Smart Customer Service White Papers
LanguageIO
This Language I/O video features the real business benefits of AI-powered real-time translation, how to integrate a translation solution directly into your CRM, and what some key features are of such an implementation.
For the purpose of this video, we’re using Salesforce as the CRM. You can also accomplish the same things with other CRMs with Language I/O’s integrations and API.
You’ll learn:
- The importance of a secure and accurate AI translation solution for global businesses
- The impact of an AI-powered real-time translation integrated seamlessly into support
- Why accuracy and security are critical for the success of multilingual support and how to achieve them
- How to expand to new markets and support new customer bases while reducing costs
Optimizing agent efficiency and occupancy with an effective AI-powered integration
NICE
Leverage these five insights into CX AI to deliver exceptional customer experiences:
CX leaders are propelling their organizations forward into an era of AI-driven customer engagement. By leveraging an interaction-centric platform with advanced capabilities, brands can quickly evolve and produce outstanding outcomes.
Nowhere is this truer than in the customer success stories demonstrated during the ever-illuminating Interactions 2024—the largest CX event of the year. The eBook, “CX AI Realized: Five AI-Powered Strategies from Innovative Brands,” explores Interactions stories from top-tier brands such as Sony, Carnival UK, and Hyundai Capital and how these brands leverage AI to exceed customer expectations and achieve unmatched success.
Discover five insights to succeed in the current CX landscape, including:
- How to amplify self-service with automation generated from thousands of conversations
- What augmenting agent performance with real-time assistance can do for interaction outcomes
- How to unlock organization-wide improvements with AI-driven insights from every interaction
- How to reduce customer effort with behavioral coaching and real-time interaction guidance
- Why proactively solving high-risk customer complaints with AI-powered analytics is imperative for growth and success
Are you prepared to transform your CX with purpose-built AI?
NICE
Leave frustrating self-service bots behind with AI
Self-service has long been synonymous with frustration, largely due to outdated Interactive Voice Response (IVR) systems. These systems, offering limited functionality, often lead to poor customer experiences. Our new whitepaper, How AI Takes Self-Service to the Next Level,” details the shortcomings of current self-service offerings and shows why embracing AI-driven self-service, contact centers can offer superior customer experiences, drive operational efficiencies, and enhance overall business performance.
Discover:
- How customers benefit from 24/7, personalized interactions
- How agents benefit from cutting-edge AI tools allowing for better performance
- How supervisors benefit from leveraging AI to enhance and improve agent interactions
- How business leaders benefit from utilizing AI to boost satisfaction and the bottom line
Read the white paper
NICE
Experiencing overworked agents or staff shortages? AI is here to help.
Agent attrition can throw a wrench in providing customers with exceptional experiences. Is AI the secret weapon to combat the 31.2% agent turnover crisis? Metrigy’s report, “Inside the Agent Workplace,” reveals how.
With 37% of businesses facing staffing shortages, AI fills crucial gaps. Companies cuts after-call work by 35%, boost CSAT by 39.2%, and save supervisors 119 minutes weekly. Discover how AI-powered assistance is redefining customer service excellence.
Discover key strategies to complement your employee skills with AI:
- Employ AI to increase the number of interactions that don’t need live agent support
- Leverage AI to resolve mundane tasks so agents can focus on high value interactions
- Provide agents with key information through real-time prompts
- Strategically blend human agents with AI to holistically cover customer interactions
Elevate your CX with AI-assisted agents.
NICE
Start your generative AI journey to expand your CX capabilities
According to McKinsey and Company, integrating generative AI into customer care operations has the potential to yield a 30-40% productivity surge for your business.
The promise of generative AI is vast, but what can it promise your organization? Here are some best practices to achieve the transformative power that can enrich CX and achieve superior results.
Maximize the effectiveness of gen AI:
- Leverage a unified platform to manage and optimize all modern interactions
- Apply generative AI where it will produce the best outcomes
- Select an AI language model that optimizes your desired use case
- Implement industry-specific models to deliver more accurate and relevant customer insights
Bridge the gap between gen AI’s potential and measurable success.
Genesys
CX leaders around the world recognize the transformative power of AI to elevate both customer and employee experiences, and they’re eager to tap into its potential for performance gains.
