Talkdesk

OCTOBER 8, 2020

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. Artificial intelligence (AI) and machine learning infused in your client facing tools such as chatbots and virtual agents can deliver human-like experiences to quickly solve simple client issues without the need for live-agent intervention.

Banking 119

Banking Contact Center Virtual Agent Financial 119

Tricia Morris

MAY 18, 2015

According to the survey, self-service channel usage has increased from 67% in 2012 to 76% in 2014, while phone usage remains the same at 73%. According to the same Forrester survey referenced above, online community, virtual agent, mobile customer service, social media and live chat have also increased in usage.

Contact Center 76

Contact Center Customer Service 2015 Virtual Agent 76

Win the Customer

DECEMBER 15, 2015

At the end of 2014, Forrester reflected on current and rising trends in customer service including omni-channel support. Tomorrow’s how-to content will become increasingly virtual with brands developing agents to analyze and digest complex information.

Customer Experience 72

Customer Experience Call Center Social Media Virtual Agent 72

Inbenta

NOVEMBER 13, 2017

Despite the advancements in search, the Yahoo Directory did manage to survive until 2014 when it was closed for good. . Only now have virtual agents started to make their mark in the search world by providing customers with information across all forms of social media as well as on company websites.

2010 109

2010 E Commerce E-support 2011 109

ProProfs Chat

JUNE 14, 2019

In 2017, 35% reported reaching out on social channels, up from 23% in 2014 and 17% in 2012. Of those who have used social media for a customer service concern, 84% say they have received a response or resolution, up significantly from 65% in 2014. . – American Express. American Express.

2019 90

2019 Customer Service Social Media Poor Customer Service 90

Comm100

FEBRUARY 16, 2018

As Zuckerberg explained back in 2014, “Messaging is one of the few things that people do more than social networking.” This way you can control the quality of virtual interactions, and encourage your virtual agents to continue performing at a high standard. And that has held true over the years.

2018 43

2018 2017 Customer Service Social Media 43