SmartAction

MARCH 18, 2019

These omnichannel solutions are known as AI-powered virtual agents. What is an AI-powered virtual agent? At the most basic level, an AI-powered virtual agent can do many things that a live agent can do. By doing so, companies upskill their live agents to do only what a human should do.

Virtual Agent 68

Virtual Agent Interactive Voice Response APIs Contact Center 68

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. Another organisation is using our natural language processing (NLP) capabilities to enhance their agent desktop.

Virtual Agent 52

Virtual Agent Technology Average Handle Time Chatbots 52

Outsource Consultants

JULY 10, 2018

An article by Dan Miller raises an interesting point: Implementing virtual agents into your contact center isn’t staying ahead of the curve, it’s common. Don’t Be Afraid of Using Virtual Agents in Your Contact Center. If you’re not using AI in the form of bots, virtual agents, or other methods, you’re behind the curve.

Virtual Agent 52

Virtual Agent Contact Center outsourcing Call Center 52

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. .” Our solutions have always been at the forefront of AI technology. Reach out today.

industry standards 52

industry standards Customer Service Automotive Virtual Agent 52

NICE inContact

DECEMBER 10, 2018

The biggest challenge facing every contact center is agent churn. Many agents are bored, unengaged, and generally unhappy, and they churn at a rate of 33% across all industries. Not to mention, technology constraints can sometimes make it difficult to improve the agent experience.

Virtual Agent 48

Virtual Agent Contact Center Accountability Technology 48

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

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

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

Here you’ll learn best practices in building order management automation, while drawing insights from industry leaders like TechStyle and DSW. Personalization and Relevance Creating a personal touch in your order management virtual agent can significantly enhance customer experience and engagement.

Best practices 64

Best practices Virtual Agent Management Chatbots 64

SmartAction

FEBRUARY 27, 2023

Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). Each option has a role in customer service depending on what parts of the customer experience businesses want to automate and which parts they want live agents to handle. What is an Intelligent Virtual Agent (IVA)?

Interactive Voice Response 76

Interactive Voice Response Contact Center Virtual Agent Self service 76

Creative Virtual

DECEMBER 21, 2020

As we approach the end of 2020, the whole Creative Virtual team around the world want to say thank you to all our blog readers, customers and partners for joining us on this roller coaster of a year! Then check out our 2020 in Review blog post for more highlights and educational resources.

Virtual Agent 98

Virtual Agent Chatbots Education Technology 98

Creative Virtual

JUNE 13, 2019

Not only are they still a customer today, but they also became the first on a long list of brands our team would work with in the financial services industry. Over the years, we’ve developed an expertise in creating, implementing and maintaining chatbot, virtual agent and live chat solutions for major financial organisations.

Virtual Agent 40

Virtual Agent Customer Experience Chatbots Best practices 40

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

SmartAction

NOVEMBER 1, 2023

Conversational AI can be used in any industry for various use cases, including billing and payments, collection, authentication, claims, order management, scheduling, and reservations. Our virtual agents can solve 80% to 90% of customer problems. Our virtual agents can solve 80% to 90% of customer problems.

Contact Center 65

Contact Center Virtual Agent Interactive Voice Response Chatbots 65

Stafford Communications

SEPTEMBER 10, 2019

How Call Center Artificial Intelligence is Transforming the Industry. Artificial intelligence (AI) is having a major impact in many industries, including call centers. While many fear that AI will soon replace live agents on the other end of the phone, nothing can substitute the human touch a live agent can provide.

Call Center 61

Call Center Interactive Voice Response outsourcing Virtual Agent 61

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

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

ShepHyken

DECEMBER 8, 2017

But, the industry landscape is changing, with CX becoming the new battlefield. Chatbots which work like virtual agents can solve basic query and transfer a call to ‘live agents’ in case of escalation. The post Guest Blog: Want to Excel at Customer Service? A good CRM tool can also be put in place.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

SmartAction

OCTOBER 26, 2023

This global crisis thrust the healthcare industry into uncharted territory, exposing vulnerabilities in patient access and communication systems. The Versatility of Virtual Health Agents in Healthcare Virtual health agents, integrated into electronic health record (EHR) systems like Epic or Cerner, can handle a wide range of healthcare tasks.

