SmartAction

MAY 23, 2019

This is the fifth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Best Practice #5: Human-Centric Design from a team of CX Experts. To do this, Solutions Consultants spend their time digging into data – both quantitative and qualitative. Solutions Expert.

Self service 40

Self service Virtual Agent Contact Center Engineering 40

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. This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents. Best Practice #2: Virtual agents need “guardrails”.

Virtual Agent 46

Virtual Agent Self service Best practices Chatbots 46

SmartAction

OCTOBER 2, 2018

Electrolux, the 2nd largest home appliance manufacturer in the world who sells under a variety of brand names worldwide like Frigidaire and AEG, made the transformation to AI-powered virtual agents six months ago to automate more in their contact center. 14% of callers request a live agent transfer. 9% of callers hang up.

Virtual Agent 47

Virtual Agent Average Handle Time Contact Center outsourcing 47

NICE inContact

NOVEMBER 16, 2018

But there are dozens of other processes in which agents collect information from a customer over the phone, and these calls aren’t just long, they’re expensive. Many companies have been able to significantly reduce live agent minutes and the average handle time for calls by using virtual agents to take over the drudgery of data gathering.

Virtual Agent 48

Virtual Agent Contact Center Average Handle Time Call Center 48

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NICE inContact

SEPTEMBER 17, 2019

By combining NICE inContact with SmartAction’s AI-powered virtual agent, DSW ultimately found the right human-machine balance without compromising an ounce of CX. Today, live agents are optimized to help customers more quickly on complex needs. Average handle time (AHT) , a key CX metric, has fallen by two minutes!

Customer Experience 55

Customer Experience Virtual Agent Average Handle Time Self service 55

NICE inContact

MARCH 28, 2018

Integration with CRM and other applications provide a complete customer context in terms of profile, interaction and transaction data that helps agents solve customer issues right, the first time. Average Handle Time (AHT) – This is one of the most significant metrics when it comes to driving down costs.

Metrics 48

Metrics Customer Experience Average Handle Time Self service 48