SmartAction

JUNE 30, 2023

When it comes to customer service, most people believe that good customer service means receiving timely assistance to resolve any issues that may arise with a product or service. However, there is a deeper definition of customer service that many people fail to consider, and that is the overall customer experience.

Customer Experience 83

Customer Experience Customer Service Virtual Agent Self service 83

Creative Virtual

JUNE 10, 2020

Chatbots, smart help, virtual assistants, virtual agents, conversational AI – there are lots of names for this automated, self-service technology being used today. Regardless of what you call it, the objective for including it as part of your customer service strategy is to deliver quick, easy access to information.

Virtual Agent 52

Virtual Agent Chatbots Telecommunications Self service 52

Creative Virtual

JULY 10, 2020

Back in April I took a look at the impressive spike in virtual agent traffic starting in late February and early March that surpassed anything Creative Virtual had seen in over 16 years of being in the industry. I’m curious to continue to watch how virtual agent traffic fluctuates as coronavirus-related restrictions change.

Virtual Agent 52

Virtual Agent Banking Self service Government 52

Upstream Works

DECEMBER 20, 2022

There are many areas where emerging applications are poised to make a big impact during 2023, both for improving the agent experience (AX) and for making the customer experience (CX) smarter. Virtual Agent. A second virtual agent use case is assisting or coaching agents during the interaction with customers.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

Creative Virtual

MAY 28, 2020

Do you have a chatbot or virtual agent on your roadmap? Are you curious about successful use cases for AI-enhanced virtual agents? If so, you’ll want to reserve your spot now to join Creative Virtual and Engage Customer for their upcoming webinar, Tips for Deploying AI Chatbots & Virtual Agents.

Virtual Agent 52

Virtual Agent Chatbots Self service Best practices 52

Creative Virtual

NOVEMBER 28, 2019

His session was titled Smart Self-Help for a Seamless, Omnichannel Customer Experience and focused on delivering the right information on the right channel at the right time for customers. This hit right at the heart of the challenges faced by customer experience (CX) practitioners across the APAC region.

Virtual Agent 52

Virtual Agent Technology Average Handle Time Chatbots 52

SmartAction

MARCH 18, 2019

But with the evolution of conversational AI and delivery over the cloud, organizations are getting past the limitations of their IVR and automating more conversations than ever before without compromising the Customer Experience (CX). These omnichannel solutions are known as AI-powered virtual agents. Claim Management.

Virtual Agent 66

Virtual Agent Interactive Voice Response APIs Contact Center 66

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. A long time ago, AI implementations were basically hyped-up versions of FAQ sections, but they’re now very powerful tools to improve the customer experience.

Virtual Agent 52

Virtual Agent Contact Center outsourcing Call Center 52

NICE inContact

NOVEMBER 16, 2018

But there are dozens of other processes in which agents collect information from a customer over the phone, and these calls aren’t just long, they’re expensive. With virtual agents, the process of gathering data can be fully contained within automation, so that live agents don’t have to do the boring and redundant tasks.

Virtual Agent 48

Virtual Agent Contact Center Average Handle Time Call Center 48

SmartAction

APRIL 24, 2019

This is the second of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Read Part 1 here >> Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Best Practice #2: Virtual agents need “guardrails”.

Virtual Agent 46

Virtual Agent Self service Best practices Chatbots 46

NICE inContact

DECEMBER 10, 2018

As a contact center leader, you work extremely hard to mitigate these challenges, but because you are pulled in many different directions, it is tough to keep your best agents. Not to mention, technology constraints can sometimes make it difficult to improve the agent experience.

Virtual Agent 48

Virtual Agent Contact Center Accountability Technology 48

NICE inContact

OCTOBER 12, 2018

Since a dial-tone IVR is not be the best option for more extensive automation, many businesses are looking into implementing a more sophisticated solution: natural language “front door” that captures customer intent, replaces nested phone tree menus, and streamlines conversations. Now more than ever, customers want fast and efficient service.

