Creative Virtual

MAY 28, 2020

Do you have a chatbot or virtual agent on your roadmap? Are you curious about successful use cases for AI-enhanced virtual agents? If so, you’ll want to reserve your spot now to join Creative Virtual and Engage Customer for their upcoming webinar, Tips for Deploying AI Chatbots & Virtual Agents.

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Virtual Agent Chatbots Self service Best practices 52

SmartAction

FEBRUARY 21, 2020

Frictionless experiences with conversational AI are not created by accident, but meticulously crafted by expert designers who know exactly how humans interact best with machines. Fabletics leverages a Virtual Agent to interact with their customers every time you call them. Keep it Conversational. But many should be.

Virtual Agent 55

Virtual Agent Self service Best practices Enterprise 55

Expivia

FEBRUARY 15, 2024

With a suite of tools ranging from Enlighten Actions to Autopilot and beyond, NICE CXone is setting a new standard for what businesses can expect from their customer service technology. Dive deeper into how these innovations can transform your service delivery by visiting our website and staying tuned for more insights.

Virtual Agent 75

Virtual Agent APIs Analytics Chatbots 75

Creative Virtual

OCTOBER 30, 2018

Every industry has best practices – guidelines, methods or techniques accepted as the most efficient and effective way to accomplish a desired result. Sometimes when something new comes along or starts to get industry attention, the hype can make it easy to confuse jumping on the bandwagon with following proven best practice.

Best practices 40

Best practices Chatbots Virtual Agent Self service 40

Uniphore

JULY 21, 2021

According to Gartner, customer service leaders should focus on these seven knowledge management best practices for improved customer service. While many companies just assume customers can find a solution by “Googling it,” the truth is that pages need to follow search engine optimization (SEO) best practices to be easily discovered.

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Best practices Customer Service Management Contact Center 52

Creative Virtual

JANUARY 8, 2019

Helping organisations navigate through this has as much to do with the expertise of our people as the actual technology; and with such an experienced and dedicated team I know we are on the right path to remain at the forefront of the chatbot/AI/contact centre revolution! Here’s to the next fifteen years and the new challenges that lie ahead!

Virtual Agent 40

Virtual Agent Chatbots Transportation Best practices 40

NICE inContact

DECEMBER 10, 2018

As a contact center leader, you work extremely hard to mitigate these challenges, but because you are pulled in many different directions, it is tough to keep your best agents. Not to mention, technology constraints can sometimes make it difficult to improve the agent experience.

Virtual Agent 48

Virtual Agent Contact Center Accountability Technology 48

DMG Consulting

AUGUST 17, 2017

These 8 Technologies Are Transforming the Contact Center. Bots and the more advanced intelligent virtual agents (IVAs), enabled by AI and machine learning, are rightfully attracting a great deal of attention. For most of its 30-year existence, this technology has not fully delivered the goods. Monthly DMG Newsletter.

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Contact Center Technology Big data Gamification 69

TechSee

SEPTEMBER 21, 2023

This allows Sophie AI’s applications to naturally and organically assist agents, engineers, and customers in their context, using your best practices and operating procedures to guide them to full resolution. Furthermore, Sophie AI is built on state-of-the-art LLM management and optimization technology.

Engineering 109

Engineering Enterprise Chatbots Self service 109

TechSee

JANUARY 14, 2020

Automatic forecasting takes the huge volumes of data collected daily by contact centers and analyzes it all to reveal trends and draw conclusions about emerging best practices. Why agents are embracing the change. Rejecting doomsday predictions that robots will take their jobs, many agents are embracing AI technology.

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Call Center Virtual Agent Self service Contact Center 124

Creative Virtual

SEPTEMBER 7, 2022

Conversational AI is a very hot and in-demand technology right now. This is why AIxOutlook, a part of Sceptertech Digital, are conducting their Best Practice Research. Another vital differentiator identified in the report is our approach to AI and the training of our chatbots and virtual agents.

Virtual Agent 52

Virtual Agent Chatbots Benchmark Best practices 52

TechSee

JANUARY 14, 2020

Automatic forecasting takes the huge volumes of data collected daily by contact centers and analyzes it all to reveal trends and draw conclusions about emerging best practices. Rejecting doomsday predictions that robots will take their jobs, many agents are embracing AI technology. Smarter Agents. Specialization.

