IVR
Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate recipient.
23 topics found for
“customer service automation”
Chatbots
Computer programs designed to simulate conversation with human users, especially over the internet.
Customer Self-Service
A system that allows customers to access information and perform tasks on their own without the need for assistance from customer service representatives.
SLA
A Service Level Agreement (SLA) is a formal contract between a service provider and a customer that defines the level of service expected.
Warm Lead
A potential customer who has shown interest in a product or service and is more likely to become a customer.
Conversational AI
AI systems designed to communicate with users through natural language, enabling human-like interactions.
BPA
Business Process Automation (BPA) refers to the use of technology to automate complex business processes.
Service Transformation
The process of fundamentally changing how a service is delivered to improve efficiency, user satisfaction, and overall effectiveness.
CRM
Customer Relationship Management (CRM) is a strategy for managing an organization's relationships and interactions with current and potential customers.