Our CEO Dan Somers discusses ‘THREE WAYS AI AND MACHINE LEARNING IS IMPROVING LIVE CHAT‘ in the latest issue of Connections Magazine, the premier call center magazine for the teleservices call center industry.
Many companies are implementing live chat because it offers a better experience for some queries and with some customers. It also offers cost savings for companies compared to voice. Indeed, the channel has been growing 87 percent per year, according to CustomerThink.
However, canned responses, complex queries, or poor staffing can lead to the opposite experience. This results in channel switching, repeat calls, abandonment, or even churn.
However, new techniques in AI and machine learning make the analysis of live chat both easy and immediately actionable. Dan gives three ways these tools can transform chat optimization.