Virtual Agent 109

Virtual Agent Self service Contact Center Call Center 109

Creative Virtual

JUNE 22, 2020

Today I’m proud to be sharing Creative Virtual’s introduction of the Neutrino release of V-Person , our innovative virtual agent and chatbot technology. When I first founded Creative Virtual in late 2003, chatbot and virtual agent technology was still very new in the customer service space.

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Personalization Virtual Agent Chatbots Employee engagement 52

DMG Consulting

MARCH 31, 2022

DMG estimates that more than 90 percent of the self-service solutions in use today are outdated and need a complete overhaul of their technology, functionality, and user experience. Many of these voice-based self-service solutions were built more than 10 or 15 years ago, when the technology was limited. & Solving the Problem.

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Self service Interactive Voice Response Virtual Agent Government 54

SmartAction

JUNE 9, 2023

Let’s explore this growing technology by understanding what it truly is, reviewing some examples of its applications, diving into its inner workings, and highlighting the associated benefits and challenges businesses and contact centers should consider. Chatbots and virtual agents may provide irrelevant or inaccurate responses.

Virtual Agent 72

Virtual Agent Chatbots Self service Feedback 72

Interactions

APRIL 14, 2021

Constantly evolving regulations and best practices can make it challenging for companies to decide on the best solutions to improve their businesses. The agent on the other side of the communication should understand that the debtor is going through a hard time and they want to figure out how to get out of the mess.

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Virtual Agent Call flow Call Center Finance 90

Creative Virtual

APRIL 2, 2020

Advancements over the past several years in conversational AI technologies, including chatbots and virtual agents, have made them a go-to solution for providing cost-effective and easy-to-use support on digital channels. There are lots of published statistics and success stories that prove the business value of this technology.

Self service 52

Self service Virtual Agent Chatbots Government 52

Balto

JULY 5, 2023

Here’s the truth: The march of progress means at some point, human agents will likely be mostly replaced and automated by AI. The Current State of AI Technology How often have we heard, “Once AI can do _, then it will be truly intelligent.” Scale processes and best practices to your agents to drive quality and consistency.

Contact Center 52

Contact Center Virtual Agent Chatbots Best practices 52

Interactions

SEPTEMBER 30, 2021

With a patient-centric approach, technology is required to support quality experiences at scale. Conversational AI can improve patient experiences, but without channel strategy, the technology can fall flat. Improve Agent Productivity & Engagement. How can Conversational AI improve patient engagement?

Healthcare 62

Healthcare Virtual Agent Self service Best practices 62

Creative Virtual

DECEMBER 10, 2020

I don’t need to tell you that not everything went as planned, but there were still some bright spots for us and the chatbot, virtual agent and live chat industry. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen. 2020 was a record-breaking year for use of our virtual agent and chatbot implementations.

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Virtual Agent Chatbots Technology Personalization 52

Creative Virtual

MARCH 27, 2020

With physical offices and locations closed, many are struggling with the influx of customer questions to their contact centres – an issue that may be compounded by the sudden need to support agents working from home. The post A Successful Self-Service Strategy Requires Looking at the Bigger Picture appeared first on Creative Virtual.

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Self service Virtual Agent Chatbots Best practices 52

DMG Consulting

MARCH 1, 2020

What makes this so strange is that the quality of the IVR applications offered by many enterprises has not improved substantially in the past five to 10 years, even as the underlying technology has been greatly enhanced. And IVA technology is the way to get there. Like what you’re reading? Sign up for DMG’s free monthly newsletter.

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Self service Interactive Voice Response Enterprise Virtual Agent 87

Creative Virtual

JUNE 13, 2019

Over the years, we’ve developed an expertise in creating, implementing and maintaining chatbot, virtual agent and live chat solutions for major financial organisations. Through a series of live demonstrations, I’ll show best practices for implementing chatbots, virtual agents and live chat.

Virtual Agent 40

Virtual Agent Customer Experience Chatbots Best practices 40

Creative Virtual

APRIL 7, 2020

We took a look at some of the benefits of using AI-enhanced chatbots and virtual agents to offer customer self-service. In Part 2, let’s explore how this technology can be deployed as an Agent Assist tool to support your contact centre agents. Reducing AHT but not solving those customers’ issues benefits no one.

