Sabio, the Contact Centre Specialist Transforming Customer Contact
Interactively guiding customers to find information for themselves
Chatbot technology provides customers with the chance to engage immediately in conversations, and secure rapid resolution for standard self-service enquiries. At the same time, it also gives contact centre operators a proven way to challenge demand by effectively reducing the volume of calls from those customers who struggle to find the information they are looking for online.
In June Sabio is attending the UX Scotland 2016 conferencein Edinburgh, and I’ll be hosting a workshop sessionon Designing Voice and Natural Language Experiences.
At a time when much of the momentum in terms of re-inventing the customer journey seems to be focused on activities at Google and Facebook, it was fascinating to see Microsoft detail its plans for intelligent engagement at its Build 2016 event last week.
It was great to attend Opus Research’sfirst Intelligent Assistants Conference in London last week, with the event clearly signifying the growing importance of intelligent assistants in supporting self-service.
The news last month of Enfield Council’s intention to deploy virtual assistant technology to help simplify its customer contact activities served to re-affirm the pressure that local authorities and councils are under to optimise service delivery.
Sabio is a sponsor of the Opus Research Intelligent Assistants Conference, which is being held this year from 4-5 May at Claridge’s Hotel in London.
Last week Amazon’s CEO Jeff Bezos sent a letter to shareholders that focused on his determination to keep the company focused on ‘Day 1’ thinking, - an approach that’s characterised by customer obsession, resisting rigorous process adherence, the eager adoption of external trends and high-velocity decision making.
Report highlights Sabio’s strong Automated Learning, Process Automation, Analytics & Reporting and Multi-Channel engagement capabilities
Copies of the report available for download from Sabio’s website
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