Virtual Agent 48

Virtual Agent Contact Center Average Handle Time Interactive Voice Response 48

SmartAction

FEBRUARY 21, 2020

Frictionless experiences with conversational AI are not created by accident, but meticulously crafted by expert designers who know exactly how humans interact best with machines. Fabletics leverages a Virtual Agent to interact with their customers every time you call them. Keep it Conversational. Resolve requests quickly.

Virtual Agent 55

Virtual Agent Self service Best practices Enterprise 55

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences.

Customer Experience 83

Customer Experience Chatbots Virtual Agent Sales 83

SmartAction

JANUARY 11, 2019

AI-powered virtual agents present significant potential to improve the customer experience (CX) via call center automation. These solutions can replace menu-based routing that leads to long hold time and frustrates customers. Cloud-based AI automation can also gather data upfront and pass it to live agents (i.e.

Virtual Agent 45

Virtual Agent Contact Center Interactive Voice Response Call Center 45

SmartAction

FEBRUARY 13, 2024

Personalization and Relevance Creating a personal touch in your order management virtual agent can significantly enhance customer experience and engagement. These agents should be equipped to handle a variety of customer queries regarding order management with the ability to understand and process natural language.

Best practices 63

Best practices Virtual Agent Management Chatbots 63

Creative Virtual

FEBRUARY 7, 2023

This year, one of the customer experience (CX) predictions for 2023 falling into that category is that ‘Personalization will get More Personal’. I like customer service expert Shep Hyken’s take on this in his blog post, Don’t Just Personalize the Customer’s Experience – Individualize It.

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

SmartAction

DECEMBER 8, 2023

The Beginning of a Transformation Alex’s journey began with a simple yet powerful idea: automating routine tasks with conversational AI virtual agents. The once overburdened agents found themselves focusing on more complex, engaging tasks. It was a game-changer.

Virtual Agent 77

Virtual Agent Contact Center Upselling Interactive Voice Response 77

Creative Virtual

FEBRUARY 13, 2019

Chatbots and virtual agents have proven themselves to be quality self-service solutions, being increasingly implemented by smart organisations to provide support and being increasingly preferred by customers and employees for quick, easy access to information. By Mandy Reed, Marketing Manager (Global).

Virtual Agent 40

Virtual Agent Chatbots Self service Education 40

ConvergeOne

AUGUST 23, 2022

In a recent blog post, I talked about IVAs (Intelligent Virtual Agents) , which are deployed widely to enhance the customer experience by streamlining and handling the customer need immediately, with little to no human intervention. IMPROVE HOW CUSTOMERS ENGAGE WITH YOUR BRAND.

Customer Experience 80

Customer Experience Entertainment Virtual Agent Accountability 80

SmartAction

NOVEMBER 22, 2023

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.

Contact Center 88

Contact Center Interactive Voice Response Virtual Agent Management 88

SmartAction

JANUARY 25, 2019

This newly acquired accuracy means that call center virtual assistant solutions are now demonstrating their true power in a variety of interesting and beneficial ways. Here’s how two innovative companies are using AI-powered virtual agents to automate more in their contact centers. Results: Saved $1.1

Virtual Agent 44

Virtual Agent Self service Healthcare Contact Center 44

SmartAction

FEBRUARY 27, 2023

When it comes to customer service, businesses have a variety of tools at their disposal to make the process as smooth and efficient as possible. Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). Can be a frustrating customer experience. Limited capabilities.

Interactive Voice Response 74

Interactive Voice Response Contact Center Virtual Agent Self service 74

Creative Virtual

OCTOBER 6, 2020

CX Day and Customer Service Week this year, like everything else, is held with the dark cloud of the pandemic hanging over us. Customer experience has always been a key competitive differentiator, and this has never been more apparent than this year. By Chris Ezekiel, Founder & CEO.

Customer Experience 59

Customer Experience Virtual Agent Chatbots Banking 59

Creative Virtual

AUGUST 5, 2020

A new survey conducted by Econsultancy and Marketing Week with marketers around the world found that, among customer-facing organisations with £50 million or more in annual revenue, 63% of respondents said they observed a “strong trend” of consumers adopting digital features more quickly as a result of COVID-19.

