Virtual Agents in the Contact Center: Data Gathering Made Easy

inContact

When it comes to reducing expenses within contact center operations, one of the best ways to do so is to reduce the amount of time that live agents spend on the phone. Check back next month for the third of our four-part series on how virtual agents are automating the contact center!

Step 2 of 5: AI Self-Service Without Compromise – Virtual Agents Need “Guardrails”

SmartAction

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.

Electrolux Assesses Their First 6 Months with Virtual Agents

SmartAction

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.

Virtual Agents in the Contact Center: Automate One Routine Call Type at a Time

inContact

The biggest challenge facing every contact center is agent churn. Many agents are bored, unengaged, and generally unhappy, and they churn at a rate of 33% across all industries. 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.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

but also best practices and proven use-cases over the last two. Answer: Virtual assistant (VA) Also called virtual customer assistants, chatbots, avatars, virtual. agents, or concierges, VAs help businesses wow customers with. agents. agents.

The AI-Powered Virtual Agent by Frost & Sullivan

SmartAction

The following is an excerpt from Frost & Sullivan’s white paper, “The AI-Powered Virtual Agent: Actionable Strategies for Contact Center Leaders.”. Read the full paper to find out how leading companies are using cloud-based virtual agents to automate more in their contact centers.

11 Keys to Designing Effective IVAs

DMG

Recent advancements in artificial intelligence, coupled with consumer partiality for digital channels, are driving interest in and adoption of intelligent virtual assistants (IVAs) and a related technology, robotic process automation (RPA), or “bots.” Organizations are starting to engineer service experiences that combine the best of self-service automation with human-assisted elements, a win-win for enterprises looking to reduce operating costs. IVA Best Practices .

Jumping on the Bandwagon isn’t the Same as Following Best Practice

Creative Virtual

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. Creative Virtual was invited to contribute this year as a Best Practice Representative for the technology sector.

How to Setup a Virtual Call Center for Under 50 Bucks and Under an Hour

Fenero

Gone are the days where you have to find a location to house your agents and sign a long-term lease for call center space. Now are the days where you need to spend time to find a partner that can help you set up your virtual call center in under an hour and without any upfront CapEx. Gone are the days where you have to go to your personal banker to take out a loan to purchase an expensive PBX or a dialer.

IVA Is the Future of Voice Self-Service

DMG

Intelligent virtual assistants (IVAs) are systems that use artificial intelligence (AI), machine learning, natural language processing (NLP) and natural language understanding (NLU) to automate the handling of customers’ and employees’ requests and tasks that can be addressed and resolved without requiring the cognitive capabilities of human beings. This is often the reason why customers request a live agent.) IVA Is the Future of Voice Self-Service. By Donna Fluss.

Step 1 of 5: AI Self-Service Without Compromise – Identifying the Perfect Fit

SmartAction

This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handled by live agents. This is the first of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise.

IVAs Can Remake the Self-Service Landscape

DMG

Consumers of all ages are showing a preference for self-service solutions over talking to agents or using chat boxes, provided they do their jobs well. Vendors that offer IVAs now have to figure out how to deliver these solutions cost-effectively and identify best practices.

These 8 Technologies Are Transforming the Contact Center

DMG

Bots and the more advanced intelligent virtual agents (IVAs), enabled by AI and machine learning, are rightfully attracting a great deal of attention. The success of speech analytics demonstrates how good technology accompanied by best practices is a winning formula for companies that can afford the investment. The lack of best practices for carrying out a successful KM implementation resulted in a plethora of frustrated users.

Automate Contact Center Outbound Calls and Texts for Positive ROI

inContact

For many companies, making outbound calls and texts to customers makes up a large volume of everyday work that their live agents handle today. However, these repetitive call types need to be made hundreds of times per day, and can often make up a large part of a live agent’s daily routine. While necessary, outbound notification calls are often extremely expensive and take an enormous amount of time, since agents must dial each customer consecutively.

Knowledge Management in the Era of AI

DMG

Below a list of some of innovation and distinguishing features among the leading KM solutions in the market: A KM methodology like knowledge-centered support (KCS) and other best practices are being embedded within the applications, which help organizations succeed with the solution. Knowledge Management in the Era of AI. 7/4/2018. By Donna Fluss. View this document on the publisher’s website.

