JustCall

MARCH 7, 2023

The primary goal of contact center businesses revolves around improving customer experience. Empowering your contact center business with automated solutions can take your customer interactions to new heights of success. What is Contact Center Automation?

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Contact Center Interactive Voice Response Virtual Agent Automatic Callback 52

Outsource Consultants

JULY 10, 2018

An article by Dan Miller raises an interesting point: Implementing virtual agents into your contact center isn’t staying ahead of the curve, it’s common. Don’t Be Afraid of Using Virtual Agents in Your Contact Center. This blog post is based on an article from CustomerThink. We can help!

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Virtual Agent Contact Center outsourcing Call Center 52

Creative Virtual

OCTOBER 4, 2018

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. But many of those contact centers are missing an important team member. They are missing a chatbot. By Mandy Reed, Marketing Manager (Global).

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Chatbots Contact Center Virtual Agent Coaching 56

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. Why is it So Hard to Implement and Maintain a Chatbot? The first day of deployment is the best day of the chatbot’s “life.”

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Chatbots Virtual Agent Interactive Voice Response Self service 52

Fonolo

OCTOBER 5, 2023

2023 was all about chatbots. FREE WEBINAR: Is Your Chatbot Really Just an IVR? With their narrow conversation flows and questions that often don’t lead to an answer – or an agent – chatbots don’t always seem all that revolutionary. If your chatbot seems like an IVR, are you doing something wrong? Join us Oct.

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Interactive Voice Response Chatbots Self service Virtual Agent 57

SmartAction

FEBRUARY 27, 2023

Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). Each option has a role in customer service depending on what parts of the customer experience businesses want to automate and which parts they want live agents to handle. What is an Intelligent Virtual Agent (IVA)?

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Interactive Voice Response Contact Center Virtual Agent Self service 74

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Earlier, businesses used to see contact centers as cost centers.

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Contact Center Customer Service Chatbots Virtual Agent 112

SmartAction

MARCH 18, 2019

The cost and effort to build automation that isn’t very good or might not even work (and isn’t omnichannel) is why most contact centers have an over-reliance on live agents, even for the most routine and repetitive call types. These omnichannel solutions are known as AI-powered virtual agents. Claim Management.

Virtual Agent 66

Virtual Agent Interactive Voice Response APIs Contact Center 66

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. million in 2022 to US$34, 570.73 from 2023 to 2028.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Altivon

MARCH 20, 2018

Chatbots, Omnichannel and Cloud are three top trends for contact centers. Chatbots: Prosperous Future or Disaster? Through better web-based content, enhanced IVR, the Internet of Things (IoT), virtual agents and, yes, chatbots. The value of efficiency is probably obvious. How is that possible?

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Chatbots Contact Center CCNG Multichannel 40

Creative Virtual

APRIL 21, 2022

When we do need or prefer to make a phone call to speak with someone, a bad experience is made worse by the knowledge that there are ways to make support calls less painful which many contact centers aren’t utilizing. completely replace human contact center agents.

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Customer Support Interactive Voice Response Virtual Agent Contact Center 105

Upstream Works

DECEMBER 20, 2022

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans. Workflow automation is an important contact center use case for AI.

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Customer Experience Virtual Agent Contact Center Scripts 78

SmartAction

JUNE 9, 2023

Let’s explore this growing technology by understanding what it truly is, reviewing some examples of its applications, diving into its inner workings, and highlighting the associated benefits and challenges businesses and contact centers should consider. Chatbots often answer FAQs, and guide users through various processes.

Virtual Agent 72

Virtual Agent Chatbots Self service Feedback 72

Creative Virtual

FEBRUARY 2, 2022

In their whitepaper The Virtual Insurance Agent , ITL takes a detailed look at how conversational AI is allowing insurance companies to greatly improve their customer experiences while also reducing costs. Improve agent experience and boost productivity. Reduce contact center traffic and alleviate pressure on busy live agents.

Virtual Agent 98

Virtual Agent Chatbots Self service Contact Center 98

NICE inContact

MARCH 28, 2019

It often eliminates the “on hold” frustration of voice calls and lets contact centers increase productivity by having agents work with 3 or 4 customers at the same time. Chatbots are the most common application of AI for customer self-service and are not as successful (yet), as the hype would indicate.

Chatbots 59

Chatbots Virtual Agent Self service Benchmark 59

Avaya

APRIL 10, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Virtual agents/chatbots – Computer-aided, virtual robots that address basic questions and functions to free human agents to handle more complex ones. AI is finding a comfortable home in the contact center.

Contact Center 71

Contact Center Analytics voip Virtual Agent 71

Aspect

MAY 15, 2018

Looking specifically at the contact center industry, we have seen a recent flurry of activity around chatbots, intelligent IVRs and virtual agents. At Aspect, we call this new application of Artificial Intelligence “Workforce AI”, and it portends radical change in the way contact centers will operate.

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Contact Center contact center workforce Airlines Virtual Agent 68

Creative Virtual

MAY 4, 2021

Forrester analyst, William McKeon-White writes about this as part of his research on help desk chatbots. If users don’t have a good experience with the chatbot, they won’t keep using it. Your chatbot or virtual agent should be designed to create a better experience by providing quick, easy support.

