SmartAction

NOVEMBER 14, 2019

Purchasing Power ® , a large eCommerce company that enables employers to offer employee purchase programs, recently won the “Excellence in Self-service” award from Frost & Sullivan. Can you share your origin story as to what put you on the path to consider conversational AI self-service?

Self service 54

Self service Virtual Agent Analytics Accountability 54

SmartAction

MAY 6, 2019

This is the third of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Read Part 1 and Part 2 first!

Self service 44

Self service Virtual Agent Best practices Contact Center 44

SmartAction

NOVEMBER 1, 2023

When used in business, conversational artificial intelligence (AI) supports overall call center operations by providing self-service options, 24/7 availability, and real-time data and analytics – while lowering costs and increasing profits. Our virtual agents can solve 80% to 90% of customer problems.

Contact Center 65

Contact Center Virtual Agent Interactive Voice Response Chatbots 65

Global Response

APRIL 17, 2023

If so, a BPO call center partner can help. Not only can a great BPO call center manage day-to-day operations of customer service and support, but BPO outsourcing can also help boost productivity, improve processes, integrate customer data and analytics, improve QA processes and more.

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

Uniphore

JUNE 10, 2021

Along the way, we learned a lot about the obstacles customers and agents face today. Here are 10 ways the best call centers are thriving in the new normal while others are struggling to survive. 25% Lack of self-service options. 13% High Call Volume. 13% My contact center is not in the cloud.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

SmartAction

MAY 6, 2019

This is the third of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Read Part 1 and Part 2 first!

Self service 40

Self service Virtual Agent Best practices Contact Center 40

SmartAction

JANUARY 11, 2019

AI-powered virtual agents present significant potential to improve the customer experience (CX) via call center automation. Greet every customer with a natural language “front door” – “How can I help you?” – and capture intent before routing calls and chats to live agents, AI-powered virtual agents, or other automation.

Virtual Agent 45

Virtual Agent Contact Center Interactive Voice Response Call Center 45

SmartAction

JANUARY 25, 2019

AI Self-Service Solutions Demonstrate Their Impact. This is no less true in the pursuit of an improved CX, where advanced speech recognition capabilities have finally allowed contact centers to access the vast cognitive abilities that Artificial Intelligence (AI) self-service has to offer. Results: Saved $1.1

Virtual Agent 45

Virtual Agent Self service Healthcare Contact Center 45

SmartAction

JUNE 29, 2021

Virtual agents have proven to reduce hold times by 50% or more. They’ve also been proven to handle 1000+ additional appointment reservations per month than just a call center with live agents. Front Door & Authentication: Greeting customers is a natural experience through virtual agents.

Virtual Agent 103

Virtual Agent Self service Call Center Customer Experience 103

Creative Virtual

APRIL 7, 2020

In Part 1 of this series , I talked about the immense pressure organisations are under to deliver quality service and support over digital channels during this period of coronavirus-related quarantines, lockdowns and stay-at-home orders. Agents have access to a virtual agent that understands questions asked in natural language.

Self service 52

Self service Virtual Agent Chatbots Government 52

SmartAction

FEBRUARY 20, 2024

Let’s explore the pivotal role of automation in financial services, focusing on its impact on customer service and the future of banking. Welcome Greeting: Digital Hospitality for Financial Services Voice self-service begins with the welcome greeting.

Banking 74

Banking Self service Virtual Agent APIs 74

SmartAction

FEBRUARY 13, 2024

Businesses who thrive at building robust, complete customer journeys harness the power of automation to build self-service solutions in their order management strategy. Personalization and Relevance Creating a personal touch in your order management virtual agent can significantly enhance customer experience and engagement.

Best practices 64

Best practices Virtual Agent Management Chatbots 64

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. Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text. What does a best-of-breed CX team look like? Solutions Expert.

Self service 40

Self service Virtual Agent Contact Center Engineering 40

SmartAction

OCTOBER 26, 2023

Virtual health agents are now stepping in to address queries related to symptoms or the care of potentially infected individuals, thereby reducing the strain on overwhelmed contact centers and enabling patient self-service. Virtual agents offer an additional advantage to healthcare providers – cost savings.