Employee Engagement and the Digital Workplace

Creative Virtual

Creative Virtual Founder & CEO, Chris Ezekiel, will draw on his experience in the industry to present on Conversational AI for Employee Engagement. 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 Remains a Top Priority Alongside Customer Engagement for 2019

Creative Virtual

They are also coming to understand that many of the same digital tools, such as chatbots and virtual agents, that they are utilising to improve their customer experience can also be leveraged to improve their employee experience. The event agenda featured presentations and panel discussions focused around practical uses of artificial intelligence (AI) in the customer and employee engagement spaces. By Liam Ryan, Sales Director.

Are You Ready for Digital Transformation?

DMG

Best practices are starting to emerge to help contact centers make the necessary changes in operations, people and technology to position them to support an increasingly digital world. One component of the digital transformation will be investments in technology to automate activities that previously required the participation of agents and other employees. Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below.

Build your business case to invest more in customer experience – Learn the metrics that move the needle

inContact

First Contact Resolution (FCR) – If you were to choose one other metric (other than CSAT) to measure customer experience that would be FCR, the ability to provide a resolution to customers issues the very first time they connect with agents.

Humans & AI: The Perfect CX Power Couple

Creative Virtual

Speaker: Chris Ezekiel, Founder & CEO, Creative Virtual. In this webinar, part of CRMXchange’s Technology Innovation Showcase series, Creative Virtual’s Founder & CEO, Chris Ezekiel shares an inside look at bringing together AI and human input to provide quality self-service options, improve live chat and contact center performance, and increase customer satisfaction scores. The post Humans & AI: The Perfect CX Power Couple appeared first on Creative Virtual.

C+UX: Innovations and Tips for Your Customer Experience Strategy

Creative Virtual

Creative Virtual Founder & CEO, Chris Ezekiel will be presenting a seminar on Thursday at 14:00 in Theatre 16 , ‘Top Tips for Implementing Chatbots and Virtual Agents in 2019’. Be sure to join Chris as he cuts through the artificial intelligence (AI) and chatbot hype to share best practices for selecting, deploying and maintaining a successful self-service solution. By Mandy Reed, Marketing Manager (Global).

The Platform at the Heart of a Seamless and Efficient Customer Experience

Creative Virtual

There’s such a buzz around artificial intelligence (AI) and chatbots today, and it’s certainly a space that has changed a lot since I founded Creative Virtual 15 years ago. During a recent webinar with Engage Customer, I shared some of those learnings and took attendees through current industry trends and best practices as well as sharing some new innovations. By Chris Ezekiel, Founder & CEO.

What was the best customer service and contact center content from 2018?

Liveops

Insights Report] CCW Executive Report: Remote Agents. This researched report by Customer Contact Week explores the benefits of a workforce strategy that embraces remote agents. It also debunks myths around concerns about organizational culture, agent engagement and managing performance.

The Omni-Channel Agent Experience

DMG

The Omni-Channel Agent Experience. 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. Customer and agents must be able to transition easily between channels. Thank you for your interest in DMG Consulting’s publications.

Creating Intimacy with APAC Customers Through Artificial Intelligence

Creative Virtual

Creative Virtual will once again be supporting our partner company Continuous Technologies at the annual conference. My presentation, titled ‘Artificial Intelligence, Customer Experience & the Contact Centre’, will provide practical advice and best practices for integrating chatbots, virtual agents and live chat with the contact centre to create successful digital transformation strategies. By Chris Ezekiel, Founder & CEO.

What was the best customer service and contact center content from 2018?

Liveops

Insights Report] CCW Executive Report: Remote Agents. This researched report by Customer Contact Week explores the benefits of a workforce strategy that embraces remote agents. It also debunks myths around concerns about organizational culture, agent engagement and managing performance.

A Chatbot for Your Contact Center

Creative Virtual

Contact centers around the world are celebrating Customer Service Week this week, recognizing their agents who deliver service and support to customers all year long. Chatbots and virtual agents have become essential tools for providing 24/7 self-service to digital customers. Contact centers require a great deal of investment – from recruiting and training staff to putting the necessary tools in place for agents. By Mandy Reed, Marketing Manager (Global).

A Look Back: 2018 in Review

Creative Virtual

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. This year we also had the opportunity to share our story in The Parliamentary Review as a Best Practice Representative for the technology sector. There were also some other noteworthy and news making announcements for individual members of the Creative Virtual team this year.

