Customer Service Archives - Page 3 of 3

Bringing Humans and AI Together in a Live Chat Environment

February 18, 2020

How companies can use artificial-intelligence-powered chat bots to bring humans together through live chat software, delivering better outcomes, services and experiences for customers. A hybrid customer service solution—that integrates human customer service agents, AI-powered live chat software and virtual agents—is enabling organisations to connect with their clients in ways that haven’t been possible before. This

Man sitting at his desk smiling with a headset on his computer

What is Automatic Call Distribution (ACD)?

April 5, 2019

Automatic Call Distribution (ACD) is an old term. It refers to the mechanism of transferring calls to agents. These days, ACD is called ‘call forwarding’. This mechanism has been improved over time and is now an essential aspect of the customer experience. Instead of just transferring a call to an agent, it’s now about transferring

What to Look for When Choosing A Live Chat Application or System

October 10, 2018

Businesses have been turning to online live chat as a means of providing 24/7 assistance and interaction with their customers for some time. The best part about live chat is that it offers an easy way for the customer to contact you, a productive way for you to serve them and it also reduces the

Category: Customer Service

Bringing Humans and AI Together in a Live Chat Environment

What is Automatic Call Distribution (ACD)?

What to Look for When Choosing A Live Chat Application or System