 billion interactions but still faces hurdles like understanding customers' casual slang when talking about money. 4. AI can improve customer service in 3 main ways, according to IBM consulting VP Goyal Manish 1) Smarter self-service, 2) Augmenting human agents, 3) Optimizing contact center operations.  5. Companies like Klarna, ING, T-Mobile, and Ericsson already see major benefits like a 95% reduction in order fallouts, 90% faster issue identification, and handling queries in 35 languages. The future of AI in customer service is bright, but expectations must be realistic. Focus on achievable improvements that deliver real value and ROI. Get the full analysis in our latest blog post: https://lnkd.in/gBV9PhF3