Healthcare 68

Healthcare Interactive Voice Response Virtual Agent Self service 68

SmartAction

OCTOBER 8, 2018

A better alternative exists for call centers that still use live agents for even the most routine and repetitive inquiries. It’s artificial intelligence (AI), and it is being incorporated into existing call centers – with a low amount of effort – to benefit both the business AND its customers.

Call Center 40

Call Center Virtual Agent Chatbots Self service 40

aircall

DECEMBER 30, 2016

Setting up a call center for your business is an investment of both time and money. In order to navigate this operation as well as possible, here is a guide to help you get off on the right foot when you build a call center. Coming up with a plan to build a call center. Virtual or onsite?

Call Center 97

Call Center Virtual Agent virtual call center CRM 97

SmartAction

OCTOBER 19, 2022

Conversational chatbots are one of the top market disruptors in call center automation. Beginning in 2017, the use of chat bots in call centers grew in popularity and became widely utilized. In fact, many businesses have seen this firsthand: call numbers drop temporarily before rising to pre-chatbot levels or greater.

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

Uniphore

AUGUST 12, 2021

The same holds true in the contact center. Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort. Offering variety can help create more successful outcomes for customers with a lower AHT for agents — a win on both sides of the phone line. It’s also the wave of the future.

Best practices 98

Best practices Virtual Agent Scripts Call flow 98

SmartAction

DECEMBER 8, 2023

However, the center faced challenges that seemed insurmountable – until Alex discovered the magic of conversational AI. The Beginning of a Transformation Alex’s journey began with a simple yet powerful idea: automating routine tasks with conversational AI virtual agents. It was a game-changer.

Virtual Agent 79

Virtual Agent Contact Center Upselling Interactive Voice Response 79

Upstream Works

DECEMBER 20, 2022

Workflow automation is an important contact center use case for AI. This use case can take many forms, with self-service automation often coming to mind right away. This form of workflow automation allows agents to engage more deeply and personally with customers, setting the stage for a much-improved CX. Virtual Agent.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

SmartAction

DECEMBER 15, 2021

With easily scalable virtual agents, hold times are eliminated. to self-service for over 100 types of interactions, from the most common to the most nuanced. A live agent deals with anything handled outside of self-service. Those customer service reps have an assistant within the virtual agent.

Contact Center 78

Contact Center Virtual Agent Agent burnout Self service 78

aircall

DECEMBER 30, 2016

Setting up a call center for your business is an investment of both time and money. In order to navigate this operation as well as possible, here is a guide to help you get off on the right foot when you build a call center. Coming up with a plan to build a call center. Virtual or onsite?

Call Center 88

Call Center Virtual Agent virtual call center CRM 88

SmartAction

FEBRUARY 22, 2024

The jump from traditional “press zero” to cutting-edge AI solutions presents both a thrilling opportunity and a daunting challenge in the customer service world. Recent headlines, like the issues faced by Air Canada with its website chatbots, spotlight a critical junction in this journey: the choice of a self-service provider.

Chatbots 90

Chatbots Airlines Self service Technology 90

Nicereply

JANUARY 4, 2023

Let’s go into 5 ways you can provide and maintain excellent customer service and reduce your support expenses at the same time. Get the most out of self-service and AI solutions. Pandemic-driven self-service and AI adoption continue to grow. For basic issues, most consumers would prefer self-service options.

Customer Service 59

Customer Service Chatbots Self service Surveys 59

Cisco - Contact Center

AUGUST 3, 2020

Webex Contact Center is built on the unique Webex Platform for Contact Center. This multi-tenant approach benefits Cisco Contact Center customers in two ways. With the rise of digital interactions, automated self-service has become the preferred method for consumers to interact with a business.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

SmartAction

AUGUST 14, 2019

The first hold onto their existing IVR and merely transfer routine conversations to AI-powered virtual agents while transferring the rest to live agents. But as customers are becoming leery of touchtone and difficult or lengthy menus, more organizations are implementing virtual agents as: 1.