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Virtual Agent Chatbots Self service Contact Center 95

Lumoa

NOVEMBER 30, 2022

To go further, modern chatbots are now pre-empting the moments when customers require their assistance. A simple message will do the trick, such as “ Hey, I’m [chatbot name], may I help you with your shopping today? ”. Another great idea to explore is offering a digital sales agent that is voice-enabled. Lack of human empathy.

Customer Experience 83

Customer Experience Chatbots Virtual Agent Sales 83

NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.

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contact center solutions Cloud contact Contact Center Virtual Agent 48

SmartAction

JUNE 30, 2023

Stop tying up your queues and live agents with repetitive, monotonous tasks. Virtual Agents with SmartAction can let your customers self-service on their time, and free up your live agents to handle more difficult conversations. Let us help take your contact center to the next level through AI voice, text, and chat.

Customer Experience 83

Customer Experience Customer Service Virtual Agent Self service 83

Creative Virtual

AUGUST 11, 2021

Deploying conversational AI solutions like chatbots and virtual agents can be risky but doesn’t have to be. In this three-part blog series, I’m sharing three steps for achieving conversational AI success while minimizing the risk for your organization.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Self service 52

Creative Virtual

DECEMBER 7, 2021

Welcome to Creative Virtual’s annual year in review blog post for 2021! They also discussed the findings of ISG’s research and current successful virtual agent implementations. By Mandy Reed, Global Head of Marketing. I’ve compiled our 2021 collection here so you can easily explore them all.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

Creative Virtual

DECEMBER 10, 2020

Around this time every December, I put cursor to page and fingers to keyboard to take a look back over the last 12 months and reflect on some of the highlights of the year for Creative Virtual. This is the seventh time I’ve done this annual year in review blog post, but never have I had to review a year that was like 2020.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

AWS Machine Learning

AUGUST 30, 2023

Powered by Amazon Lex , the QnABot on AWS solution is an open-source, multi-channel, multi-language conversational chatbot. This includes automatically generating accurate answers from existing company documents and knowledge bases, and making their self-service chatbots more conversational.

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Self service APIs Transportation Contact Center 107

SmartAction

OCTOBER 27, 2021

When it comes to conversing with artificial intelligence, we tend to mold our replies in a way that allows a voice bot or chatbot the ability to interpret what we mean while sacrificing the way we would typically speak. Say goodbye to the days of speaking to an AI virtual agent that doesn’t comprehend in natural language!

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Self service Virtual Agent Chatbots Technology 72

Pointillist

SEPTEMBER 28, 2021

The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Omnichannel Interaction Data is Siloed or Nonexistent.

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Contact Center Self service Metrics Analytics 40

SmartAction

APRIL 15, 2019

Delivery over the cloud has made integration with existing contact center systems easier and more seamless, as well. This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handled by live agents. Automate More with Virtual Agents.

Self service 57

Self service Virtual Agent Interactive Voice Response Best practices 57

VocalCom

JULY 2, 2020

The necessary acceleration of contact centers’ digitalization will bring to the fore the crucial value of the human touch. Digitalization is quickly sweeping through contact centers. However, this does not mean that agents will totally disappear from contact centers.

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Contact Center Self service Chatbots Virtual Agent 62

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 80

Virtual Agent Interactive Voice Response Contact Center Customer Experience 80

Advantage Communications

AUGUST 14, 2019

In this blog we often talk about the innovative omnichannel technology that a modern outsourced call center will bring to your organization, and how those technologies will help your company realize significant benefits to your customer service strategy.

Customer Service 45

Customer Service Virtual Agent outsourcing Chatbots 45

Talkdesk

MARCH 24, 2020

In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base. Now, we’re going to dive into the different stakeholders within and outside of the contact center who will benefit from this evolution of the traditional knowledge base, and how you can use it to transform your customer experience. .

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Average Handle Time Self service First call resolution Virtual Agent 57

Creative Virtual

OCTOBER 13, 2020

At Creative Virtual, we recognised these global celebrations with a special series of blog posts written by members of our expert team and published throughout the week. Long wait times have been fuelled by a sharp rise in calls combined with the unpredictability of available agents due to office closures and quarantines.

Customer Service 59

Customer Service Virtual Agent Self service Chatbots 59

bold360 Blog

JANUARY 2, 2020

Chatbots and virtual agents used to be kind of a standalone discussion. A virtual agent could sit in a contact center, for example. Now, though, we’re starting to see those virtual agents connect to other systems. Or you could just be going after the wrong problem. Ryan Lester.

Virtual Agent 59

Virtual Agent Real estate Chatbots Technology 59

SmartAction

MARCH 7, 2023

Since 2002, SmartAction has helped 100+ industry-leading brands streamline their contact centers and take their customer experience to the next level through AI voice, text, and chat. The benefits of Conversational AI are compelling, and companies are waking up to the value of deploying IVA in their business – both in 2023 and beyond.

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Multichannel Virtual Agent Self service Accountability 82

Creative Virtual

DECEMBER 13, 2018

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 was the fourth time a group of runners from Creative Virtual did a 10k in support of the RSPCA.

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Virtual Agent Transportation Chatbots Multichannel 40

Creative Virtual

APRIL 7, 2020

We took a look at some of the benefits of using AI-enhanced chatbots and virtual agents to offer customer self-service. In Part 2, let’s explore how this technology can be deployed as an Agent Assist tool to support your contact centre agents.

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