SmartAction

JANUARY 16, 2020

According to Gartner’s 2019 Hype Cycle for Customer Service & Support Technologies, Virtual Customer Assistants have just eked out beyond the “Peak of Inflated Expectations” and into the “Trough of Disillusionment.” For example, scheduling appointments used to be a huge hang-up for Virtual Agents.

Virtual Agent 54

Virtual Agent Self service Government Healthcare 54

CSM Magazine

JUNE 12, 2020

3 For example, a critical role of the Chief Executive Officer is to manage and shape relationships to ensure that products and services remain viable. According to a recent study conducted by Gartner Research, 15 percent of all customer service interactions will be handled entirely by AI by 2020 1. Impact of Globalization.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

VirtualPBX

JULY 9, 2020

As one example, consider Yesler’s scrollable, one-column email newsletter (that is mobile-optimized) as an excellent example. Another super creative example worth looking at is Moo’s B2B email which comes loaded with animated GIFs. ” – On24’s 2019 Webinar Benchmark Report. Image Source.

B2B 78

B2B Self service Best practices Virtual Agent 78

Fonolo

FEBRUARY 6, 2019

In general, we say that a transaction was “contained” if it was completed entirely through self-service and didn’t require an agent. For example, you could look at people that started the “make a reservation” process on the website and see how many completed it. ” The Top Contact Center Trends to Watch in 2019.

Virtual Agent 62

Virtual Agent Chatbots Gamification Contact Center 62

Creative Virtual

JULY 10, 2019

Our Founder & CEO, Chris Ezekiel’s opening keynote – Taking Your CX into the Future with Conversational AI – got the day started with a look at AI-enhanced chatbots, virtual agents and live chat. We had a number of attendees stop by the Creative Virtual table to see more live examples of chatbots and virtual agents.

Virtual Agent 40

Virtual Agent Banking Chatbots Self service 40

Creative Virtual

SEPTEMBER 17, 2019

It’s hard to find anyone involved with the chatbot and virtual agent industry who hasn’t heard the cautionary tale of Microsoft’s AI chatbot Tay. Described as a ‘machine learning project designed for human engagement,’ Tay ended up becoming an often-cited example of an AI chatbot gone wrong. By Chris Ezekiel, Founder & CEO.

Chatbots 40

Chatbots Virtual Agent Enterprise Self service 40

Creative Virtual

OCTOBER 8, 2019

I started building virtual agents and chatbots for customer service more than 12 years ago. In my experience, there has been a major shift in customer expectations since 2015/2016 in the customer service chatbot industry. By Jeff Clifford, Project/Account Manager. A lot has certainly changed in that time.

Chatbots 40

Chatbots Virtual Agent Customer Service Self service 40