SmartAction

FEBRUARY 22, 2024

Recent headlines, like the issues faced by Air Canada with its website chatbots, spotlight a critical junction in this journey: the choice of a self-service provider. This vision is at the heart of SmartAction’s mission, where we’re not just about technology; we’re about transforming customer experiences.

Chatbots 90

Chatbots Airlines Self service Technology 90

TechSee

MAY 28, 2019

For that reason, successful call deflection strategies allow enquiries to be deflected to self-service channels such as FAQs, live chat, community forums, knowledge center databases and virtual agents. He navigates to the Contact Us page of the supplier’s website and easily finds the Customer Support phone number.

Self service 122

Self service Chatbots Virtual Agent Contact Center 122

Creative Virtual

APRIL 21, 2022

42% of Americans would rather clean a toilet and 46% would rather go to the dentist than call customer support. These stats, just two of many in the 2022 Achieving Customer Amazement Study , likely have you nodding in agreement thinking about your own painful customer service experiences.

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

Creative Virtual

JANUARY 12, 2021

Having innovation at the heart of our company culture at Creative Virtual has served the company well, but only because we innovate with the objective of delivering products and services that genuinely help our customers meet their goals in increasingly better ways.

Self service 52

Self service Virtual Agent Chatbots Consulting 52

Creative Virtual

MARCH 25, 2021

However, when it comes to areas like customer support, using a trial-and-error approach can have a devastating effect on your customer experience. And it is no secret that poor experiences can lead directly to customer churn and lost revenue. Trial-and-error is important to our individual growth and life in general.

Self service 59

Self service Virtual Agent Chatbots outsourcing 59

Fonolo

OCTOBER 5, 2023

2023 was all about chatbots. FREE WEBINAR: Is Your Chatbot Really Just an IVR? With their narrow conversation flows and questions that often don’t lead to an answer – or an agent – chatbots don’t always seem all that revolutionary. If your chatbot seems like an IVR, are you doing something wrong? Join us Oct.

Interactive Voice Response 57

Interactive Voice Response Chatbots Self service Virtual Agent 57

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. Plus, there was the added support needed for various government schemes and programmes.

Virtual Agent 52

Virtual Agent Banking Self service Government 52

Creative Virtual

FEBRUARY 24, 2022

When customers use your chatbot to self-serve, what kind of experience do you deliver? Does your chatbot need questions asked a particular way to return the correct response? Do your customers have to guess the correct keywords to enter or know specific terminology to locate the right information?

Chatbots 59

Chatbots Self service Virtual Agent Accountability 59

Creative Virtual

APRIL 2, 2020

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

FEBRUARY 7, 2023

engagement with the customer. This can be applied to marketing, sales, and customer support. Personalizing the customer’s experience can mean a lot of different things to different companies and in different scenarios. I was reminded of this last week when I received an email from Amazon with a product recommendation.

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

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

JUNE 9, 2023

Some notable examples include: Chatbots : Chatbots are AI-powered virtual agents, built in-house or by third-party vendors , that engage in text-based conversations with users. They are widely used in customer support, providing 24/7 assistance.

Virtual Agent 74

Virtual Agent Chatbots Self service Feedback 74

Netomi

SEPTEMBER 20, 2021

Chatbots are used by 1.4 Companies are launching their best AI chatbots to carry on 1:1 conversations with customers and employees. AI powered chatbots are also capable of automating various tasks, including sales and marketing, customer service, and administrative and operational tasks. Multi-lingual.

Chatbots 126

Chatbots APIs Surveys Analytics 126

TechSee

MARCH 11, 2024

Industry events and news coverage are full of companies offering Generative AI , Conversational AI, chatbots, and AI Agents. Understanding Conversational AI Conversational AI refers to technologies that users interact with through a natural, conversational interface, like chatbots or virtual agents.

Chatbots 124

Chatbots Enterprise Scripts Virtual Agent 124

Creative Virtual

APRIL 16, 2020

The product owner of the virtual agent also works closely with their live chat department, enabling the bank to fully optimise their virtual agent content based on their live chat agents’ feedback. However, this client uses a smart approach to deal with rapid changes to sustain the high level of quality answers.

Customer Support 52

Customer Support Virtual Agent Banking Self service 52

Creative Virtual

APRIL 14, 2020

We can always clearly see social patterns and trends being reflected in the usage of our virtual agents. In the last 4 weeks, on average, the traffic of our banking virtual agents has doubled. Within a few days, one of the banking virtual agents I look after had more than 3,000 recorded user queries around the crisis.

Customer Support 52

Customer Support Virtual Agent Banking Self service 52

NICE inContact

MAY 21, 2019

In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. It seems like self-service options are everywhere these days. And I know I am not the only fan of faster self-service. What’s your strategy? Many Options.

Self service 54

Self service Interactive Voice Response Virtual Agent Benchmark 54

Creative Virtual

OCTOBER 4, 2018

They are missing a chatbot. Chatbots and virtual agents have become essential tools for providing 24/7 self-service to digital customers. Contact centers require a great deal of investment – from recruiting and training staff to putting the necessary tools in place for agents.

