A call center experiencing higher than average call volume is stressful. Think about it: endless phone ringing, long call queues, frustrated customers, and anxious staff. All this is enough to cause call agent demotivation, high error margins, and low customer satisfaction. High call volume happens when your call center is receiving more calls than it […]
If you want your customers to stay loyal to your company, you should make sure that you understand exactly what they need. This will help you to deliver the right products and services at the right time. The idea is to try to anticipate what they might need before they ask for it as the […]
Time-to-market can definitely make or break the success of your chatbot. So is it really worth implementing? And if so, what do you need to take into account?
Vendors selected for the “Hot Vendor” report are noteworthy, visionary, and innovative
“Hi, how can I help you?” Chatbots have taken websites by storm. Conversational AI technologies have transformed customer service point-of-contact interactions in sectors like eCommerce, airlines, banking & financial services, insurance, manufacturing, telecommunications, and many…
On-site search is more than just a search bar at the top of your website, it’s an essential part of navigation, a vital part of how users interact with your organization.
Discover how to uncover trends from your support data with a unique content and conversational analysis tool for chatbots and search engines
We’ve analyzed 4 million chatbot conversations. We’ve compared transactional vs non-transactional chatbots. Here are the results and ROI.
Proactive support is an approach that requires helping customers before they need to contact your support team. There isn’t one specific tool or feature that carries out this task; instead, it’s an overall plan incorporated into your customer service strategy and technology.
With 66% of web searches ending with no clicks, it is not only imperative for websites to appear on the first page of a Google search; important help content must also appear in SERPs.
Learn how an intelligent chatbot enables companies in the utility sector to automate customer experience and allow various transactions.
Learn how chatbots have empowered telecom companies to reduce their waiting times, decrease call volume and increase customer satisfaction.
Standalone projects can be successful at first, but building a holistic project will always require integrations with other systems. That’s why we’ve built a catalog of third-party integrations to help our customers add additional capabilities to their Inbenta projects (chatbot, live chat, help sites and more).
In this article, we examine how chatbots work, how to make a bot and everything you need to know to understand the structure of chatbot architecture.
Designing an AI chatbot is a tricky exercise that cannot be improvised. Following a set of best practices will help you avoid common mistakes and pitfalls that other companies have encountered. This will ensure that…
Knowledge is never static. It is transformed, changed, or altered over time. Discover how to better manage knowledge with versioning & drafts
It is nowadays difficult to imagine prehistoric human species drawing inside caves as a way to tell other tribe members where to hunt or how to harvest. Yet, this was a common way of communicating during that era. Since then, we’ve invented and created thousands of methods to talk—and sell—to each other.
Digital transformation has shifted to a new phase where businesses must compete to differentiate themselves in the digital landscape and provide services that cater to employee and customer demands alike. 2022 will see new trends that will redefine the customer service landscape – what’s new this year?
Policyholders are in control. They’re turning to online channels for self-service insurance information and support — instantly, seamlessly, and at any time.
Customer demands have shifted towards digital channels, 24/7 services from multiple devices, but they still demand personalized interactions with humans. How do modern live chat support systems leverage digital tools to deliver the best of both worlds to customers?
Investing in a ticketing system is a good start, but how do you get the most out of it? To keep your customer service team running like a well-oiled machine, you need to optimize your support ticketing workflows. This article gives you the recipe for reduced handling times and increased agent productivity and responsiveness when addressing customer queries and concerns.
For years, customers have been demanding more from their financial institutions. Covid-19, and the consequences that came from the pandemic only accelerated these customer demands. Consumers expect immediacy, personalized, and flawless interactions with their favorite brands and they expect the same from their banks.
The amount of content and data keeps growing, year after year, and the fragmentation of content has become a real issue. Companies have content everywhere, on numerous platforms. How do you ensure that people find the information they want when there are so many search options?