Giving your customers amazing service and support can be expensive and time-consuming. Customers don’t want to wait in a phone queue. They don’t want to wait in a chat queue. They don’t want to wait in a ticket queue. They simply don’t want to wait. And COVID-19 hasn’t helped. But it could be different. Advances in AI and machine learning (ML) technologies are giving us the ability to understand user intent and deliver a highly connected, relevant experience to each customer.
In this ebook, we tackle the three top trends that can help you bring intention into your customer service organization:
- The importance of putting self-service front and center
- How AI is improving call deflection in the contact center
- Key capabilities to give support agents what they need to resolve issues more effectively