AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. These virtual agents can automate routine tasks as well as seamlessly elevate complex interactions to a live agent.

Cloud contact 68

Cloud contact Self service Contact Center Virtual Agent 68

DMG Consulting

JUNE 27, 2022

Making the Case for an Intelligent Virtual Agent. Self-service has become the preferred form of customer support for many consumers, so long as it works. These conversational, AI-enabled solutions are essential for the success of contact centers and service organizations of all sizes. June 27, 2022 By Donna Fluss.

Virtual Agent 48

Virtual Agent Interactive Voice Response Self service Average Handle Time 48

DMG Consulting

MARCH 31, 2022

Give Customers What They Want: Great Self-Service. Delivering an outstanding customer experience (CX) is a top goal for companies, as it is an essential and measurable differentiator between otherwise commoditized products and services. Donna Fluss. View this article on the publisher’s website. & Solving the Problem.

Self service 54

Self service Interactive Voice Response Virtual Agent Government 54

DMG Consulting

JUNE 1, 2022

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. Essential and impactful tools in the AI-based service revolution. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . When: Today, 1 June 2022.

Self service 48

Self service Consulting Consulting Enterprise 48

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. The LLM-powered QnABot can also play a pivotal role as an automated real-time agent assistant.

Self service 102

Self service APIs Transportation Contact Center 102

TechSee

OCTOBER 9, 2018

I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service. Support the DIY culture: Focus on consumer enablement and empowerment through self-service. With big data and advanced analytics readily available, companies can provide Millennials with the acknowledgement they demand.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

SmartAction

NOVEMBER 14, 2019

Purchasing Power ® , a large eCommerce company that enables employers to offer employee purchase programs, recently won the “Excellence in Self-service” award from Frost & Sullivan. Can you share your origin story as to what put you on the path to consider conversational AI self-service?

Self service 54

Self service Virtual Agent Analytics Accountability 54

DMG Consulting

FEBRUARY 15, 2018

IVAs Can Remake the Self-Service Landscape. A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. The Latest (and Greatest) in Self-Service: IVAs. By Donna Fluss. View this document on the publisher’s website.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

DMG Consulting

SEPTEMBER 24, 2021

The Transformational Value of Interaction Analytics. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. July 7, 2021 Donna Fluss. View this article on the publisher’s website.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. State of the art self-service and compelling benefits that transcend verticals. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

DMG Consulting

AUGUST 16, 2022

Question: How are contact centers and their systems using predictive analytics? Answer: Contact centers utilize predictive analytics in a number of ways to anticipate the probability of future behaviors or occurrences, and their potential impact on the customer and employee experience and bottom line.

Contact Center 48

Contact Center Analytics Virtual Agent contact center solutions 48

SmartAction

FEBRUARY 13, 2024

Businesses who thrive at building robust, complete customer journeys harness the power of automation to build self-service solutions in their order management strategy. This involves: Gathering Data : Utilize customer service logs, feedback surveys, and website analytics to understand your most frequent inquiries.

Best practices 64

Best practices Virtual Agent Management Chatbots 64

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

3CLogic

APRIL 20, 2021

It’s no surprise then that leading companies are adopting voice self-service solutions in addition to their IVR solutions to not only manage call volume but provide a higher quality of customer service and improve call agent performance. The question is no longer should I adopt voice self-service for my contact center?

Self service 52

Self service Interactive Voice Response Call flow Contact Center 52

DMG Consulting

APRIL 13, 2022

Interaction Analytics: What’s Driving Adoption. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. By Donna Fluss. IA Helps Create An Agile Enterprise.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

Insite Managed Solutions

SEPTEMBER 20, 2018

Today, more and more customers expect self service options, and an effective knowledge management system can empower this. This is why it’s important to understand efficiency and gaps within your knowledge management system as customers prefer to service in the most convenient way for their persona.

Self service 40

Self service Virtual Agent Wait times Chatbots 40

SmartAction

NOVEMBER 1, 2023

When used in business, conversational artificial intelligence (AI) supports overall call center operations by providing self-service options, 24/7 availability, and real-time data and analytics – while lowering costs and increasing profits. Our virtual agents can solve 80% to 90% of customer problems.

Contact Center 65

Contact Center Virtual Agent Interactive Voice Response Chatbots 65

SmartAction

DECEMBER 8, 2023

The Beginning of a Transformation Alex’s journey began with a simple yet powerful idea: automating routine tasks with conversational AI virtual agents. The once overburdened agents found themselves focusing on more complex, engaging tasks. It was a game-changer.

Virtual Agent 79

Virtual Agent Contact Center Upselling Interactive Voice Response 79

TechSee

JANUARY 14, 2020

Automated workflows simplify agents’ repetitive daily tasks, such as auto-populating information on specific screens or sending follow-up emails after calls. A Forrester report discusses how AI trends will transform agents’ roles by giving them the tools they need to succeed. Smarter Agents. Specialization.

Virtual Agent 109

Virtual Agent Self service Contact Center Call Center 109

Upstream Works

DECEMBER 20, 2022

This use case can take many forms, with self-service automation often coming to mind right away. AI applications will access the relevant pieces from a customer’s history – chat threads, previous orders, unresolved issues – and pull them up on the virtual agent desktop so everything is in one place.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report.

