Creative Virtual

MARCH 25, 2021

During the past year, more customers have turned to digital channels and automated self-service for support. Usage of virtual agents and chatbots exploded with record-breaking levels of traffic. The truth is this technology has been used in areas such as website self-service for over two decades.

Self service 59

Self service Virtual Agent Chatbots outsourcing 59

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 108

Self service APIs Transportation Contact Center 108

Creative Virtual

APRIL 2, 2020

Businesses and brands of all sizes and across industries face new challenges as offices and physical locations close. Advancements over the past several years in conversational AI technologies, including chatbots and virtual agents, have made them a go-to solution for providing cost-effective and easy-to-use support on digital channels.

Self service 52

Self service Virtual Agent Chatbots Government 52

Creative Virtual

SEPTEMBER 24, 2019

For as long as virtual agents and chatbots have been used by companies to provide customer self-service, they have been criticised for removing the human touch from interactions and taking away the opportunity to build an emotional connection with customers. By Mandy Reed, Global Head of Marketing.

Self service 40

Self service Virtual Agent Chatbots Best practices 40

SmartAction

DECEMBER 12, 2023

With our conversational AI platform and our proprietary intent-building process, we’ve cut virtual agent design and deployment time by 85%, offering our clients not just speed, but unparalleled efficiency and effectiveness. We’re not just providing a service; we’re offering a partnership. Reach out today.

industry standards 78

industry standards Customer Service Automotive Virtual Agent 78

Creative Virtual

NOVEMBER 28, 2019

Every year this not-for-profit organisation holds the HKCCA Symposium and the HKCCA Award Presentation and Gala Ceremony as part of their mission of advancing the contact centre industry. It shortens the time they need to search for information so they can provide a better in-person service experience for customers.

Virtual Agent 52

Virtual Agent Technology Average Handle Time Chatbots 52

SmartAction

APRIL 15, 2019

Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handled by live agents. Automate More with Virtual Agents.

Self service 59

Self service Virtual Agent Interactive Voice Response Best practices 59

Creative Virtual

FEBRUARY 13, 2019

Chatbots and virtual agents have proven themselves to be quality self-service solutions, being increasingly implemented by smart organisations to provide support and being increasingly preferred by customers and employees for quick, easy access to information. By Mandy Reed, Marketing Manager (Global).

Virtual Agent 40

Virtual Agent Chatbots Self service Education 40

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. Here you’ll learn best practices in building order management automation, while drawing insights from industry leaders like TechStyle and DSW.

Best practices 64

Best practices Virtual Agent Management Chatbots 64

SmartAction

OCTOBER 26, 2023

This global crisis thrust the healthcare industry into uncharted territory, exposing vulnerabilities in patient access and communication systems. By deploying virtual health agents as the initial point of contact, routine patient inquiries can be resolved on a large scale without requiring human intervention.

Healthcare 68

Healthcare Interactive Voice Response Virtual Agent Self service 68

SmartAction

DECEMBER 12, 2023

With our conversational AI platform and our proprietary intent-building process, we’ve cut virtual agent design and deployment time by 85%, offering our clients not just speed, but unparalleled efficiency and effectiveness. We’re not just providing a service; we’re offering a partnership. Reach out today.

industry standards 52

industry standards Customer Service Automotive Virtual Agent 52

Creative Virtual

FEBRUARY 2, 2022

From selecting coverage and understanding benefits to confirming payments and filing claims, both policyholders and agents need information that is customized to them. According to industry experts at Insurance Thought Leadership (ITL), “The sky is the limit for conversational AI.”.

Virtual Agent 98

Virtual Agent Chatbots Self service Contact Center 98

SmartAction

FEBRUARY 27, 2023

When it comes to customer service, businesses have a variety of tools at their disposal to make the process as smooth and efficient as possible. Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). What is an Intelligent Virtual Agent (IVA)? Higher containment.

Interactive Voice Response 76

Interactive Voice Response Contact Center Virtual Agent Self service 76

SmartAction

JANUARY 11, 2019

AI-powered virtual agents present significant potential to improve the customer experience (CX) via call center automation. Greet every customer with a natural language “front door” – “How can I help you?” – and capture intent before routing calls and chats to live agents, AI-powered virtual agents, or other automation.

Virtual Agent 45

Virtual Agent Contact Center Interactive Voice Response Call Center 45

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

Creative Virtual

OCTOBER 3, 2022

This week we are showing love for the efforts of everyone involved with delivering customer service – employees helping customers face-to-face in brick-and-mortar locations; contact centre agents delivering support over the phone, live chat, and social media; team members working behind the scenes to build and maintain customer service tools.

Customer Service 52

Customer Service Virtual Agent Self service Chatbots 52

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

SEPTEMBER 16, 2022

Conversational AI is making the contact center and customer service industries better than ever. Having a good understanding of how this happens will help those in the industry to best leverage that technology for their companies. How Virtual Agents Help the Live Agent Workforce. GET IN TOUCH. Get a Demo.

Interactive Voice Response 92

Interactive Voice Response Virtual Agent Contact Center Engineering 92

Creative Virtual

APRIL 21, 2022

Here are a few questions to ask about your customer service to help make it more pleasant than cleaning a toilet: Do you make it easy for customers to reach your contact center? Self-service options like chatbots and virtual agents are increasingly preferred by customers, but they can’t – and shouldn’t!

