SmartAction

JANUARY 16, 2020

It’s predicted that 50% of searches will be conducted through voice in 2020 (and 100% will be monitored by the Russian government). If you’ve experienced a bad Virtual Agent recently, chances are, it may have had nothing to do with the underlying technologies and everything to do with how it was designed. Conversational UX.

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Creative Virtual

OCTOBER 5, 2020

Today we kick off the annual week-long international celebration of the importance of customer service, the people who deliver that service and the impact it has on successful business practices. 2020 has brought new customer service challenges for companies and altered the way customers engage with businesses, perhaps forever.

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Creative Virtual

JULY 21, 2022

I started out by talking about conversational AI tools being thrust into the customer service spotlight in 2020 as businesses dealt with COVID-19 lockdowns, restrictions, and rapidly changing information. This created an increased adoption of, and preference for, digital self-service tools.

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Uniphore

AUGUST 12, 2021

Unsurprisingly, sales of these multimodal assistants grew 30% in 2020, while voice-only assistants saw a 3% decline. Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort. By 2023, customers will prefer to begin 70% of self-service requests with conversational voice interactions.

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SmartAction

DECEMBER 15, 2021

In February 2020, 7 million jobs were open in the US, while the unemployment rate was 3.5%. Other factors include automation of routine jobs, the drug addiction crisis as overdose deaths jumped to 30% in 2020, and a lack of childcare infrastructure. With easily scalable virtual agents, hold times are eliminated.

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Creative Virtual

OCTOBER 13, 2020

Last week we celebrated Customer Service Week and CX Day, two annual events that place a spotlight on the importance of customer service and your overall customer experience as well as the people involved in supporting your customers. Having the right technology in place to enable customers to self-serve is imperative.

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Creative Virtual

AUGUST 5, 2020

Creative Virtual’s V-Person virtual agents and chatbots certainly experienced this trend, setting a record-breaking spike in usage during the first half of 2020. Forrester analyst Judy Weader talks about CX prioritisation in a recent blog post as an important way for companies to make sound decisions.

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Creative Virtual

JANUARY 9, 2020

The customer service “bar” is raised by great companies who teach us what good customer service should be. Shep Hyken (@Hyken) January 5, 2020. That “expecting more” includes effective service across touchpoints. The guide includes: Three steps for creating a successful chatbot, virtual agent and live chat strategy.

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Creative Virtual

AUGUST 20, 2020

At Creative Virtual, the team has been working hard to help our customers with their challenges related to delivering quality customer and employee self-service as information and needs change quickly. To help relieve pressure from live agents, they began to proactively direct customers to self-serve through their virtual agent.

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Creative Virtual

APRIL 27, 2021

We saw record traffic to our virtual agents and chatbots in 2020 as customers turned to online self-service for quick answers to their questions. In fact, one of our customers found that updating their virtual agent was quicker and easier than updating content on their website.

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Creative Virtual

OCTOBER 7, 2019

Here’s our annual blog post roundup of trends, tips and stats to help you consistently deliver a five-star customer service experience: Top Tips for Implementing a Chatbot or Virtual Agent in 2019 – These eight tips address the most important items organisations should consider when evaluating and deploying chatbot or virtual agent technology.

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Creative Virtual

OCTOBER 6, 2020

I can testify that I’ve never had to wait 25-30 minutes to speak to a representative for whatever service I needed before Spring 2020 but experienced that exact scenario at least four times in the past few months. Cue the virtual agents, chatbots and virtual assistants.

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VocalCom

JULY 2, 2020

We are social creatures and the value interacting with another human being over a machine when dealing with a complex and emotional problem cannot be underestimated: humans offer a level of empathy that no chatbot or automated agent can currently provide. The rise of self-service has made human support even more critical.

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Creative Virtual

NOVEMBER 13, 2019

There have been lots of predictions over the past several years about the impact artificial intelligence (AI) and chatbot technologies will have on customer service. However, AI-powered chatbots and virtual agents are changing the role of contact centres and human customer service agents.

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Creative Virtual

JUNE 2, 2020

Newer channels, such as messaging apps, have entered the mix and preferences are shifting more and more towards digital self-service as a first choice. Yet even with these changes, customers still sometimes want or need to reach out to a human agent in the contact centre.

