SmartAction

APRIL 1, 2021

AI-powered virtual agents have come a long way since the days of “Press 1 for billing. This allows AI-powered virtual agents to follow complex dialogue at the rate of normal conversation — yes, even alphanumerical interactions, the most challenging type to capture. Press 2 for enrolling in new energy service.”

Virtual Agent 106

Virtual Agent CRM Wait times Engineering 106

SmartAction

JUNE 3, 2021

Yet when examining the facts versus fiction that sentient bots are here to end the live agent workforce, the opposite is true. In over 100 deployments from small companies to large enterprises, SmartAction has yet to see a layoff en masse after deploying virtual agents. Virtual agents are here to help, not stop, live agents.

Virtual Agent 66

Virtual Agent Contact Center Call Center Enterprise 66

CCNG

FEBRUARY 21, 2024

In this blog, we will explore how GenAI can revolution service and support for your organization. From a customer’s point of view, chatting with an LLM is identical to chatting with a support agent. Of course, the LLM has far more functionality than a typical support agent.

Technology 195

Technology Customer Service Virtual Agent Self service 195

Creative Virtual

APRIL 30, 2020

More customers are turning to company websites and apps for support, in some cases out of sheer desperation because they can’t get through to a contact centre agent and in other cases because they have been proactively directed there by the business. It’s also interesting to break down the virtual agent traffic by region.

Virtual Agent 78

Virtual Agent Self service Customer Experience Government 78

ShepHyken

APRIL 5, 2019

These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment. Initially, chatbots were little more than a method deployed to take some of the weight off contact centers and their agents. Chatbots are more than just automated FAQ answer generators.

Chatbots 287

Chatbots Customer Experience Cloud contact Contact Center 287

SmartAction

APRIL 14, 2021

It takes the “smart” virtual agent a whole minute to ask him what’s wrong. How do you build intelligent virtual agents that won’t experience the dreaded bypass of “0 for operator”? Natural inflections and tones begin the process of humanizing a virtual agent.

Virtual Agent 81

Virtual Agent Call flow Personalization Customer Service 81

Creative Virtual

JUNE 7, 2022

Virtual agents. Some of you may remember the days when companies wanting to implement customer support on their website believed they had to make a decision: either a virtual agent or live chat; either automated self-service or human-assisted web chat. Adding a virtual agent to an existing live chat deployment.

Virtual Agent 52

Virtual Agent Self service Chatbots Metrics 52

Creative Virtual

DECEMBER 14, 2021

I was connected to a live chat agent relatively quickly, but then spent over 30 minutes in a chat that felt like it was lasting forever and, in the end, delivered no real resolution to my question. It immediately became obvious to me that the live chat agent was juggling multiple – and likely too many – chat sessions simultaneously.

Virtual Agent 52

Virtual Agent Self service Chatbots Feedback 52

ShepHyken

JANUARY 18, 2019

By deploying an intelligent virtual assistant in this scenario, these simple transactions can be automated by processing each inquiry and delivering the correct responses in the same time it would take an agent to search your knowledge base. These agents will be more skilled and will function more as account managers than reps.

Customer Experience 232

Customer Experience Airlines Average Handle Time Contact Center 232

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. What Virtual Health Agents Can Do for Healthcare. Want to learn more?

Virtual Agent 72

Virtual Agent Healthcare Self service APIs 72

ShepHyken

AUGUST 31, 2018

This is particularly important during peak hours, emergencies and the usual holiday havoc – not only can AI can predict the support demand for human support agents, but AI can also respond casually as if it is its normal work day. Virtual assistants. Faster reaction time. Forget IVRs and long wait times.

Self service 184

Self service Chatbots Personalization Interactive Voice Response 184

Creative Virtual

JULY 10, 2020

Back in April I took a look at the impressive spike in virtual agent traffic starting in late February and early March that surpassed anything Creative Virtual had seen in over 16 years of being in the industry. I’m curious to continue to watch how virtual agent traffic fluctuates as coronavirus-related restrictions change.

Virtual Agent 52

Virtual Agent Banking Self service Government 52

Creative Virtual

JUNE 10, 2020

Chatbots, smart help, virtual assistants, virtual agents, conversational AI – there are lots of names for this automated, self-service technology being used today. You want to ask: How can I ensure my chatbot or virtual agent is: Providing accurate and personalised information? Select a reliable technology.

Virtual Agent 52

Virtual Agent Chatbots Telecommunications Self service 52

ShepHyken

NOVEMBER 29, 2019

Users can consume your products/services without a browser, talk to a customer service agent, use your app during product research, and much more. The mobile app experience seamlessly integrates with pioneering technologies like artificial intelligence, augmented and virtual reality and big data analytics to offer engaging experiences.

Technology 325

Technology Customer Experience Complaint resolution Gamification 325

NICE inContact

FEBRUARY 4, 2019

At first glance, the term “virtual call center agent” sounds like a Siri-like creature who exists in the ether, saving the day for troubled customers. No, a virtual call center agent is a regular human being. “Virtual” modifies the call center, so the call center is virtual but the agent is very real.

virtual call center 61

virtual call center Call Center Schedule adherence Technology 61

Creative Virtual

SEPTEMBER 9, 2020

At Creative Virtual, whitepapers are not created too often as they hold a special place in our repository of resources since they offer information that stays valid for a much longer time than other documents. This is the sort of invaluable consultation experience you will receive when you work with the right virtual agent vendor.

Virtual Agent 52

Virtual Agent Chatbots Self service Consulting 52

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. When all your employees go virtual overnight, how do you keep your finger on the pulse of productivity? Let’s face it, the workplace will forever look different.