Interactive Voice Response 56

Interactive Voice Response Virtual Agent Self service Personalization 56

Fonolo

OCTOBER 5, 2023

These are the bots that most of us are deploying and the ones we’re mainly concerned with in this blog. Your Introduction to Call Center Automation What is an IVR? An IVR, or interactive voice response, is an automated phone system that also typically has call-routing capabilities. first appeared on Fonolo.

Interactive Voice Response 57

Interactive Voice Response Chatbots Self service Virtual Agent 57

SmartAction

NOVEMBER 30, 2021

The virtual agent can then assist the customer with the utmost accuracy. A lot of contact centers don’t have a good understanding of why their customers are calling and exactly what they are calling about. Add capabilities for the virtual agent to find a room near a pool at each resort.

Virtual Agent 83

Virtual Agent Interactive Voice Response Contact Center Customer Experience 83

JustCall

MARCH 7, 2023

Empowering your contact center business with automated solutions can take your customer interactions to new heights of success. To that end, this blog will explore contact center automation and discuss its pros, tools, use cases, and challenges. per contained call. Put them together, and you get a match made in heaven.

Contact Center 52

Contact Center Interactive Voice Response Virtual Agent Automatic Callback 52

SmartAction

DECEMBER 12, 2023

With our conversational AI platform and our proprietary intent-building process, we’ve cut virtual agent design and deployment time by 85%, offering our clients not just speed, but unparalleled efficiency and effectiveness. .” Our solutions have always been at the forefront of AI technology.

industry standards 78

industry standards Customer Service Automotive Virtual Agent 78

SmartAction

MARCH 6, 2019

In November 2018, SmartAction’s AI-powered virtual agent solution was successfully tested by Avaya in its DevConnect program, a developer community and marketplace for third-party products that interoperate with Avaya technology ( read news release ). Why Avaya Validated the SmartAction AI Self-Service Solution.

Virtual Agent 9

Virtual Agent Self service Contact Center Interactive Voice Response 9

SmartAction

JANUARY 16, 2020

If you’ve experienced a bad Virtual Agent recently, chances are, it may have had nothing to do with the underlying technologies and everything to do with how it was designed. For example, scheduling appointments used to be a huge hang-up for Virtual Agents. Conversational UX. It’s a true natural language application.

Virtual Agent 54

Virtual Agent Self service Government Healthcare 54

VocalCom

JULY 2, 2020

Going forward, the use of big data and analysis powered conversational assistants, chatbots and self-service, will automate the handling of simple enquiries, will allow customers to quickly and easily fix their issues themselves, 24/7. The rise of self-service has made human support even more critical.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

Outsource Consultants

JANUARY 11, 2018

With these challenges in mind, Faris suggests that the future of IVR lies within a hybrid of AI bot technology and live, human agents. Both of these tools will serve as virtual agents for human call center agents to help make them more efficient and improve their service capabilities. We can help!

Interactive Voice Response 52

Interactive Voice Response outsourcing Virtual Agent Consulting 52

SmartAction

DECEMBER 12, 2023

With our conversational AI platform and our proprietary intent-building process, we’ve cut virtual agent design and deployment time by 85%, offering our clients not just speed, but unparalleled efficiency and effectiveness. .” Our solutions have always been at the forefront of AI technology.

industry standards 52

industry standards Customer Service Automotive Virtual Agent 52

SmartAction

AUGUST 5, 2019

While DSW has encountered tremendous growth, that has also meant mounting customer service pressure yielding millions of inbound calls per year. DSW turned to SmartAction in 2018 to collaborate on a self-service strategy to augment their NICE inContact platform with conversational AI. Q: Tell us about DSW’s growth.

Average Handle Time 57

Average Handle Time Virtual Agent Self service Contact Center 57

SmartAction

OCTOBER 30, 2018

Conversational chatbots were one of the leading marketing disruptors in call center automation last year, but fell in popularity as companies discovered the complexity of sustaining an efficient and successful chatbot. Clearly chatbots are more than just a call deflector.

Chatbots 40

Chatbots Call Center Interactive Voice Response Virtual Agent 40