Creative Virtual

JULY 10, 2020

There have been lots of discussions, articles and analyst deep dives into companies’ digital transformations being driven or accelerated by the COVID-19 pandemic and the associated shutdowns and mitigation efforts. In fact, our very first enterprise customer was a large financial services group – and they are still a customer today!

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Virtual Agent Banking Self service Government 52

SmartAction

NOVEMBER 22, 2023

In this article, we’ll explore why you should implement voice-driven AI in your call center, and provide tips for contact center managers when implementing this technology. Conversational AI helps them out of what seems to be an endless cycle of button pressing and voice prompts to connect them immediately with a virtual agent.

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Contact Center Interactive Voice Response Virtual Agent Management 88

3CLogic

APRIL 20, 2021

It’s no surprise then that leading companies are adopting voice self-service solutions in addition to their IVR solutions to not only manage call volume but provide a higher quality of customer service and improve call agent performance. The question is no longer should I adopt voice self-service for my contact center?

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Self service Interactive Voice Response Call flow Contact Center 52

SmartAction

OCTOBER 26, 2023

This article explores how the last three years have ushered in a new era for healthcare IVR systems and contact centers, fundamentally altering patient engagement and service delivery. Importantly, patients gain swift access to information and self-service options whenever they need assistance.

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Healthcare Interactive Voice Response Virtual Agent Self service 66

SmartAction

NOVEMBER 1, 2023

When used in business, conversational artificial intelligence (AI) supports overall call center operations by providing self-service options, 24/7 availability, and real-time data and analytics – while lowering costs and increasing profits. Our virtual agents can solve 80% to 90% of customer problems.

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Contact Center Virtual Agent Interactive Voice Response Chatbots 63

Creative Virtual

JULY 21, 2022

Recently I was invited to contribute an article to the Collaboration Journal, a quarterly publication from the Collaboration Network, as a guest columnist. The Journal always features a variety of thought leadership articles focused on achieving better outcomes for customers and employees. By Chris Ezekiel, Founder & CEO.

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Virtual Agent Self service Chatbots Technology 52

Interactions

JUNE 25, 2020

This recent article from the Wall Street Journal explained some consumers’ plight as they tried to contact some famous brands after their purchases and got stuck in the hold time void. . Without automation and self-service, every customer requires an agent’s help to resolve their query. Virtual Agents can help.

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Virtual Agent Journey mapping Self service Contact Center 71

SmartAction

OCTOBER 25, 2023

Speed, simplicity, and the ability to express their needs fluently without the hassles of navigating chatbots or sifting through help articles. Personalization : A staggering 72% of consumers expect customer service to recognize their identity and purchasing history.

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Interactive Voice Response Customer Service Virtual Agent Self service 88

Talkdesk

MARCH 24, 2020

An increasing number of customers prefer to use self-service channels to get their questions answered, and they want that information delivered in a truly personalized way. Knowledge base admins realize the same benefits from an AI-powered solution.

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Average Handle Time Self service First call resolution Virtual Agent 57

Uniphore

JANUARY 21, 2022

Conversational AI and automation can solve many self-service woes. AI-powered intelligent virtual agents (IVRs) make it easier for members to update their policies, schedule routine healthcare and ensure appointments are made. Download the Article.

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Healthcare Virtual Agent Interactive Voice Response Self service 98

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services. The partnership is already creating interest in the marketplace, with the companies currently collaborating on several projects. About Spitch.

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Virtual Agent Self service Banking Chatbots 59

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services. The partnership is already creating interest in the marketplace, with the companies currently collaborating on several projects. About Spitch.

Virtual Agent 52

Virtual Agent Self service Banking Chatbots 52

DMG Consulting

OCTOBER 6, 2023

Applications for Contact Centers/Customer Service Generative AI has caught the attention and imaginations of vendors and enterprises, driving investments in a large and growing variety of applications for contact centers (sales, marketing, service, collections, technical support, etc.) and customer service organizations.

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Contact Center Call flow Enterprise Virtual Agent 59

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. Now back to the NY Times article by Thomas Friedman. Yet, data continues to show increases in the number of agents, rather than a decrease. Why Containment Rate Matters.

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Virtual Agent Chatbots Gamification Contact Center 62

UJET

NOVEMBER 3, 2020

AI solves this problem by routing customers to the ideal customer service solutions quickly. A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. AI Streamlines Agent Training.

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Customer Service Virtual Agent Interactive Voice Response Gamification 82

UJET

NOVEMBER 3, 2020

AI solves this problem by routing customers to the ideal customer service solutions quickly. A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. AI Streamlines Agent Training.

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Customer Service Virtual Agent Interactive Voice Response Gamification 72

Lumoa

NOVEMBER 30, 2022

Well, this article will cover everything you need to know; from the benefits of the tech to the drawbacks, as well as several real-life use cases to inspire you. Another great idea to explore is offering a digital sales agent that is voice-enabled. This allows customers to track their inquiries on a self-service platform.

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Customer Experience Chatbots Virtual Agent Sales 83

Creative Virtual

OCTOBER 30, 2018

The explosion of media hype around artificial intelligence (AI) and chatbots over the past few years – and the subsequent confusion in the customer experience (CX) space – is one of topics Creative Virtual discusses in our article for The Parliamentary Review.

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Best practices Chatbots Virtual Agent Self service 40

Creative Virtual

MAY 27, 2021

Recently I’ve come across some articles claiming customers, who are increasingly turning to digital channels, hate using chatbots and just want to talk to a human. Rachel F Freeman, a conversational AI expert, started working with chatbots and virtual agents in 2000.