Chatbots 56

Chatbots Contact Center Virtual Agent Coaching 56

TechSee

SEPTEMBER 21, 2023

Designing Sophie: Generative AI for Service & CX We began working on Generative AI for service about seven years ago, as the shortcomings of chatbots and virtual assistants like Siri and Alexa became clear. These chatbots demanded a lot of effort from users and administrators.

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Engineering Enterprise Chatbots Self service 109

Creative Virtual

OCTOBER 3, 2022

And so, without further ado, here are some of the best customer service posts shared on the Creative Virtual Blog over the past year: Solving Common Conversational AI Project Issues – Conversational AI is widely recognised as an important technology in digital customer service and employee support strategies.

Customer Service 52

Customer Service Virtual Agent Self service Chatbots 52

Inbenta

NOVEMBER 13, 2017

Since then, search has improved exponentially to the point where a personal chatbot to help with our most routine tasks is becoming a reality. The Inbenta Semantic Search Engine was first created in 2010 and was able to understand searcher intent and the contextual meaning behind customer’s searches rather than rely on keywords.

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Engineering Chatbots Self service Virtual Agent 109

Creative Virtual

OCTOBER 5, 2020

This three-part blog series explores the business value of using a chatbot or virtual agent to provide easy-to-use self-service, starting with supporting customers. Also take a look at Part 2: Supporting Contact Centre Agents and Part 3: Supporting Employees.

Virtual Agent 52

Virtual Agent Customer Service Chatbots Self service 52

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.

Customer Support 40

Customer Support Virtual Agent Self service Transportation 40

Playvox

MARCH 19, 2024

Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operational benefits from AI.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Nicereply

JANUARY 4, 2023

That will ultimately lead to customer service and support teams being pressured to ‘do more with less’ , as customer support is still seen as a cost center by many organizations. Here’s how your business can deliver and maintain a consistently high level of customer service while also reducing your support costs.

Customer Service 59

Customer Service Chatbots Self service Surveys 59

Lumoa

NOVEMBER 30, 2022

Conversational AI is a browser-based messaging service that connects customers with the platforms they use. Typically, you would see this in the form of a ‘Live Chat’ pop-up that provides automated responses to customer queries. Customer support. Set up chatbots for a 24/7 contact center.

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Customer Experience Chatbots Virtual Agent Sales 83

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. When I first founded Creative Virtual in late 2003, chatbot and virtual agent technology was still very new in the customer service space.

Personalization 52

Personalization Virtual Agent Chatbots Employee engagement 52

SmartAction

OCTOBER 25, 2023

Leveraging Telephony for Enhanced Customer Engagement So, what do customers truly desire? Speed, simplicity, and the ability to express their needs fluently without the hassles of navigating chatbots or sifting through help articles. The system then uses NLU to understand and interpret the customer’s request accurately.

Interactive Voice Response 90

Interactive Voice Response Customer Service Virtual Agent Self service 90

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services. About Spitch.

Virtual Agent 59

Virtual Agent Self service Banking Chatbots 59

UJET

DECEMBER 17, 2020

If the speech engine is still having trouble understanding the caller, the auto-attendant may connect them with a human agent or ask the customer if they would prefer to converse in their native language. It can even help chatbots and virtual agents pick up where conversations last left off.

Virtual Agent 72

Virtual Agent Interactive Voice Response Chatbots Engineering 72

UJET

DECEMBER 17, 2020

If the speech engine is still having trouble understanding the caller, the auto-attendant may connect them with a human agent or ask the customer if they would prefer to converse in their native language. It can even help chatbots and virtual agents pick up where conversations last left off.

Virtual Agent 72

Virtual Agent Interactive Voice Response Chatbots Engineering 72

CSM Magazine

JUNE 16, 2023

This revolutionary technology is changing existing standards in the following ways: Superhuman teams These are taking customer support to new heights. Automated chatbots handle simple queries, while AI assists human agents in resolving complex issues on the spot.

Customer Service 52

Customer Service Virtual Agent Chatbots Enterprise 52

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services. About Spitch.

Virtual Agent 52

Virtual Agent Self service Banking Chatbots 52

Creative Virtual

OCTOBER 4, 2021

At the end of the day, customer service is all about people helping people – whether that’s designing self-service tools or answering calls in the contact centre. To help with that selection process, analyst group ISG evaluated 19 conversational AI vendors based on the depth of their service offerings and market presence.

Customer Service 52

Customer Service Virtual Agent Chatbots Self service 52

ProProfs Blog

JUNE 14, 2019

Great Customer Service Statistics. Customer Service Stats for Social Media. Rise of the Automation Industry & Self-Service. Build a Delightful Customer Experience With These Customer Service Statistics. 74% of Americans have used the landline to contact customer service.

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Customer Service Self service Chatbots Virtual Agent 135

Creative Virtual

DECEMBER 10, 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. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen. 2020 was a record-breaking year for use of our virtual agent and chatbot implementations.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Netomi

OCTOBER 25, 2021

According to one review , this feature makes an impact: “the built-in intelligent routing ensures appropriate customer-to-agent fit and automates ticketing queues to reduce resolution time 2. The Zendesk platform offers self-service via customizable Knowledge Bases. Freshdesk Knowledge Base and Self Service .

Chatbots 85

Chatbots Enterprise Virtual Agent Self service 85