article thumbnail

The Hybrid Contact Center Workforce of 2030

DMG Consulting

The Hybrid Contact Center Workforce of 2030. It’s 2030, and one of your agents is making mistakes. Intelligent virtual agents (IVAs) and attended robot process automation (RPA, also known as robots) are being used to enhance productivity and service quality. 11/26/2019. By Donna Fluss.

article thumbnail

How an Artificial Intelligence Chatbot Can Revolutionize Your Customer Support Operation

Solvvy

NLG is the technology behind branded virtual assistants, such as Google Assistant. In addition to virtual assistants designed for consumers, NLG can also enable virtual agents to provide information to callers reaching out for customer service. . Acumen Research and Consulting predicts a 23.7%