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Guest Blog: Want to Excel at Customer Service? Transform your Contact Centers into Customer Engagement Centers

ShepHyken

For instance, IVRs and artificial intelligence enabled Chatbots can make the customer service easier and efficient. Chatbots which work like virtual agents can solve basic query and transfer a call to ‘live agents’ in case of escalation. The post Guest Blog: Want to Excel at Customer Service?

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The Definitive Guide: IVA vs IVR and What’s Right for Your Contact Center

SmartAction

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. Available 24/7. Available 24/7.

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Is Your Chatbot Really Just an IVR?

Fonolo

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 agentchatbots don’t always seem all that revolutionary. If your chatbot seems like an IVR, are you doing something wrong?

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What Is an AI-powered Virtual Agent and What Can It Do?

SmartAction

IVR automation has been around for awhile, but for the most part, it just hasn’t been very good. Everyone knows the limitations of IVR systems, and customers have a gag reflex when they hear most call automation. These omnichannel solutions are known as AI-powered virtual agents. What is an AI-powered virtual agent?

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Would You Rather Call Customer Support or Clean a Toilet?

Creative Virtual

Self-service options like chatbots and virtual agents are increasingly preferred by customers, but they can’t – and shouldn’t! completely replace human contact center agents. When escalating customers from self-service to a live agent , the experience should be as seamless as possible.

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Why Voice Matters: Conversational IVR Takes Customer Service to the Next Level

SmartAction

Speed, simplicity, and the ability to express their needs fluently without the hassles of navigating chatbots or sifting through help articles. This is where the transformative potential of conversational AI in the voice channel shines. Leveraging Telephony for Enhanced Customer Engagement So, what do customers truly desire?

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Why Every Contact Center Manager Should Consider Voice-Driven AI

SmartAction

We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience. The AI-powered voice assistants of today offer a seamless experience, reaching a virtual assistant, in seconds, that can answer customer intentions with just a few words.