TeleDirect

OCTOBER 25, 2023

At TeleDirect, we consider our agents the backbone of our company. AI call center technology, however, has made significant inroads into the industry. While, in our opinion, it can never replace live agents, call center AI offers remarkable advancements that can transform the experience for customers and business owners.

Call Center 62

Call Center Technology Customer Support Complaint resolution 62

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. This technology swiftly took over mundane inquiries like account balance checks or basic troubleshooting reducing routine call volumes by 35%. It was a game-changer.

Virtual Agent 79

Virtual Agent Contact Center Upselling Interactive Voice Response 79

SmartAction

FEBRUARY 13, 2024

Segmentation and Personalization : Recognize that different customer segments may have varying needs. 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

NOVEMBER 22, 2023

Contact center managers who embrace and implement this technology reap the rewards of increased efficiency, reduced costs, and a customer experience that fosters loyalty. Conversational AI technology over the phone goes beyond chatbots to leverage the power of voice and offer a more personal experience. ML is a powerful tool.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

SmartAction

FEBRUARY 21, 2020

Fabletics leverages a Virtual Agent to interact with their customers every time you call them. Make it Personal. Seamless personalization and prediction helps to enhance the tone of familiarity and trust set at the beginning of the call and dramatically reduces customer effort. Keep it Conversational.

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Virtual Agent Self service Best practices Enterprise 55

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 76

NobelBiz

APRIL 30, 2024

From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions. of interactions that are automated using AI.

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Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions. of interactions that are automated using AI.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

SmartAction

NOVEMBER 15, 2023

With the advent of the internet, AI, and technological advancements, it has transformed into a multifaceted solution that empowers customers to find answers and solutions on their own. The evolution of self-service reflects the ever-changing landscape of technology and consumer expectations. Key Trends in Customer Self-Service 1.

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Self service Virtual Agent Chatbots Analytics 99

Creative Virtual

JUNE 22, 2020

Today I’m proud to be sharing Creative Virtual’s introduction of the Neutrino release of V-Person , our innovative virtual agent and chatbot technology. When I first founded Creative Virtual in late 2003, chatbot and virtual agent technology was still very new in the customer service space.

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Personalization Virtual Agent Chatbots Employee engagement 52

Expivia

FEBRUARY 15, 2024

With a suite of tools ranging from Enlighten Actions to Autopilot and beyond, NICE CXone is setting a new standard for what businesses can expect from their customer service technology. Enlighten Copilot acts as a real-time advisor for customer service agents, offering suggestions, insights, and information during customer interactions.

Virtual Agent 75

Virtual Agent APIs Analytics Chatbots 75

SmartAction

NOVEMBER 1, 2023

Any technology implementation has to align with your overall business goals. The experience for customers and agents is seamless, and the solution can integrate with your current contact center platform, telephony setup, and data systems. Our virtual agents can solve 80% to 90% of customer problems. The question is “how.”

Contact Center 65

Contact Center Virtual Agent Interactive Voice Response Chatbots 65

Creative Virtual

JANUARY 8, 2019

Helping organisations navigate through this has as much to do with the expertise of our people as the actual technology; and with such an experienced and dedicated team I know we are on the right path to remain at the forefront of the chatbot/AI/contact centre revolution! Here’s to the next fifteen years and the new challenges that lie ahead!

Virtual Agent 40

Virtual Agent Chatbots Transportation Best practices 40

Creative Virtual

FEBRUARY 2, 2022

Insurance companies have always had the challenge of delivering personalized support for their customers. From selecting coverage and understanding benefits to confirming payments and filing claims, both policyholders and agents need information that is customized to them. By Mandy Reed, Global Head of Marketing.

Virtual Agent 98

Virtual Agent Chatbots Self service Contact Center 98

SmartAction

FEBRUARY 20, 2024

Enhanced by AI, virtual agents can now offer warm receptions and open dialogue to customers. This first touchpoint, once a routine interaction, has transformed into an efficient, engaging, and technologically advanced experience. Authentication: A Blend of Security and Convenience In the financial world, security is crucial.

Banking 74

Banking Self service Virtual Agent APIs 74

SmartAction

OCTOBER 7, 2021

There are many different reasons for our DIY urges: • to save money • to have more control • because we feel capable • because we crave that personal satisfaction from doing something yourself. There’s more to it than the implementation of technology. But for every reason to do something in-house, there’s a reason not to.

Contact Center 72

Contact Center Virtual Agent Construction Technology 72

Creative Virtual

OCTOBER 8, 2021

I’m looking forward to hearing the panel of experts, including Creative Virtual’s Founder & CEO, Chris Ezekiel, discuss the current trends and future possibilities of conversational AI technology. Conversational AI solutions, like chatbots and virtual agents, can have a powerful impact on customer loyalty and retention.

Customer Service 105

Customer Service Virtual Agent Chatbots Self service 105

Uniphore

AUGUST 12, 2021

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it. Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort. Multimodal Virtual Agent Implementation and Best Practices. View Webinar.

