DMG Consulting

FEBRUARY 15, 2018

IVAs Can Remake the Self-Service Landscape. A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. The Latest (and Greatest) in Self-Service: IVAs. By Donna Fluss. View this document on the publisher’s website.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

Creative Virtual

DECEMBER 13, 2018

As 2018 is quickly coming to an end and planning for 2019 continues to move full steam ahead, it’s time once again to take a moment to slow down and look back over the past year. There were also some other noteworthy and news making announcements for individual members of the Creative Virtual team this year. Congratulations!

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Messaging app exhibitors at MWC 2018: Infinity Mobile. Virtual Customer Assistants.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Messaging app exhibitors at MWC 2018: Infinity Mobile. Virtual Customer Assistants.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

SmartAction

FEBRUARY 11, 2020

Leading provider of AI-powered Virtual Agents for omnichannel self-service posts its largest growth in sales bookings for the year. As the global intelligent virtual agent market is expected to reach $11.3b Recognized 80% growth in bookings over 2018. SmartAction’s 2019 Momentum Highlights.

Virtual Agent 57

Virtual Agent Self service Enterprise SaaS 57

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

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

SmartAction

FEBRUARY 21, 2019

The former Convergys Chief Executive Officer becomes the latest addition to SmartAction’s Board of Directors to assist in the growth of its top-rated AI-powered virtual agent solution for contact centers. He ultimately served on the Board of Directors first as COO, then as CEO, for five years.

Virtual Agent 43

Virtual Agent Self service Contact Center Customer Care 43

DMG Consulting

MARCH 8, 2019

in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. The adoption rate of the cloud-based contact center infrastructure market as of the end of 2017 (July 2018) was 14.1% (includes hosted and software as a service (SaaS)), up from 11.4% DMG expects the market to grow at a minimum of 22.5% Adoption Rate for the CBCCI Segment.

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

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 ). Why Avaya Validated the SmartAction AI Self-Service Solution.

Virtual Agent 9

Virtual Agent Self service Contact Center Interactive Voice Response 9

SmartAction

AUGUST 5, 2019

While DSW has encountered tremendous growth, that has also meant mounting customer service pressure yielding millions of inbound calls per year. DSW turned to SmartAction in 2018 to collaborate on a self-service strategy to augment their NICE inContact platform with conversational AI. Q: Tell us about DSW’s growth.

Average Handle Time 57

Average Handle Time Virtual Agent Self service Contact Center 57

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 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. Some vendors tried to jump on the AI bandwagon, but ended up overpromising and creating unrealistic expectations for AI chatbots.

Best practices 40

Best practices Chatbots Virtual Agent Self service 40

DMG Consulting

OCTOBER 4, 2017

In any case, these three applications can make major contributions to enterprises, customers, and agents, and should be considered by all contact centers as they begin to plan their 2018 budgets. Intelligent Virtual Agents (IVAs). The acquired knowledge is assimilated and leveraged in future interactions.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

SmartAction

MAY 17, 2019

SmartAction provides AI-powered virtual agents for call centers to automate conversations traditionally handled by live agents over voice, chat, and text. SmartAction uses proprietary conversational AI to automate conversations that used to be handled by call center agents over phone, chat, and text.

Virtual Agent 40

Virtual Agent Call Center Self service Marketing 40

DMG Consulting

AUGUST 31, 2018

Question: What can we do to attract candidates for contact center agent job openings? Answer: With 2018 US unemployment rates hovering near 18-year lows, contact center leaders need to think outside the box when attempting to fill agent positions.

Contact Center 59

Contact Center Virtual Agent Construction Education 59

SmartAction

NOVEMBER 12, 2018

El Segundo, CA – November 12, 2018 — SmartAction, the leading AI-powered virtual agent solution for contact centers, today announced that its solutions are compliant with key contact center solutions from Avaya, a global provider of business communications software, systems, and services. About SmartAction.