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report

DMG

DMG’s twelfth annual report on workforce management (WFM) delivers an incisive and comprehensive analysis of the vendors, products, pricing and best practices for this IT sector. Flex scheduling, agent self-service and adaptive real-time scheduling are the new standard of WFM. Leading WFM solutions have re-imagined the traditional fixed-shift staffing paradigm and utilize flex scheduling, which empowers agents to create and manage their own schedule via self-service portals.

Orchestrating a Seamless and Efficient Customer Experience

Creative Virtual

Chris Ezekiel, Founder & CEO of Creative Virtual, will join Engage Customer on Tuesday, 27 November for a webinar to address this question, Orchestrating a Seamless and Efficient Customer Experience. Through a series of live demonstrations and practical tips, attendees will learn: The benefits of centralising knowledge management control and using a single orchestration platform to deliver consistent support across contact channels. By Mandy Reed, Marketing Manager (Global).

C3 San Francisco 2018: Enabling conversational commerce for customer service

Creative Virtual

Creative Virtual is a sponsor for C3 San Francisco and will be lending our expertise in building and deploying conversational systems to the conference agenda. This session will address the important discussions organizations must have around human involvement in automated solutions and the best ways to implement machine learning and chatbots. The post C3 San Francisco 2018: Enabling conversational commerce for customer service appeared first on Creative Virtual.

CXtech: Exploring Technologies that are Transforming Customer Experience

Creative Virtual

Previously a sponsor of the AI & Robotics event, Creative Virtual is pleased to be a partner for CXtech this year. Chris Ezekiel, Founder & CEO of Creative Virtual, is one of the expert speaker at the event, presenting as part of the ‘Digital Automation, Chatbots and Virtual Assistants’ stream. Chris will share live demonstrations of chatbot and live chat implementations and discuss industry best practices for implementing successful digital CX initiatives.

Showcasing the Perfect CX Power Couple: Humans & AI

Creative Virtual

On Thursday, 6 September Chris Ezekiel , Creative Virtual’s Founder & CEO, will feature the combination of AI and human input during the company’s sixth annual CRMXchange Technology Innovation Showcase webinar. Through a series of live demonstrations, attendees will learn: Best practices for implementing chatbots, virtual agents, and live chat to provide accurate and seamless omnichannel engagement. By Mandy Reed, Marketing Manager (Global).

Why do you still have an FAQ section?

Kayako

For example, customers looking for a how-to solution may see a technical issue that is curious to them and click on it – aaaand there they go – one step closer to a live agent touch. Think of it this way: let’s say your FAQ titles are using some basic best practices.

Introducing BB: The Bold360 Chatbot

bold360 Blog

On the other end of the spectrum is a fully personified virtual agent that takes the form and personality of a human – with a face and a name. Here are some of the best practices we learned creating our bot friend. It can also allow you to explore new ideas and creative options to identify new best practices and then scale those across teams and different implementations.

May Verint Speakers: Customer Engagement, GDPR, Automation and More

Verint

A study published in 2017 investigated the presence and effects of relational language on intelligent virtual agents (IVAs). Data from large-scale, real-world enterprise IVA implementations revealed that people are increasingly relating to chatbots as they would human agents. Jen Snell, VP, product marketing, will serve as a panelist and speak on such popular digital and self-service topics as virtual assistants, SMS, chat and the modern IVR.

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report

DMG

DMG’s eleventh annual report on workforce management (WFM) delivers an incisive and comprehensive analysis of vendors, products, pricing and best practices for this IT sector. It analyzes the service, business and management trends that are redefining staffing paradigms, management practices, and how enterprises and their contact centers view and interact with their customers, prospects and employees.

Omnichannel Expertise: EPIC Connections and SmartAction Presented with Collaboration Award from NICE inContact

EPIC Connections

The collaborative session addressed omnichannel best practices in the contact center environment. We focus on building an environment where intelligent virtual agents are handling complex customer requests in every medium – voice, SMS text, chat, social media, and mobile.

Computer Telephony Integration: 8 Ways It Benefits Customer Support

aircall

Your agents’ only tool is their desktop computer, and even that isn’t written in stone. For instance, a VOIP business phone system matches a session to every agent, so they can work from different computers, even remotely or from home. Follow an agent’s performance during a call.

Computer Telephony Integration: 8 Ways It Benefits Customer Support

aircall

Your agents’ only tool is their desktop computer, and even that isn’t written in stone. For instance, a VOIP business phone system matches a session to every agent, so they can work from different computers, even remotely or from home. Follow an agent’s performance during a call.