As seen in Uniphore's recent study which witnessed nearly 80 per cent of people admit they prefer to speak with human agents, phone conversations have emerged as the key channel through which great customer service is delivered. Customers want to talk to people for assistance, but they are frustrated by longer call-hold times and agents who are unable to quickly glean customers’ emotional states and address their needs.
As a result brands are looking to the likes of artificial intelligence (AI) and automation to strike the ideal balance of human and machine responsiveness, convenience and empathy— all while reducing operating costs and
improving agent retention.
Access this whitepaper to discover how to improve every conversation between your brand and your customers through the power of conversational service automation technologies.
Download this whitepaper to explore:
- How conversations are the gateway to better connections
- Why focusing on CX is a winning strategy during a downturn
- Ways in which AI and automation can help improve every conversation
- What conversational service automation technologies are