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Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. It’s always difficult to condense a whole year into one blog post, so here are just a few of the highlights. Creative Virtual was rated as ‘Excellent’ across these categories.

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Uniphore

JUNE 10, 2021

25% Lack of self-service options. 0% Security issues with Agents at Home. Use Self-Service to Handle High Call Volume. Fortunately, you can take the pressure off of your agents. For more than three decades, Jacada has led the field in automated self-service solutions and agent-assisted automation solutions.

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Creative Virtual

OCTOBER 1, 2019

Organisations that want to empower customers to self-serve, and ensure they have a positive experience while doing so, need to offer those tools to customers themselves. While self-service is increasingly imperative to a customer’s experience, that doesn’t mean that the one-on-one human interaction is no longer important.

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SmartAction

OCTOBER 8, 2018

According to Gartner, more than two-thirds of customers prefer to self-serve. On top of that, by 2020, it’s estimated that 85 percent of customer service experiences will be managed without a human. Conversational AI allows your customers to self-serve, while keeping your business current technology-wise.

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Creative Virtual

MARCH 25, 2019

According to Frost & Sullivan , customer experience will overtake product and price as the number one means of differentiation for organisations by 2020. Companies that get their customer experience (CX) right are rewarded, with 74% of consumers spending more with a business due to a history of good service.

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Altivon

MARCH 20, 2018

According to Gartner, by 2020 customers will manage 85% of their interactions without any human involvement. Through better web-based content, enhanced IVR, the Internet of Things (IoT), virtual agents and, yes, chatbots. This brings us back to leading technologies and the promise they have for reducing effort for everyone.

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Creative Virtual

MAY 23, 2019

There is a constant battle with competitors as they try to outdo each other with a superior product or service, lower pricing and an easier customer experience. Conversational chatbots and virtual agents are a smart way to deliver automated self-service for customers across multiple channels.

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Creative Virtual

JULY 22, 2020

The closing of physical store and office locations, restrictions on in-person activities, new guidelines to keep contact centre agents safe, rapidly changing information – these challenges and disruptions to business-as-usual have forced organisations to adapt quickly and re-evaluate the needs of their customers.

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Creative Virtual

JANUARY 28, 2020

One way companies can easily improve the experience of employees is by offering personalised self-service options for routine support. To really be effective though, the virtual agent needs to be integrated with the right backend systems to provide an extremely personalised experience.

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ProProfs Blog

JUNE 14, 2019

Customer Service Stats for Social Media. Rise of the Automation Industry & Self-Service. Build a Delightful Customer Experience With These Customer Service Statistics. With this blog, we aim to help you do just that. Rise of the Automation & Self-Service. Let’s take a look at the stats below.

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REVE Chat Blog

NOVEMBER 6, 2019

The top contact center trends to watch out in 2020. Automate your call center support with self service tools. Self service problem solving or DIY fix method can be greatly emphasized on business websites. Implementing self service resource library to offer 24×7 support to customers. FAQ pages .

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Squelch

JANUARY 29, 2020

Our Influential Women in CX blog series is back with the conclusion of our feature on Aileen Allkins, Corporate Vice President of Customer Service and Support at Microsoft. Here we’re thinking about communities, videos, virtual agents — essentially any non-human-assisted support. Imagine you’re working in a call center.

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Creative Virtual

JULY 18, 2019

Plagued by long wait times, agents dealing with inadequate or incomplete access to information and a disconnect from digital channels, contact centres are struggling to meet customer service expectations. Chatbots are more than customer self-service tools.

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Calabrio

JANUARY 6, 2016

By 2020, the number of connected “things” is expected to rise to 30 billion. By the year 2020, your washing machine breaks down. It’s a relatively new model, equipped with sophisticated sensors that automatically alert the manufacturer if the appliance needs service. Prediction #3: Self-service is the key to success.

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RichCall

SEPTEMBER 13, 2017

self-service. 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. Self-service. consumers are using web self-service more than assisted service.

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Netomi

SEPTEMBER 20, 2021

Integrates within Zendesk agent desk platform for seamless human hand-off. Interested in learning more about Zendesk for customer service? Check out any of these helpful blog posts from our team: Getting Started with Netomi on Zendesk. Zendesk customers now have access to the Netomi Virtual Agent. Deep learning.

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