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Best practices Virtual Agent Scripts Call flow 98

Creative Virtual

DECEMBER 8, 2022

As the end of 2022 draws near, it is time once again for Creative Virtual’s annual year in review blog post. Two of the things we are proudest of at Creative Virtual are our experienced, dedicated team and the unique expertise we provide to our customers and partners. By Mandy Reed, Global Head of Marketing.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

Upstream Works

DECEMBER 20, 2022

Unlike legacy technologies that are fully-formed when deployed, AI-based applications are iterative – they get better the more you use them. This represents another important difference from legacy technology – AI evolves much faster, so the benefits will accrue in less time. Virtual Agent.

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Customer Experience Virtual Agent Contact Center Scripts 78

Creative Virtual

OCTOBER 3, 2022

This week we are showing love for the efforts of everyone involved with delivering customer service – employees helping customers face-to-face in brick-and-mortar locations; contact centre agents delivering support over the phone, live chat, and social media; team members working behind the scenes to build and maintain customer service tools.

Customer Service 52

Customer Service Virtual Agent Self service Chatbots 52

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 and virtual agents may provide irrelevant or inaccurate responses.

Virtual Agent 74

Virtual Agent Chatbots Self service Feedback 74

Creative Virtual

OCTOBER 6, 2022

So, it’s no surprise that language is a common barrier in both personal and business interactions. Luckily for businesses, new technologies are making it easier for them to offer multilingual customer service on digital channels than it was in 2014. Another project I’ve been working on recently is for a brand-new virtual agent.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

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

Creative Virtual

SEPTEMBER 22, 2022

Having worked in the virtual agent and chatbot field since 2000, I’ve experienced first-hand how these solutions and technologies have changed. The virtual agents of today are certainly not the same as those I was working on 20 years ago. It is more specifically describing the technology behind them.

Chatbots 52

Chatbots Virtual Agent Engineering Technology 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.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

SmartAction

OCTOBER 25, 2023

Join me as we dive into why leveraging conversational AI in the voice channel cannot be ignored or underestimated and why businesses should seize the opportunity to invest in this transformative technology. The Power of Voice Communication Customers seek a personal touch when engaging with businesses.

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Interactive Voice Response Customer Service Virtual Agent Self service 90

AWS Machine Learning

FEBRUARY 6, 2023

This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk. Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots.

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Cloud contact Self service Contact Center Virtual Agent 68

Creative Virtual

SEPTEMBER 7, 2022

Conversational AI is a very hot and in-demand technology right now. Businesses collaborating with them benefit from their cutting-edge technology as well as their expert consultation, resulting in customised, integrated, and personalised solutions that deliver real business value.”. By Chris Ezekiel, Founder & CEO.

Virtual Agent 52

Virtual Agent Chatbots Benchmark Best practices 52

SmartAction

DECEMBER 12, 2023

New Mission, Vision, and Values: A Reflection of Our Core Our new mission statement, “to deliver the most exceptional, personalized automated experiences,” is more than words. ” Our solutions have always been at the forefront of AI technology. Our vision, too, has evolved.

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industry standards Customer Service Automotive Virtual Agent 78

JustCall

MARCH 7, 2023

To that end, this blog will explore contact center automation and discuss its pros, tools, use cases, and challenges. Contact center automation refers to leveraging technology to automate and streamline customer-facing interactions, leading to exceptional customer service. What is Contact Center Automation? per contained call.

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Contact Center Interactive Voice Response Virtual Agent Automatic Callback 52

Creative Virtual

AUGUST 5, 2021

In the technology industry there tends to be a focus on being innovative, cutting-edge, and ground-breaking. Industry awards, conferences, and articles frequently showcase and reward vendors for technological innovations. Conversational AI is one technology that is regularly described with words like ‘innovative’ and ‘cutting-edge’.

Virtual Agent 52

Virtual Agent Chatbots Technology Employee engagement 52

Creative Virtual

APRIL 21, 2022

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. They have started the support experience negatively and made the job of their contact center agents even more difficult. Want to learn more?

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Customer Support Interactive Voice Response Virtual Agent Contact Center 105

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

Creative Virtual

FEBRUARY 15, 2023

Titled Virtual Viewpoint , I use this column to share my thoughts on a variety of technology related topics as well as my recent experiences. My latest Virtual Viewpoint was about grocery shopping at the local Canary Wharf Waitrose, something I’ve done regularly – and without much fanfare – since the store opened over 20 years ago.

Virtual Agent 59

Virtual Agent Chatbots Consulting Consulting 59

SmartAction

APRIL 20, 2022

Turning to technology may not be the first or obvious choice, but it should be. There’s no need for human agents to perform mundane, repetitive tasks that can be easily automated through a virtual agent. Many call types can also be automated in their entirety , freeing up agents to focus on higher-value work.

Call Center 94

Call Center Virtual Agent Average Handle Time First call resolution 94

Creative Virtual

JANUARY 13, 2022

For years automated self-service tools like chatbots and virtual agents have been criticised as being a cold and impersonal way of supporting customers. As conversational AI technologies have improved and customer preferences have shifted more towards self-service options, some of these critiques have become less relevant.

Virtual Agent 52

Virtual Agent Self service Chatbots Accountability 52