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Self service Virtual Agent Chatbots Government 52

DMG Consulting

AUGUST 2, 2017

In this age of digital transformation, customers and prospects must be able to easily access an enterprise from any channel – phone, self-service (websites, interactive voice response (IVR) systems, intelligent virtual agents (IVAs)), email, chat, co-browse, SMS, social media and video.

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Interactive Voice Response Contact Center CRM Virtual Agent 96

Creative Virtual

JULY 30, 2019

Telecommunications company Telstra was in the news when their virtual agent Codi, a joint project with IBM and LivePerson, was branded a ‘virtual moron-idiot’ by customers. We know intimately how well this technology can work for enterprises and don’t want them to continue to miss out on those benefits.

Chatbots 40

Chatbots Virtual Agent Telecommunications Enterprise 40

Interactions

APRIL 14, 2021

Constantly evolving regulations and best practices can make it challenging for companies to decide on the best solutions to improve their businesses. The agent on the other side of the communication should understand that the debtor is going through a hard time and they want to figure out how to get out of the mess.

Virtual Agent 62

Virtual Agent Call flow Call Center Finance 62

Creative Virtual

JANUARY 24, 2019

He’ll outline the essential components for using conversational AI solutions to improve the employee experience, from best practices for implementing chatbots, virtual agents and live chat to using an orchestration platform for centralised, consistent information and delivery.

Employee engagement 40

Employee engagement Virtual Agent Chatbots Best practices 40

Creative Virtual

AUGUST 22, 2019

I first started working in the world of virtual agents in 2000 and, even though the technology was very much in its infancy at the time, saw huge potential for innovation and growth in the industry. is the lack of understanding within organisations about deploying these solutions.

Virtual Agent 40

Virtual Agent Chatbots Self service Enterprise 40

Creative Virtual

NOVEMBER 10, 2020

Like many industry events this year, the annual HKCCA (Hong Kong Customer Contact Association) Symposium went virtual on 5 November. Our partner Continuous Technologies (CTINT) was once again an event sponsor and graciously invited me to present on the Symposium theme of Future Fit. By Chris Ezekiel, Founder & CEO.

Virtual Agent 52

Virtual Agent Chatbots Best practices Technology 52

Creative Virtual

SEPTEMBER 17, 2019

It’s hard to find anyone involved with the chatbot and virtual agent industry who hasn’t heard the cautionary tale of Microsoft’s AI chatbot Tay. The industry suddenly became saturated with both false promises about the capabilities of the technology and a plethora of new start-ups claiming to have AI-powered customer service bots.

Chatbots 40

Chatbots Virtual Agent Enterprise Self service 40

Interactions

MAY 14, 2020

One interesting shift from pre-pandemic to the new normal will certainly be people’s comfort with using technology in their personal and business lives. You can be the most secure company in the world, but if your consumers don’t know about your security, they won’t feel comfortable using your technology. The Golden Opportunity.

Virtual Agent 71

Virtual Agent Self service Contact Center Healthcare 71

Call Design

AUGUST 9, 2021

Technology is always advancing so to remain competitive it is important for every organisation to regularly review the systems and processes in place to see how these can be improved. This has shown that humans and virtual agents can operate as co-workers helping to make the agents’ job more interesting.

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Interactive Voice Response Chatbots Coaching Virtual Agent 78

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. While conversational AI technology is amazing and transformative for the contact center, it is only a toolset.

Self service 40

Self service Virtual Agent Contact Center Engineering 40

Interactions

OCTOBER 15, 2021

It’s all about bringing together technology, design, and data for an integrated and successful result. Instead of using technology to increase the quality of conversation in their business, they use automation technology to turn conversations into transactional communication. . With the right technology and design, yes.

Virtual Agent 62

Virtual Agent Wait times Best practices Technology 62

DMG Consulting

FEBRUARY 14, 2022

The Report provides use cases for AI today and looks ahead to discuss the exciting future of this technology, also analyzing the value proposition and payback for its adoption in each application. A leader in vendor-agnostic research and consulting, DMG is the only firm whose expertise spans operations and technology.

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Consulting Consulting Contact Center Virtual Agent 48