Virtual Agent 52

Virtual Agent Customer Experience Chatbots Self service 52

Creative Virtual

JANUARY 8, 2019

The post Fifteen Years & Counting: Navigating the chatbot, virtual agent and AI revolution appeared first on Creative Virtual. And being a five-year award, we celebrate our fifteen year anniversary in its continuing glow. Here’s to the next fifteen years and the new challenges that lie ahead!

Virtual Agent 40

Virtual Agent Chatbots Transportation Best practices 40

SmartAction

APRIL 30, 2021

While there are many different facets to conversational AI, virtual agents, and the technology as a whole, one aspect to recognize when considering and implementing a solution is customer experience. Customer experience (CX) is the impression a customer has of your brand or company.

Virtual Agent 60

Virtual Agent Customer Experience Self service CRM 60

NICE inContact

SEPTEMBER 17, 2019

By never taking their eye off the ever-important customer experience (CX) and continually incorporating new ways to expand and enhance the experience that it provides to their customers. Access this webinar: From Brick & Mortar to Digital Superhero: DSW’s Journey to AI-Powered Virtual Agents.

Customer Experience 55

Customer Experience Virtual Agent Average Handle Time Self service 55

Global Response

MARCH 30, 2023

Q: What’s the difference between customer service and customer experience? A: Customer service is marked by a single interaction, such as a customer contacting your brand, while customer experience is the combined sum of all of a customer’s interactions with your brand.

Customer Experience 62

Customer Experience Customer Service outsourcing Chatbots 62

SmartAction

JANUARY 28, 2019

AI-powered virtual agents present significant potential to improve the customer experience (CX) in the contact center. Automate More with AI-Powered Virtual Agents. Frost & Sullivan recommends following the blueprint of smart companies that are using AI-powered virtual agents.

Virtual Agent 48

Virtual Agent Interactive Voice Response Self service Contact Center 48

SmartAction

NOVEMBER 1, 2023

The customer connects with an AI-powered virtual agent that uses a trained and constantly optimized deep neural net, utilizing Natural Language Processing to understand the customer’s problems and intents. It linked via API to internal data sources and current customer input to find a successful solution.

Contact Center 63

Contact Center Virtual Agent Interactive Voice Response Chatbots 63

kommunicate

NOVEMBER 21, 2020

Google Dialogflow recently introduced Dialogflow CX (Customer Experience) – a powerful tool for creating advanced virtual agents. Dialogflow CX provides a new way of designing virtual agents, taking a state machine approach to agent design.

Virtual Agent 98

Virtual Agent Customer Experience Customer Support 98

ShepHyken

DECEMBER 8, 2017

Until recently, contact centers were playing a passive role in customer service by responding to basic queries, but not necessarily playing any major role in the strategy for customer experience (CX). Adopt a contact center technology which empowers the customers. It is important to make the customer feel valued.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Or is it something else?”

Self service 97

Self service Virtual Agent Chatbots Analytics 97

SmartAction

JUNE 29, 2021

Customers also expect their needs to be dealt with immediately as they arise. 75% of customers say the most critical part of customer experience is fast response time. So, it’s no shock that many customers have been open to methods in recent years that improve their experience.

Virtual Agent 102

Virtual Agent Self service Call Center Customer Experience 102

SmartAction

SEPTEMBER 16, 2022

The ability of conversational AI technology to detect and understand speech are two of the biggest challenges faced by the Intelligent Virtual Agent (IVA). Understanding how IVA and NLU operate is a step towards creating an excellent customer experience and simultaneously enhancing efficiency for the contact center.

Interactive Voice Response 89

Interactive Voice Response Virtual Agent Contact Center Engineering 89

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. They can: Create better customer experiences and meet expectations for digital support.

Virtual Agent 98

Virtual Agent Chatbots Self service Contact Center 98