Virtual Agent 40

Virtual Agent contact center solutions Contact Center Enterprise 40

SmartAction

MARCH 15, 2019

SmartAction’s cloud-based virtual agents automate conversations that live agents traditionally handled over voice, chat, and text. About SmartAction SmartAction was founded as an Artificial Intelligence (AI) research company in 2002 and is now the leading provider of AI-powered virtual agents for customer service.

Virtual Agent 8

Virtual Agent Enterprise Self service Contact Center 8

Creative Virtual

OCTOBER 18, 2018

When implemented properly, chatbots are a powerful tool to bring together the contact centre with self-service channels and navigate language and culture barriers to create conversational engagement with customers. The post Creating Intimacy with APAC Customers Through Artificial Intelligence appeared first on Creative Virtual.

Virtual Agent 40

Virtual Agent Chatbots Self service Best practices 40

Avaya

APRIL 10, 2019

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. 80% increase in transactions handled by self-service apps. 25% reduction in agent turnover. 45% improvement in customer ratings.

Contact Center 71

Contact Center Analytics voip Virtual Agent 71

DMG Consulting

OCTOBER 4, 2018

KM has awoken to a new reality; one where enterprises, not just their service organizations, are receptive to the concept of a single source of enterprise knowledge. Knowledge Management in the Era of AI. By Donna Fluss. View this document on the publisher’s website.

Management 72

Management Virtual Agent Gamification Technical Support 72

TechSee

MARCH 13, 2018

The customer service industry, in particular, pinned high hopes on AI, expecting that upon its introduction to the market, smart machines would truly transform the customer experience. We will be watching these up-and-coming AI trends closely in 2018, and so should you. Virtual Agents. Augmentation of human intelligence.

Customer Service 95

Customer Service Chatbots Virtual Agent Technical Support 95

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

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. For example, Creative Virtual is helping organizations in India provide self-service in Hindi, Tamil and Marathi.

Chatbots 40

Chatbots Virtual Agent Self service Best practices 40

JustCall

AUGUST 10, 2022

Intelligent routing – Calls can be routed based on caller data, IVR selections, agent skills, calling hours, and so on. AI agent – An NLP-enabled virtual agent can be deployed to support customers. Agent assist – It provides real-time agent help to improve customer interaction quality.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

Verint

MAY 1, 2018

A study published in 2017 investigated the presence and effects of relational language on intelligent virtual agents (IVAs). Data from large-scale, real-world enterprise IVA implementations revealed that people are increasingly relating to chatbots as they would human agents. ET on May 2. May 10; Online Webinar. Learn more.

Chatbots 22

Chatbots Interactive Voice Response Self service Best practices 22

DMG Consulting

APRIL 16, 2019

billion for the first half of 2018. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner. Over the past 15 years, total WFO revenue has gone from $803.4

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

JustCall

FEBRUARY 13, 2023

Nextiva has a web app and a mobile app for remote servicing and integrates with business solutions like ServiceNow, Salesforce, and Zendesk. Top Features of Nextiva Intelligent virtual agents (IVA) – Self-services IVR that is capable of handling huge call volumes and routing calls to the right agents.

Interactive Voice Response 52

Interactive Voice Response voip Enterprise APIs 52

CSM Magazine

JUNE 12, 2020

While retailers utilize a wide range of support options such as human and virtual agents, social media, or mobile apps, existing single and multi-channel support systems necessitate access to each channel separately. While efficient and less expensive, many companies are reluctant to discontinue human agent support.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

Solvvy

JULY 5, 2018

Whereas most companies this size would have hundreds or thousands of employees to provide customer service, they’ve scaled customer support through AI and machine learning. This piece of the puzzle neatly bridges the self-serve buying process with the self-service support model. Virtual agents or chatbots.

Self service 48

Self service Virtual Agent Sales Enterprise 48

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. That is why reducing customer effort was voted the number one priority for contact centers in 2018. Introduction.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40