SharpenCX

OCTOBER 15, 2023

Contact centers specifically are rife with opportunities to incorporate AI and automation. Let’s explore the concept of usable AI and three key areas to consider as you incorporate AI and automation into your contact center. By automating internal processes, you should be improving your agent experience.

Contact Center 67

Contact Center Interactive Voice Response Virtual Agent Technology 67

DMG Consulting

AUGUST 16, 2022

What’s more, consumers believe they have the right to interact with an organization in multiple channels and, when appropriate, to pivot between channels, such as when an intelligent virtual agent (IVA) needs to send information to a consumer’s cell phone via SMS during a phone conversation. IVAs Are Good for Agents and CX.

Self service 48

Self service Interactive Voice Response Virtual Agent Contact Center 48

SmartAction

MARCH 7, 2023

Right now, according to Gartner, more than 70% of business professionals regularly interact with conversational platforms. Moreover, Gartner estimates that one in 10 agent interactions will be automated by 2026, an increase from the current 1.6% rate of AI-automated interactions.

Multichannel 85

Multichannel Virtual Agent Self service Accountability 85