Healthcare 68

Healthcare Interactive Voice Response Virtual Agent Self service 68

Creative Virtual

DECEMBER 8, 2022

As the end of 2022 draws near, it is time once again for Creative Virtual’s annual year in review blog post. Every year we take this opportunity to reflect on the hard work of our team, our contributions to the conversational AI industry, and a few of our company’s biggest highlights from the past 12 months.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

Expivia

FEBRUARY 15, 2024

Key Features: Advanced data analysis for real-time insights Predictive modeling to anticipate customer needs Customizable dashboards for a holistic view of service performance Autopilot: The Next-Gen Virtual Agent Autopilot introduces a level of automation and learning capability that redefines the role of virtual agents in customer service.

Virtual Agent 75

Virtual Agent APIs Analytics Chatbots 75

NobelBiz

APRIL 30, 2024

This enhancement in job satisfaction can significantly reduce turnover rates, as agents are less likely to experience burnout and more likely to find their roles rewarding. Balto’s real-time guidance platform uses AI to monitor conversations and prompt agents with the correct compliance language during calls.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

This enhancement in job satisfaction can significantly reduce turnover rates, as agents are less likely to experience burnout and more likely to find their roles rewarding. Balto’s real-time guidance platform uses AI to monitor conversations and prompt agents with the correct compliance language during calls.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

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. Having expert insights, resources and industry stats is important for getting those strategies right.

Virtual Agent 52

Virtual Agent Customer Service Chatbots Self service 52

AWS Machine Learning

FEBRUARY 6, 2023

This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk. To support WaFd’s vision, Talkdesk has extended its self-service virtual agent voice and chat capabilities with an integration with Amazon Lex and Amazon Polly. Dustin Hubbard, Chief Technology Officer at WaFd Bank.

Cloud contact 68

Cloud contact Self service Contact Center Virtual Agent 68

SmartAction

OCTOBER 7, 2021

There’s using the right AI models for your industry-specific customer intents, building out the conversation flows, quality checking to ensure the experience is exemplary. For example, using ANI lookup or GPS location pinpointing, an intelligent virtual agent gains the human ability of personalization.

Contact Center 72

Contact Center Virtual Agent Construction Technology 72

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

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

Creative Virtual

SEPTEMBER 22, 2022

The new IT Awards honour companies that are driving forward innovation and focusing on client-centricity while remaining true experts in their industry. I’m excited to share that Creative Virtual has been awarded Best Conversational AI Solutions 2022 ! Most recently, the industry has adopted the name of ‘conversational AI’.

Chatbots 52

Chatbots Virtual Agent Engineering Technology 52

Stafford Communications

SEPTEMBER 10, 2019

How Call Center Artificial Intelligence is Transforming the Industry Artificial intelligence (AI) is having a major impact in many industries, including call centers. While many fear that AI will soon replace live agents on the other end of the phone, nothing can substitute the human touch a live agent can provide.

Call Center 52

Call Center Interactive Voice Response outsourcing Virtual Agent 52

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

Babelforce

AUGUST 2, 2023

This blog was originally published by our friends at Ultimate over on the Ultimate blog. The company is building the world’s most powerful virtual agent platform. It’s powered by industry-leading AI, but it’s also powered by a world-class team. Omnichannel is getting more and more important.

Virtual Agent 52

Virtual Agent Enterprise Customer Support Customer Service 52

Creative Virtual

SEPTEMBER 7, 2022

It can be hugely helpful for buyers to have knowledgeable insights from independent industry experts. Their uniquely designed evaluation process benchmarks vendors’ performance against competitors to identify industry leaders. This is why AIxOutlook, a part of Sceptertech Digital, are conducting their Best Practice Research.

Virtual Agent 52

Virtual Agent Chatbots Benchmark Best practices 52

Creative Virtual

AUGUST 5, 2021

In the technology industry there tends to be a focus on being innovative, cutting-edge, and ground-breaking. Industry awards, conferences, and articles frequently showcase and reward vendors for technological innovations. Deploying conversational AI solutions like chatbots and virtual agents can be risky but doesn’t have to be.

Virtual Agent 52

Virtual Agent Chatbots Technology Employee engagement 52

Creative Virtual

APRIL 21, 2022

Self-service options like chatbots and virtual agents are increasingly preferred by customers, but they can’t – and shouldn’t! completely replace human contact center agents. Agents can quickly find step-by-step guidance for even the most complicated procedures, processes, and applications.

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

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

SmartAction

MARCH 7, 2023

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. The benefits of Conversational AI are compelling, and companies are waking up to the value of deploying IVA in their business – both in 2023 and beyond.

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Multichannel Virtual Agent Self service Accountability 85