Consulting 62

Consulting Consulting Analytics Marketing 62

TechSee

JANUARY 14, 2020

Automated workflows simplify agents’ repetitive daily tasks, such as auto-populating information on specific screens or sending follow-up emails after calls. Why agents are embracing the change. A Forrester report discusses how AI trends will transform agents’ roles by giving them the tools they need to succeed.

Call Center 124

Call Center Virtual Agent Self service Contact Center 124

TechSee

APRIL 21, 2021

Computer Vision AI-Based Self-Service. AI is reshaping the enterprise approach to self-service. AI enhances existing self-service capabilities, such as smart FAQ and IVR, with the new cognitive capabilities in chatbots or virtual agents. Will AI in call centers replace agents?

Call Center 136

Call Center Contact Center Self service call center solutions 136

SmartAction

MARCH 7, 2023

This integration will enable voice-enabled self service, a feature that customers are demanding, and the ability to handle complex voice interactions. Conversational AI is the key to augmenting existing technology with a company’s IP. GET IN TOUCH See How We Can Help You Exceed your CX Goals.

Multichannel 85

Multichannel Virtual Agent Self service Accountability 85

SmartAction

OCTOBER 25, 2023

These channels offered apparent advantages in terms of scalability, cost-efficiency, and data analytics. Consequently, many organizations underinvested in the voice channel, inadvertently neglecting a critical aspect of customer service. They opted for other channels or, worse, turned to competitors offering more user-friendly service.

Interactive Voice Response 90

Interactive Voice Response Customer Service Virtual Agent Self service 90

DMG Consulting

FEBRUARY 25, 2019

Speech Analytics and AI Is a Winning Combination. Service, quality management, and the customer journey will all see big gains. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. The future of this process is analytics-enabled QM (AQM).

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

Noble Systems

JUNE 26, 2020

The IVR system then uses routing rules to send the call to either an agent or a self-service application. In addition to outbound “virtual agent” collections calls, IVR allows customers to obtain their account information and make payments through self-service features.

Interactive Voice Response 98

Interactive Voice Response Contact Center Technology Real estate 98

JustCall

AUGUST 8, 2023

This integration aids different areas of a business, like support, sales, productivity, training, analytics, and compliance. This ensures that customers are directed to the most suitable agent or department. Virtual Agents AI chatbots can understand and respond to customer queries in real time.

Contact Center 52

Contact Center Interactive Voice Response Customer Service Virtual Agent 52

DMG Consulting

JANUARY 7, 2022

Intelligent virtual agents (IVAs) represent the future of omnichannel self-service, a new standard of voice and digital self-service in a channel-optimized format. Practical applications of these technologies in contact centers include speech analytics, IVAs, robotics, and other capabilities.

Contact Center 48

Contact Center Self service Virtual Agent Analytics 48

DMG Consulting

MARCH 11, 2022

This includes: improving customer-facing self-service capabilities (52.9%), improving productivity (49.6%), reducing operating costs (47.9%), starting/continuing the contact center’s digital transformation and improving employee engagement, which tied for 39.8%, improving agent-facing self-service automation (36.6%), and more.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

DMG Consulting

NOVEMBER 8, 2023

What goals can AI help them achieve: Enhancing self-service? Boosting agent engagement? Increasing agent productivity? Interaction analytics technology has been in the commercial market for more than 20 years and AQM for more than 12 of them. Reducing operating expenses? Improving the overall CX?

Contact Center 48

Contact Center Virtual Agent Self service Analytics 48

Interactions

JUNE 3, 2021

An example of automation directly supporting customers is with virtual agents. These applications are customer-facing and offer self-service options for customers to complete tasks on their own. On the other hand, automation can support customers indirectly by helping agents do their job more efficiently.

Virtual Agent 62

Virtual Agent Self service Analytics Customer Experience 62

DMG Consulting

DECEMBER 1, 2020

Artificial Intelligence (AI)-based self-service capabilities – Self-service has become the channel of choice for customers in many countries, as surprising as it seems. However, the key to success remains being able to connect with a live agent, when necessary. . Learn more at www.dmgconsult.com.

Contact Center 100

Contact Center Government Self service Virtual Agent 100

DMG Consulting

AUGUST 10, 2018

Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). In essence, IVAs use science to elevate the art of self-service.

Interactive Voice Response 78

Interactive Voice Response Virtual Agent Self service Contact Center 78

Cisco - Contact Center

AUGUST 3, 2020

This open platform architecture enables our customers to easily add and integrate with advanced cloud applications such as AI-based virtual agents, advanced data analytics, workforce optimization, and other Webex applications, including Webex Experience Management, Webex Calling, and Webex Control Hub.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

CSM Magazine

OCTOBER 6, 2021

Avaya OneCloud CCaaS , with Google Cloud Contact Centre AI, is the first of its kind to be implemented in Japan and delivers new levels of self-service that both improve the customer experience and increase agent productivity. Avaya today announced that transcosmos inc.,

Business Process Outsourcing 52

Business Process Outsourcing Virtual Agent Self service Cloud contact 52

DMG Consulting

AUGUST 17, 2017

Companies are striving to understand customer needs, engage Millennial customers and employees, increase the use of self-service tools, improve service quality while reducing costs, simplify operating environments, and reduce fraud, and they’re looking to vendors for help. Self-service. Speech analytics.

Contact Center 69

Contact Center Technology Big data Gamification 69