Contact Center 96

Contact Center Technology Personalization Management 96

Creative Virtual

MAY 28, 2020

Do you have a chatbot or virtual agent on your roadmap? Are you curious about successful use cases for AI-enhanced virtual agents? If so, you’ll want to reserve your spot now to join Creative Virtual and Engage Customer for their upcoming webinar, Tips for Deploying AI Chatbots & Virtual Agents.

Virtual Agent 52

Virtual Agent Chatbots Self service Best practices 52

Creative Virtual

NOVEMBER 28, 2019

Creative Virtual was excited to be invited back to participate again by our partner Continuous Technologies International Ltd (CTINT) in the Symposium held on 31 October and to attend the Gala the following evening. 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

SmartAction

MARCH 18, 2019

The cost and effort to build automation that isn’t very good or might not even work (and isn’t omnichannel) is why most contact centers have an over-reliance on live agents, even for the most routine and repetitive call types. These omnichannel solutions are known as AI-powered virtual agents. It’s hard to blame them.

Virtual Agent 66

Virtual Agent Interactive Voice Response APIs Contact Center 66

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. Blog #2 of 3: Self-Service puts the Customer Experience in their Hands. Automated tools such as Virtual Assistants (i.e.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). Video outperforms all other communications methods when agents and customers need to quickly resolve an issue. This blog will provide some insight into the benefits that can be extracted from video along with how. Blog #2 of 4: It’s NOT just another channel.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. A single customer view allows every frontline agent to have an up-to-date, 360-degree view of a customer. Customer service needs customer data. 76% used email.

Customer Service 226

Customer Service Contact Center Technology Big data 226

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

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. When all your employees go virtual overnight, how do you keep your finger on the pulse of productivity? Let’s face it, the workplace will forever look different.

Analytics 59

Analytics Contact Center Technology Personalization 59

SmartAction

FEBRUARY 21, 2020

Fabletics leverages a Virtual Agent to interact with their customers every time you call them. If you have multiple self-service destinations and a variety of agent skill-sets, it’s in your best interest to allow the user to tell you why they called. Take a listen to the clip below and learn a few best practices from the pros.

Virtual Agent 55

Virtual Agent Self service Best practices Enterprise 55

CCNG

MAY 31, 2023

Years later, I was working with a large BPO, leading an important holiday launch with a virtual/work-from-home team. We were able to stay above the minimum CSAT for months during the period we were launching new agents, but when this last group of 350 technical support agents started taking customer calls, I was concerned for our CSATs.

Technical Support 195

Technical Support CCNG First call resolution Customer Service 195

SmartAction

SEPTEMBER 25, 2018

The following is an excerpt from Frost & Sullivan’s white paper, “The AI-Powered Virtual Agent: Actionable Strategies for Contact Center Leaders.”. Read the full paper to find out how leading companies are using cloud-based virtual agents to automate more in their contact centers. High Customer Expectations.

Virtual Agent 40

Virtual Agent Interactive Voice Response Contact Center Self service 40

CCNG

MARCH 15, 2023

Regardless of how seamless a self-service option is, or how simple a process is for finding a solution online, customers may opt to call in and speak to an agent directly to fulfill their interpersonal needs. Increased demand for high emotional intelligence in agents. Longer handle times. Customers Want to Talk to.

Call Center 195

Call Center CCNG Self service Surveys 195

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

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

JANUARY 11, 2019

AI-powered virtual agents present significant potential to improve the customer experience (CX) via call center automation. Agent turnover. Cloud-based AI automation can also gather data upfront and pass it to live agents (i.e. Video Transcription: How AI-powered Virtual Agents Have Changed the Contact Center Landscape.

Virtual Agent 45

Virtual Agent Contact Center Interactive Voice Response Call Center 45

Creative Virtual

FEBRUARY 7, 2023

I like customer service expert Shep Hyken’s take on this in his blog post, Don’t Just Personalize the Customer’s Experience – Individualize It. For nearly a decade now, we’ve talked about our virtual agents and chatbots delivering a personalized self-service experience – with no marketing spin required!

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

Uniphore

FEBRUARY 8, 2017

The State of Virtual Agents. There’s no denying that virtual agents – or “chat bots” (or simply, bots) – are experiencing a tremendous resurgence in interest, and along with that, a rapid advance in innovation and technology.

Virtual Agent 40

Virtual Agent Technology 40

SmartAction

SEPTEMBER 4, 2018

TechStyle’s AI Virtual Assistant Solution. SmartAction’s cloud-based AI agents use data connections to greet TechStyle customers by their first name, anticipate their reasons for calling, and route the customer properly by using natural language understanding (NLU) to extract intent.

Call Center 40

Call Center Virtual Agent Average Handle Time Upselling 40

Creative Virtual

JANUARY 8, 2019

As we celebrate our fifteen year anniversary , I wanted to share with you some of my thoughts on founding and running Creative Virtual. However, there becomes a core backbone of people that make up the fabric – the culture – of what Creative Virtual stands for: passion, innovation and quirkiness are at the heart of everything we do.

Virtual Agent 40

Virtual Agent Chatbots Transportation Best practices 40

SmartAction

JANUARY 25, 2019

This newly acquired accuracy means that call center virtual assistant solutions are now demonstrating their true power in a variety of interesting and beneficial ways. Here’s how two innovative companies are using AI-powered virtual agents to automate more in their contact centers.

Virtual Agent 44

Virtual Agent Self service Healthcare Contact Center 44