AWS Machine Learning

JULY 29, 2022

In traditional contact centers, one solution for long hold times is enabling self-service options for customers using an Interactive Voice Response system (IVR). An IVR uses a set of automated menu options to help reduce agent call volumes by addressing common frequently asked requests without involving a live agent.

Contact Center 101

Contact Center Interactive Voice Response Self service Accountability 101

SmartAction

NOVEMBER 4, 2020

Just about everyone has an IVR horror story to share. Wanting to throw the phone against the wall in frustration after hearing an automated voice announce, “I’m sorry, but I didn’t get your response.”. Being forced to listen to repetitive menus. And, if that wasn’t bad enough, it adds noise.

Big data 54

Big data Interactive Voice Response Virtual Agent Scripts 54

ConvergeOne

DECEMBER 7, 2021

The underlying technologies of composability include some combination of artificial intelligence (AI), machine learning, automation, container-based architecture, big data, analytics, low-code and no-code development, Agile/DevOps deployment, cloud delivery, and applications with open APIs (microservices).

APIs 90

APIs Big data Analytics Engineering 90

TechSee

FEBRUARY 1, 2021

This data is culled from devices, networks, mobile applications, geolocations, detailed customer profiles, services usage and billing data. The chatbot scales responses to simple customer queries, thereby delivering the speed that customers demand. Robotic process automation (RPA).

Telecommunications 107

Telecommunications Chatbots Big data Average Handle Time 107

Natalie Petouhof

AUGUST 15, 2022

The authors describe how Systems of Listening should include capabilities for monitoring and tracking customer event data, such as “when a customer navigates a website, pushes an IVR button or receives input from IoT (internet of things) devices.” All of these support the Systems of Understanding and Predicting.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

Aspect

DECEMBER 27, 2017

Accordingly, I expect to see a range of new solutions see the light of day in 2018; solutions that bring the old solutions like Interactive Voice Response (cue the robotic ‘press 1 for English’ script) into the 21 st century, on a channel people actually like to use.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

Xaqt

FEBRUARY 6, 2020

Back then, Artificial Intelligence, APIs, Robotic Process Automation (RPA), and even "Big Data" weren't things yet. The RPA engine no longer needs to "ask" these types of questions because the context server already knows the state of each connected application and has visibility into all the data-points].

Contact Center 52

Contact Center Enterprise Call Center APIs 52