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

Creative Virtual

OCTOBER 5, 2020

This is the fifth year I’ve put together a blog post roundup to start off Customer Service Week, and it might just be the most important one yet. The global pandemic has put digital transformation projects on the fast-track for many organisations, including digital customer service initiatives.

Virtual Agent 52

Virtual Agent Customer Service Chatbots Self service 52

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. Since 2002, SmartAction has helped 100+ industry-leading brands streamline their contact centers and take their customer experience to the next level through AI voice, text, and chat.

Multichannel 85

Multichannel Virtual Agent Self service Accountability 85

Creative Virtual

JULY 21, 2022

I shared insights with readers from my over two decades in the conversational AI industry. 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.

Virtual Agent 52

Virtual Agent Self service Chatbots Technology 52

ShepHyken

DECEMBER 8, 2017

Until recently, contact centers were playing a passive role in customer service by responding to basic queries, but not necessarily playing any major role in the strategy for customer experience (CX). But, the industry landscape is changing, with CX becoming the new battlefield. Use Technology for Self Service.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

Cisco - Contact Center

AUGUST 3, 2020

This award honors vendors that have embraced technology as a key tool for customer service excellence and distinguish their success as innovators, thought leaders, and market movers in the contact center and customer care industries. Let me share some of the reasons Webex Contact Center received this recognition. Cloud Agility.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

SmartAction

DECEMBER 15, 2021

With easily scalable virtual agents, hold times are eliminated. to self-service for over 100 types of interactions, from the most common to the most nuanced. A live agent deals with anything handled outside of self-service. Those customer service reps have an assistant within the virtual agent.

Contact Center 78

Contact Center Virtual Agent Agent burnout Self service 78

Creative Virtual

OCTOBER 4, 2021

Getting that coveted stamp of approval from customers and employees that comes from a successful customer service strategy has been harder than ever. This is my sixth year creating a blog post roundup to kick off Creative Virtual’s celebration of Customer Service Week.

Customer Service 52

Customer Service Virtual Agent Chatbots Self service 52

SmartAction

OCTOBER 25, 2023

Personalization : A staggering 72% of consumers expect customer service to recognize their identity and purchasing history. Conversational AI, with its specific intents and data-driven capabilities, empowers virtual agents with readily available customer information, ensuring personalized interactions.

Interactive Voice Response 90

Interactive Voice Response Customer Service Virtual Agent Self service 90

Creative Virtual

DECEMBER 7, 2021

Welcome to Creative Virtual’s annual year in review blog post for 2021! That time when we reflect on the highlights of the year for our company and celebrate the latest developments in the conversational AI industry. They also discussed the findings of ISG’s research and current successful virtual agent implementations.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

SmartAction

DECEMBER 3, 2020

From answering symptom-related questions or how to care for potentially infected family members, virtual health agents are helping to deflect calls from inundated contact centers by enabling patient self-service. More importantly, patients have quick access to information and self-service options whenever they need it.

Virtual Agent 74

Virtual Agent Healthcare Self service APIs 74

SmartAction

OCTOBER 19, 2022

Call centers must adapt to changing client demands for self-service by giving their chatbots new features and capabilities. TechStyle Fashion Group group used virtual agents in voice and chat rather than allocating internal staff and resources to creating and maintaining their own conversational chatbot.

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

Creative Virtual

MAY 4, 2021

Think about all the inventions you studied in school, like the printing press and cotton gin, that initiated key moments of change for industry and society. Your chatbot or virtual agent should be designed to create a better experience by providing quick, easy support.

Virtual Agent 95

Virtual Agent Chatbots Self service Contact Center 95

Creative Virtual

DECEMBER 10, 2020

This is the seventh time I’ve done this annual year in review blog post, but never have I had to review a year that was like 2020. I don’t need to tell you that not everything went as planned, but there were still some bright spots for us and the chatbot, virtual agent and live chat industry.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Uniphore

JANUARY 21, 2022

The global pandemic accelerated digital transformations across every industry, including healthcare. However, compared to the broader consumer marketplace, the healthcare industry lagged in digital adoption and implementation. Conversational AI and automation can solve many self-service woes.

Healthcare 98

Healthcare Virtual Agent Interactive Voice Response Self service 98

SmartAction

NOVEMBER 30, 2021

Across different industries, use cases, and customer interactions, there’s now an opportunity to leverage AI in a whole new way with an intelligent front door. 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.

Virtual Agent 83

Virtual Agent Interactive Voice Response Contact Center Customer Experience 83

Creative Virtual

JULY 8, 2021

This is most certainly true when it comes to creating chatbots for customer self-service, and too often organisations fall into the DIY trap. It’s a detail that’s crucial to delivering a quality self-service experience and building user confidence in your conversational AI tool.

Chatbots 59

Chatbots Virtual Agent Self service Marketing 59

Creative Virtual

JUNE 22, 2020

Today I’m proud to be sharing Creative Virtual’s introduction of the Neutrino release of V-Person , our innovative virtual agent and chatbot technology. It brings together humans and artificial intelligence (AI) with powerful integration options and easy-to-manage workflows for the industry’s smartest solution yet.

Personalization 52

Personalization Virtual Agent Chatbots Employee engagement 52

SmartAction

JANUARY 16, 2020

In the next five years, industry experts predict that nearly every application will integrate voice technology in some way. 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. Because it works well.

Virtual Agent 54

Virtual Agent Self service Government Healthcare 54