Banking Technology Virtual Agent Wait times 
Interactions
SEPTEMBER 2, 2021
Bank technology is shifting. Specifically, the automated customer service technology. Once only powered by human agents, the first automated technology that was introduced in the contact center acted mainly as a way to redirect calls to the right department. Compliance and regulation are also important in banking.
Creative Virtual
APRIL 30, 2020
Customers are taking to social media to complain about being unable to get through to call centres and being disconnected after waiting on hold for hours. Companies are asking customers to avoid calling them and adding notifications about long call wait times on their websites.
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SmartAction
FEBRUARY 20, 2024
As we venture further into the digital age, Artificial Intelligence (AI) and voice automation are becoming key players in enhancing customer experiences and streamlining banking operations. Let’s explore the pivotal role of automation in financial services, focusing on its impact on customer service and the future of banking.
3CLogic
JANUARY 24, 2024
Are they met by long wait times and low-performing agents? Are your agents spending considerable time answering common requests (password resets, case status updates, etc.), potentially limiting their ability to answer complex inquiries and increasing call wait times? Or is the opposite true?
AWS Machine Learning
SEPTEMBER 29, 2022
The rise of artificial intelligence technologies enables organizations to adopt and improve self-service capabilities in contact center operations to create a more proactive, timely, and effective customer experience. As a result, customers benefit from reduced wait time and faster call resolution time, especially during peak hours.
Creative Virtual
APRIL 14, 2020
We can always clearly see social patterns and trends being reflected in the usage of our virtual agents. During crisis times, no matter how big or small, the usage stats always jump up and the vast majority of the increase can often be attributed to those recent events or announcements.
UJET
MARCH 22, 2021
IVRs have evolved considerably over the last 30 some years, but, before jumping straight into the latest technology, we first need to address how the customers who are interacting with these IVRs have also evolved. Simply bolting new technologies onto a legacy system or a more modern cloud-based system is never the solution.
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