SmartAction

NOVEMBER 7, 2018

But as more and more companies are turning to conversational AI solutions to enable self-service automation over voice and chat, the analyst community has identified the need to create a distinct category for these cloud-based virtual agent solutions that mimic live agent behavior. Why SmartAction?

Self service 79

Self service Virtual Agent Contact Center Customer Support 79

3CLogic

JANUARY 24, 2024

Are they met by long wait times and low-performing agents? With the American Customer Satisfaction Index making its largest decline in 28 years in 2022 — falling from 77 in 2018 to 73.1 Solving Complex Inquiries Enhancing your self-service with intelligent virtual agents will drive personalized experiences.

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

SmartAction

OCTOBER 25, 2023

Conversational AI, with its specific intents and data-driven capabilities, empowers virtual agents with readily available customer information, ensuring personalized interactions. A report from 2018 revealed that inadequate customer service cost businesses more than $75 billion.

Interactive Voice Response 90

Interactive Voice Response Customer Service Virtual Agent Self service 90

Creative Virtual

APRIL 22, 2020

The two graphs below summarise their responses – the first is responses from the UK, the second from the US: In the US survey, 61% of respondents identified AI/self-service as being very important, up from just 51% in 2018. The UK survey found a similar noteworthy increase in responses from the 2018 survey for AI/self-service.

Self service 52

Self service Customer Experience Virtual Agent Chatbots 52

SmartAction

MARCH 6, 2019

In November 2018, SmartAction’s AI-powered virtual agent solution was successfully tested by Avaya in its DevConnect program, a developer community and marketplace for third-party products that interoperate with Avaya technology ( read news release ). Download the report >> Schedule your free AI-Readiness Assessment.

Virtual Agent 9

Virtual Agent Self service Contact Center Interactive Voice Response 9

Avaya

APRIL 10, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. In Nemertes’ 2018-19 Digital Customer Experience research study of 697 organizations, we found companies already are relying on AI to transform their customer experience. 25% reduction in agent turnover. 45% improvement in customer ratings.

Contact Center 71

Contact Center voip Analytics Virtual Agent 71

Call Experts

MAY 8, 2019

Chatbots or virtual agents can address a wide range of features and questions to provide relevant analysis and efficient protocol. More Blogs Menu. 10 Trends That Will Disrupt Customer Service in 2018. Customer Support and Call Center Conferences 2018. Predict the buying behaviors and preferences of your customers.

Customer Experience 65

Customer Experience outsourcing Call Center Virtual Agent 65

Creative Virtual

FEBRUARY 7, 2019

In the survey results published by HR.com at the end of 2018, 79% of Human Resources (HR) professionals responded that chatbots and virtual assistants will become an increasingly viable way for employees to get real-time answers to their HR-related questions. By Liam Ryan, Sales Director.

Virtual Agent 40

Virtual Agent Employee engagement Chatbots Government 40

Creative Virtual

OCTOBER 1, 2018

Let’s take a look back at some of the customer service tips, trends and statistics we’ve shared over the past year in our annual blog post roundup: It’s Time to be Realistic about AI, Chatbots and Live Chat – Right now we’re in a digital and artificial intelligence revolution, and it’s directly affecting organisations’ customer service strategies.

Customer Service 40

Customer Service Virtual Agent Chatbots Self service 40

Creative Virtual

OCTOBER 18, 2018

My presentation, titled ‘Artificial Intelligence, Customer Experience & the Contact Centre’, will provide practical advice and best practices for integrating chatbots, virtual agents and live chat with the contact centre to create successful digital transformation strategies. I look forward to seeing you there!

Virtual Agent 40

Virtual Agent Chatbots Self service Best practices 40

Interactions

DECEMBER 18, 2019

AI and Agents: Better Together. If 2018 was the year of chatbots, then 2019 was the year when chatbots had to prove their worth and usability. Stay tuned for our next blog which will discuss predictions for the AI and CX space in 2020. Lisa Michaud, Senior Product Manager. Chatbots passed through the Great Filter.

Customer Experience 62

Customer Experience Chatbots Contact Center Virtual Agent 62

SmartAction

AUGUST 5, 2019

DSW turned to SmartAction in 2018 to collaborate on a self-service strategy to augment their NICE inContact platform with conversational AI. We realized there were opportunities to introduce automation to work hand-in-hand with our live agents – to help the interaction, rather than completely take it over. Q: Tell us about IVA.

Average Handle Time 57

Average Handle Time Virtual Agent Self service Contact Center 57

Creative Virtual

OCTOBER 30, 2018

While this had a positive effect in garnering more attention for using chatbots and virtual agents to deliver automated self-service, it also played a role in creating industry confusion. The post Jumping on the Bandwagon isn’t the Same as Following Best Practice appeared first on Creative Virtual.

Best practices 40

Best practices Chatbots Virtual Agent Self service 40

Creative Virtual

JUNE 11, 2019

He sought heed on the loss of thousands of crores of rupees due to bad customer experience the previous year (2018) in addition to the year before that. He noted the strength of Creative Virtual’s chatbot technology through illustrations and highlighted best practices for using chatbots, virtual agents and live chat.

Chatbots 40

Chatbots Virtual Agent Self service Best practices 40

JustCall

AUGUST 10, 2022

In this comprehensive blog, we will look at other Avoxi alternatives that demonstrate features that are similar to Avoxi but are a shade better in some way or another. Intelligent routing – Calls can be routed based on caller data, IVR selections, agent skills, calling hours, and so on. Looking for a robust Avoxi alternative ?

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

JustCall

APRIL 24, 2023

If your business has specific needs that CallHippo can’t cater to, you can continue reading this blog to know more about some of the best CallHippo competitors for 2023. AI agent An NLP-enabled virtual agent can be deployed to support customers, which lets your reps focus on critical tasks.

voip 52

voip CRM Enterprise Call Center 52