Virtual Agents in the Contact Center: Data Gathering Made Easy

NICE 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

NICE 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.

Step 3 of 5: AI Self-Service Without Compromise – AI Without Data is Like a Race Car Without Fuel

SmartAction

This is the third 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.

5 Best Practices for AI Self-Service Without Compromise

Speaker: Tom Lewis, CEO of SmartAction

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 3 of 5: AI Self-Service Without Compromise – AI Without Data is Like a Race Car Without Fuel

SmartAction

This is the third 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.

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.

Step 4 of 5: AI Self-Service Without Compromise – Avoid Siloed Channels With a Unified, Omnichannel CX Platform

SmartAction

This is the fourth 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.

We’re Coming to Rescue Your Failing Chatbot Project!

Creative Virtual

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. As someone who has been involved with virtual agent and chatbot technology since its infancy, I felt passionately that it was time for my company to act – and the expert team at Creative Virtual agreed. Creative Virtual is in a unique position to rescue these failing chatbot projects.

Automate Contact Center Outbound Calls and Texts for Positive ROI

NICE 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.

Step 5 of 5: AI Self-Service Without Compromise – Human-Centric Design from a Team of CX Experts

SmartAction

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. What does a best-of-breed CX team look like? Step 4>> . .

AI, Customer Experience and the Financial Services Industry

Creative Virtual

When I founded Creative Virtual over 15 years ago, our very first customer was a financial organisation. 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. By Chris Ezekiel, Founder & CEO.

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.

Self-Service Strategies for Elevating CX at Your Contact Centre

NICE inContact

In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. Self-service not only has benefits for consumers and businesses, but for advisors and agents as well. ICMI Research indicates that, with the right self-service strategy, agent satisfaction actually can increase.

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.

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.

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

NICE 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.

It’s Time to be Smart About Your AI Strategy

Creative Virtual

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. Whether you use chatbots, virtual agents, conversational AI or one of the other numerous terms in the market today to describe this technology, one of the biggest challenges the industry faces (besides the inconsistent terminology!) By Chris Ezekiel, Founder & CEO.

How can we confirm IVAs will provide the same information as our contact center agents?

DMG

Question: We’re considering the addition of intelligent virtual agent capabilities to provide 24/7 customer service. How can we confirm they will provide the same information as our contact center agents? Answer: To ensure an intelligent virtual agent (IVA) delivers responses that are consistent with a human agent – and vice versa –requires a single source of “truth” for all users: internal and external, human and automated. human agent or IVA).

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.

DMG Consulting Releases 2019 Call Tracking Product Report

DMG

Call tracking is also a step in the customer journey; it gathers important details about customers and their buying preferences, and shares this data with the contact center, where it can be used to optimize sales by routing calls to the most appropriate agent. It explains how these solutions are being used, their benefits, and highlights best practices to help companies realize the greatest return from their investment.

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.

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 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.

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.

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.

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).

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.

Creating a Better Experience for Indian Customers

Creative Virtual

The Customer Experience Management (CXM) 2019 event that took place in Mumbai on 25th April at the Hilton Hotel turned out to be a wonderful experience for Creative Virtual. Creative Virtual sponsored the event as the CX Product Leader Partner. By Anand Gupta, Knowledgebase Author.

Conversational AI in the Contact Centre

Creative Virtual

Contact centres require a great deal of investment for organisations – from recruiting and training staff to putting the right tools in place for agents – and yet still often deliver a poor customer experience. Plagued by long wait times, agents dealing with inadequate or incomplete access to information and a disconnect from digital channels, contact centres are struggling to meet customer service expectations.