DMG Consulting

MAY 21, 2020

Big Data solutions: Data repositories are an essential component of all AI and machine learning initiatives. In some cases, Big Data solutions are new applications that were created or enhanced to collect and deliver the information needed to power an AI initiative.

Big data 59

Big data Customer Service Contact Center Enterprise 59

DMG Consulting

AUGUST 31, 2018

These and many other technological and social innovations have been enabled by mega trends that include big data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart-device” generation), the gig economy, and of course, the cloud.

Contact Center 91

Contact Center Virtual Agent Healthcare Analytics 91

VocalCom

JULY 2, 2020

In a study by Harvard , 72% of respondents said frontline customer service teams experienced a higher productivity when directly empowered with data-driven analysis and decision-making. The rise of the ‘Super-Agent’. Often these teams will not be on site as the COVID-19 crisis accelerated the transition to a work from home model.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

DMG Consulting

OCTOBER 4, 2017

In any case, these three applications can make major contributions to enterprises, customers, and agents, and should be considered by all contact centers as they begin to plan their 2018 budgets. Intelligent Virtual Agents (IVAs). The acquired knowledge is assimilated and leveraged in future interactions.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

DMG Consulting

MARCH 9, 2020

They are investing in AI, robotic process automation (RPA), big data, knowledge management (KM) and digital-first solutions, as well as cloud servicing initiatives. Companies have begun the process of digital transformation, building omni-channel service environments and implementing robotics to automate redundant and manual tasks.

Consulting 48

Consulting Consulting Marketing Contact Center 48

Inbenta

JUNE 2, 2021

By automating notifications and reminders, pertinent parties can easily be reminded of important information and receive the answers they need if they interact with virtual agents so that everybody is well informed even if they are not working from the same location or time-zone. Automating recruitment efforts.

Chatbots 83

Chatbots Self service Virtual Agent Morale 83

The Northridge Group

SEPTEMBER 27, 2017

If that interaction does require routing to a live agent for further processing, the system should transfer all of that relevant information and guide the agent to create a seamless, personalized, and genuine interaction that enables a more efficient, and higher-valued experience. Where can AI help?

Contact Center 124

Contact Center Calibration Analytics Chatbots 124

Balto

JUNE 20, 2023

By breaking down the user’s request, the virtual agent can better understand what the user needs. But the next evolution will make AI tools capable of even predicting what the customer needs using big data and highly personalized customer profiles.

Contact Center 52

Contact Center Chatbots Complaint resolution Wait times 52

TechSee

FEBRUARY 12, 2018

Using big data analytics, machine learning and AI, Guavus subscriber intelligence products provide 360 degree insights into individual customer preferences and experiences. Virtual agent exhibitors at MWC 2018: Nuance. Check out Nina, their award-winning virtual assistant. Messaging applications.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

Using big data analytics, machine learning and AI, Guavus subscriber intelligence products provide 360 degree insights into individual customer preferences and experiences. Virtual agent exhibitors at MWC 2018: Nuance. Check out Nina, their award-winning virtual assistant. Messaging applications.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

SmartAction

OCTOBER 23, 2020

When someone calls in, the AI-powered virtual agents will capture some information from like city, state, zip code of where they want to stay, # of occupants, how many nights, check-in and check-out dates, and more. The call is then transferred to our agent along with all the information gathered so they can do the actual booking.

Virtual Agent 81

Virtual Agent Self service Upselling Big data 81

DMG Consulting

APRIL 16, 2019

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

SmartKarrot

APRIL 29, 2021

Further, with the help of AI-assisted customer success system, one can turn a huge pile of data into a system of intelligence that can take the customer experience a notch up. Chatbots to the rescue: As discussed, chatbots are a part of AI virtual agents that help in customer support.

Chatbots 10

Chatbots CRM Virtual Agent Upselling 10

Balto

MARCH 29, 2023

The AI puts that company’s query at the top of the queue and routes it to the most suitable agent with an Automatic Call Distribution (ACD) system so that they can get support quickly. Analyzing Big Data Call centers collect a huge amount of data on their customers and how they interact with their businesses.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

DMG Consulting

JULY 16, 2019

CJA solutions include big-data capabilities that capture, measure, analyze and evaluate the quality and outcome of the customer (or prospect) experience for all customer-facing self-service and agent-assisted interactions, channels and activities.

Journey mapping 67

Journey mapping Analytics Interactive Voice Response Social media contact 67

Calabrio

JANUARY 6, 2016

A virtual agent initiates a service call by accessing your Outlook or iCal calendar to set up an appointment. It’s a relatively new model, equipped with sophisticated sensors that automatically alert the manufacturer if the appliance needs service.

Contact Center 53

Contact Center Analytics Self service Wireless 53

Comm100

FEBRUARY 16, 2018

There will be more big data security breaches,” she writes. People will wring their hands and talk about how important it is to do better, but little will actually happen to stop data breaches. Lots of ’em. Have management watch out for daily communication barriers, and make use of tools such as chat supervision, and more.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40