In this exclusive report, based on a survey of 1,000 CX leaders, explore how organizations are using – and plan to use – AI to reinvent CX and EX. Gain valuable insights into the role of conversational, generative, and predictive AI in driving deeper connections with customers, streamlining employee tasks, and enhancing overall engagement.
Key highlights include:
- Over 80% of CX leaders believe AI will be a key differentiator for future success.
- 59% say AI will boost customer loyalty and lifetime value.
- While AI chatbots are widely adopted, few companies fully leverage AI for both customer and employee experiences.
- Challenges like data management, regulations, and employee concerns exist, but CX leaders are prepared with strategies to overcome them.
Download the report and learn how to make AI work for your organization, your employees and your customers.
Talkdesk
In the ever-evolving landscape of banking customer service, the contact center plays an increasingly important role in deposit retention and customer loyalty. Understanding and optimizing key performance indicators (KPIs) within the contact center is imperative for financial institutions to meet the evolving expectations of their customers.
Here you will learn more about how:
- Top-priority KPIs shaping contact center success.
- Current performance landscapes and actionable improvement strategies.
- Future projections – where industry leaders aim to be by 2027.
Talkdesk
Insurance has made strides in improving customer interactions, but more work remains to be done—and the stakes are growing higher. This Talkdesk Research™ report, based on a survey of insurance CX professionals, sheds new insights into insurers’ ambitions for improving customer experience and the steps they are taking—or plan to take—to achieve them.
Here you will learn more about how:
- Insurers aim to elevate customer and employee experiences to bolster loyalty.
- Disconnected interactions and low quality support undermine customer experience.
- Applying artificial intelligence for CX enhances service accessibility, consistency, and quality.
- Empowered employees can navigate and solve complex customer issues.
Talkdesk
The 2024 Retail Customer Experience Index offers a detailed evaluation of how leading retailers are adapting to meet evolving customer expectations in today’s increasingly digital shopping environment. This report underscores the rising significance of hyper-personalization, convenience, speed, and proactive customer service across various retail sectors.
As the retail landscape continues to evolve due to shifting consumer behaviors, global uncertainties, and technological innovation, the necessity for retailers to deliver unique and personalized experiences has never been more urgent. The 2024 Retail Customer Experience Index provides critical insights into the state of customer service and engagement across 131 retailers, spanning 11 key industry segments including Apparel, Home Furnishings, Consumer Electronics, and Luxury.
Explore how retailers are redefining customer experiences to stay ahead in a rapidly evolving market.
Talkdesk
At Talkdesk, we understand the critical role benchmarking plays in shaping strategic business decisions. Representing data of nearly 3,000 clients across six continents, this brand new Talkdesk KPI benchmarking report examines the impact of generative AI, self-service and automation technology, and empowering agent assistance tools across five key operational metrics relevant to all industries.
What you will learn:
- The importance and benefits of benchmarking.
- How contact center metrics changed from 2022 to 2023.
- How your contact center performance stacks up against peers across industries, regions and company sizes.
- Tips to optimize your contact center and improve customer experience.
Talkdesk
AI is transforming healthcare, especially in contact centers. This CHIME and Talkdesk report provides expert insights and strategies from a CHIME-led roundtable with U.S. healthcare leaders. It shares real-world experiences and best practices, illustrating how AI improves patient experiences, streamlines contact center operations, and drives business outcomes.
Download the full report to learn more about:
- Leveraging AI to optimize contact center operations and create value.
- Balancing AI-powered self-service with human support.
- Developing a deeper understanding of patients and anticipating their needs.
- Overcoming access disparities and ensuring inclusivity in AI interactions.
Sponsored by TransUnion
While historically, many enterprises have viewed outbound calling as an expense, recent research revealed organizations cited digital/voice channels as important to improving the customer experience — which was actually the top business goal for the year, surpassing revenue growth.
Considering enterprises’ heightened focus on the customer experience — where they stated the phone plays an integral role — a fresh look at their outbound calling strategies is in order.
Read TransUnion's eBook, Is Your Outbound Strategy Working?, to understand the research findings and learn about solutions that can help you enhance the customer experience and reach more of the right customers at the right time on the right device.
Key Takeaways:
- Whether answer rates are an accurate indication of consumer engagement
- How to earn customer trust via the outbound calling experience
- Ways our enterprise customers use branded calling and phone behavior intelligence to achieve their top business goals