One-Third of interactions with GenAI services will use action models & autonomous agents for task completion
One-third of interactions with generative AI (GenAI) services will use action models and autonomous agents for task completion by 2028. Autonomous agents are combined systems that achieve defined goals without repeated human intervention, using a variety of AI techniques to make decisions and generate outputs. They have the potential to learn from their environment and […]
GUIDE: How to use AI to personalise customer service
You may be looking to scale your customer service with AI, but hesitant about how AI may present your organisation to your customers and prospects. As a result, we wanted to share this guide from Freshworks, to investigate how you can adopt the right AI workflows to make teams more productive, reduce wait times for […]
If you specialise in Automated Customer Satisfaction solutions we want to hear from you!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in April we’re focusing on Automated Customer Satisfaction solutions. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re […]
Contact Centre Customer Services Summit: Full agenda released for April’s big event
We still have a handful of complimentary places for you to attend the Contact Centre Customer Services Summit on 29th & 30th April at the Radisson Hotel & Conference Centre, London Heathrow – Claim yours today before they’re gone! Your place is entirely free of charge and includes hospitality, including overnight accommodation, all meals and […]
TECHNOLOGY MONTH: Contact Centre tech in the rearview mirror and the road ahead
The past ten years have witnessed a revolution in contact centre management, propelled by rapid advancements in technology. Here’s a glimpse into the key drivers of this transformation, plus what lies ahead… Transformation in the Past Decade: The Rise of Cloud: The shift from on-premises solutions to cloud-based contact centres has been a defining trend. […]
Planning Guide 2024: Customer Experience
71% of CX leaders plan to invest in tech to elevate customer insights. How are they planning to utilise it? Check out The Forrester guide, in partnership with Freshworks to review: The right areas to invest in CX in 2024 Spending benchmarks curated from 600+ global companies How to experiment with emerging technology like generative […]
3 tips for contact centres in 2024
It’s no secret that customers want to use their preferred platforms when communicating with customer service professionals, as well as being given a personalised experience when doing so. This is why contact centres are massively important from a strategic perspective, and particularly, contact centres that operate efficiently. With this in mind, Rob Mead, Head of […]
ANALYTICS MONTH: From enhanced customer insights to better QA – How AI and machine learning are impacting contact centre analytics
Artificial Intelligence (AI) and Machine Learning (ML) are pioneering a significant analytics revolution for contact centres. These advanced technologies are transforming the way contact centres operate, offering unprecedented insights into customer behaviour, enhancing service quality, and driving operational efficiency. Here’s an exploration of how AI and ML are at the forefront of the analytics revolution in […]
AI set to impact customer experience in financial services
New research reveals that the majority (52%) of financial services employees feel positive or very positive about the growth of AI, and 62% say learning to use new technologies increases their motivation at work and improves customer experience. More than half (56%) are also confident they have the necessary skills to work with more AI […]
Are these the Top 3 priorities for customer service leaders in 2024?
Reimagining self-service, piloting employee-facing GenAI, and exploring new offerings in the customer journey analytics (CJA) market will be top priorities for customer service and support leaders in 2024, according to Gartner. A Gartner survey of 246 customer service and support leaders conducted September through October 2023 revealed service and support leaders’ priorities for the coming […]
