Creative Virtual

DECEMBER 14, 2021

This is something that organisations implementing a self-service virtual agent or chatbot should keep in mind, regardless of whether they are integrating it with live chat. Make it obvious that it is a digital, automated tool with wording such as ‘Please ask our Virtual Agent’.

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Creative Virtual

OCTOBER 6, 2022

This has opened up new possibilities for delivering multilingual customer self-service. For example, this year I’ve been working on several conversational AI projects with businesses taking advantage of machine translation to provide customer service in multiple languages.

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SmartAction

NOVEMBER 30, 2021

pay my loan, check my balance, or transfer funds," which became the new way to start a customer service conversation through traditional speech IVRs around 2016. The virtual agent can then assist the customer with the utmost accuracy. Add capabilities for the virtual agent to find a room near a pool at each resort.

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Creative Virtual

OCTOBER 8, 2019

I started building virtual agents and chatbots for customer service more than 12 years ago. In my experience, there has been a major shift in customer expectations since 2015/2016 in the customer service chatbot industry. A lot has certainly changed in that time.

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RichCall

SEPTEMBER 13, 2017

self-service. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. Here are the experts: @Jon Arnold , an independent research analyst with a great blog. employ customer support specialists, who will become trusted and recognized, rather than be nameless agents.

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Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. Here are my 7 predictions and key advice on where the contact center is going in 2016 and beyond. It’s a relatively new model, equipped with sophisticated sensors that automatically alert the manufacturer if the appliance needs service.

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