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Chatbots Virtual Agent Self service Technology 59

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. Customer service has the power to make or break a company. Use Technology for Self Service. Read Shep’s latest Forbes Article: The Customer, Not Santa, Is Bringing You A Gift.

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Contact Center Customer Service Chatbots Virtual Agent 112

GetFeedback

APRIL 17, 2019

Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support. In this article, we’ll discuss the key four reasons why some customers prefer to suffer silently and then leave you for your competitors. Creating a self-service customer portal helps to avoid such situations.

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Customer Service CRM Self service Gamification 102

Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 as we also celebrated the 15th anniversary of Creative Virtual. You can read the full article here.

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Virtual Agent Chatbots Best practices Benchmark 40

SharpenCX

OCTOBER 15, 2023

According to a 2023 article by Majed Alshamari and Thanaa Alsalem published in the Journal of Computer Science , “Usable Artificial Intelligence (AI) application refers to an AI solution that is characterized by the easiness of use and learning through an optimum interface established by a proficient Human-Computer Interface (HCI) design.”

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Contact Center Interactive Voice Response Virtual Agent Technology 67

Creative Virtual

JANUARY 26, 2023

Industry experts are publishing articles about it, social networks are filled with comments about it, and local, national, and global news organisations are reporting stories about it. You can’t deliver reliable, accurate self-service tools if you can never be certain what response might be given.

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Virtual Agent Chatbots APIs Engineering 52

DMG Consulting

MARCH 30, 2021

View this article on the publisher’s website. A speedy transition was vital, and there was little time for niceties like making sure agents and other employees had a quiet place to work, high-speed bandwidth, a properly configured PC, or even a chair. Contact Centers’ Digital Transformation Has Only Begun.

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Contact Center Real estate Self service Enterprise 79

Creative Virtual

DECEMBER 13, 2018

It’s been another exciting year not only for Creative Virtual as a company, but also for the virtual agent, chatbot and live chat industry, with lots of new developments and innovation. You can read our full article here. You can watch the recording on-demand here.

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Virtual Agent Transportation Chatbots Multichannel 40

NICE inContact

SEPTEMBER 11, 2018

Some have turned to AI to power virtual agents, chatbots and other self-service channels. The strategic and practical value of the virtual agent is its ability to address calls when there are wait times. Read the full article on ICMI.com. Decreased average handle time by 10 percent.

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contact center solutions Cloud contact Contact Center Virtual Agent 48

Kayako

SEPTEMBER 17, 2015

A Frequently Asked Question section (FAQs) is without a doubt the most commonly used tool in self-service. But now for some things you may not know: Have you ever thought that your FAQs may be hurting your self-service? This scenario also affected virtual agents, devaluing their ROI). Final 5 on FAQS.

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Self service Best practices Virtual Agent Education 95

Outsource Consultants

JANUARY 11, 2018

In a recent article , Shelby Faris takes in in-depth look at Interactive Voice Response (IVR) technology. She acknowledges that though IVR is a vital component of many companies’ customer service, it’s not without its faults. 4 Ways Companies Benefit from Using IVR Services. Need IVR services? We can help!

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SmartAction

APRIL 24, 2019

This is the second of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Read Part 1 here >> Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. We don’t want to automate that yet.”).

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Virtual Agent Self service Best practices Chatbots 46

DMG Consulting

SEPTEMBER 24, 2021

View this article on the publisher’s website. Companies need to be able to conduct business in an increasingly virtual and digital environment, as this is what their customers expect. The Transformational Value of Interaction Analytics. July 7, 2021 Donna Fluss.

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Analytics Enterprise Contact Center Quality management 77

Playvox

JANUARY 13, 2022

Many newer at-home workers, including contact center agents, find they like working from home, and an eye-popping 58% of remote employees would rather find a new job than return to the office. Related Article: Ensuring Your Agents Are Fully Operational Working from Home. Gen Z Has Arrived.

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Contact Center CRM Entertainment Virtual Agent 79

DMG Consulting

APRIL 11, 2022

Logically, integration with intelligent virtual agents (IVAs) to provide comprehensive smart automation to customers via self-service applications is one of the most common uses. Beyond their value as stand-alone offerings, RPA capabilities are increasingly being used to augment the benefits of third-party solutions.

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Real estate Government Virtual Agent Contact Center 48

aircall

DECEMBER 30, 2016

A virtual call center will also allow your team to work remotely. Virtual agents can be hugely advantageous to a call center especially a fledgling one. This subject warranted an article of its own, so here is a more detailed guide on the subject of choosing the right business phone system. Alternative service channels.

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Call Center Virtual Agent virtual call center CRM 97

CSM Magazine

MARCH 18, 2021

Not only in marketing and sales, but also in service. They want and need to digitize and automate more with meaningful self-service solutions. Glock: As customers, there are four hurdles that customer service has to overcome. Here, bots could greatly increase the quality of customer service.

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Customer Service Chatbots Virtual Agent Contact Center 75

aircall

DECEMBER 30, 2016

A virtual call center will also allow your team to work remotely. Virtual agents can be hugely advantageous to a call center especially a fledgling one. This subject warranted an article of its own, so here is a more detailed guide on the subject of choosing the right business phone system. Alternative service channels.

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Call Center Virtual Agent virtual call center CRM 88

DMG Consulting

SEPTEMBER 20, 2021

View this article on the publisher’s website. It’s bizarre that it took a highly contagious virus to drive so much innovation in the world of service, but this is one of the positive outcomes of this challenging situation. Contact Centers’ Road Map to Success in the New Normal. May 25, 2021 Donna Fluss.

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Contact Center Real estate Self service Enterprise 48