Playvox

MARCH 19, 2024

Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operational benefits from AI.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

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. Voice starts with the customer reaching your contact center platform.

Contact Center 63

Contact Center Virtual Agent Interactive Voice Response Chatbots 63

LiveVox

APRIL 28, 2021

The rapid evolution of AI has generated an adoption boom of automation and RPA by contact centers. The three main capabilities are chatbots, conversational IVR, and virtual agents, with diverse use cases spanning everything from customer service management, payment processing, and generating and qualifying leads.

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Virtual Agent Interactive Voice Response Chatbots Contact Center 52

JustCall

AUGUST 8, 2023

Service industries across the world are facing an AI and automation overhaul. Contact centers are a great example of how technology can be used to make jobs more efficient. Previously, contact center agents had to physically dial multiple numbers every day.

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Contact Center Interactive Voice Response Customer Service Virtual Agent 52

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. They demand highly convenient and fast service. According to a report by Pew Research Center , 85% of Millennials say they use social media.

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Customer Service Self service Virtual Agent Chatbots 359

Fonolo

JANUARY 17, 2018

Chatbots have earned a number of pseudonyms over the last few years. I mean, you wouldn’t call your customer service agent by a different name other than the one they gave you, right? It’s important to understand that not everything that comes under the umbrella of artificial intelligence is considered a “chatbot”.

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Chatbots Interactive Voice Response Virtual Agent Contact Center 125

NobelBiz

JANUARY 10, 2021

Mobility, flexibility, automation… the development of chatbots is the inevitable result of a ten-year technological convergence that has swept across all companies and contact centers. The chatbot, as a conversational robot embedded into a messaging app, enables the creation of a new communication experience with users.

Chatbots 52

Chatbots Contact Center Virtual Agent Scripts 52

SmartAction

FEBRUARY 16, 2021

That’s where the use of an AI-powered virtual agent comes in — for a fraction of the cost of a human agent, an intelligent virtual agent (IVA) is available to assist customers 24 hours a day, 365 days a year. When it comes to customer satisfaction, how do virtual agents compare with live agents?

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Virtual Agent Agent burnout Wait times Chatbots 80

TechSee

FEBRUARY 20, 2018

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. Is it cost reduction?

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Virtual Agent Self service Technical Support Contact Center 132

SmartAction

JUNE 27, 2023

Embrace automation for contact center success in 2023! Are you ready to take your contact center to the next level? In today’s fast-paced world, delivering efficient and effective support while maintaining high customer satisfaction levels is crucial. Don’t let limited finances hold you back!

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Contact Center Virtual Agent Agent burnout Self service 80

Upstream Works

JUNE 9, 2022

The contact center was even more complicated. There were too many different customer needs and too many inconsistencies. The contact center agent’s life was not easy, and we saw it just getting more and more complicated. Now, we are enabling AI applications to help agents, too.

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Contact Center Brand ambassadors Call Center Virtual Agent 157

AWS Machine Learning

FEBRUARY 6, 2023

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. We end by explaining how contact centers can keep AI models up to date using Talkdesk AI Trainer.

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Cloud contact Self service Contact Center Virtual Agent 68

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

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.

Chatbots 56

Chatbots Contact Center Virtual Agent Coaching 56

Talkdesk

FEBRUARY 13, 2020

Gartner’s Four Best Practices for Implementing Extreme Customer Self-Service. Who is answering calls when your contact center is closed? Who is helping your customers when they have questions and problems outside of business hours?

Virtual Agent 54

Virtual Agent Customer Experience B2C Self service 54

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

Talkdesk

APRIL 14, 2020

Laying the foundation with the right infrastructure Contact centers are finding themselves stuck between the proverbial rock and hard place. Oftentimes in 24-hour contact centers, agents share desks and equipment – including headsets. Put simply, contact centers are perfect petri dishes for healthcare crises.

Contact Center 81

Contact Center Virtual Agent Chatbots Healthcare 81

TechSee

NOVEMBER 13, 2018

Customer Service centers have placed high hopes on chatbots, investing large sums in the technology’s automated ability to help customers help themselves. With the right tools, chatbots can be transformed into superheroes that handle huge volumes of customer inquiries, while improving CX and reducing costs.

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Chatbots Virtual Agent Contact Center Enterprise 84

Fonolo

JANUARY 4, 2022

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits. Statistics that Demonstrate the Value of Good Customer Service. Contact Center Trends 2022.

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Customer Service Contact Center Call Center Chatbots 142

SmartAction

MARCH 18, 2019

Everyone knows the limitations of IVR systems, and customers have a gag reflex when they hear most call automation. 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.

Virtual Agent 66

Virtual Agent Interactive Voice Response APIs Contact Center 66

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. Available 24/7. Higher containment.

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Interactive Voice Response Contact Center Virtual Agent Self service 74

CSM Magazine

SEPTEMBER 17, 2020

With the COVID-19 crisis causing a significant increase in customer inquiries, more businesses are turning to Conversational AI to sustain and improve customer and employee communications. Simplifying the creation and maintenance of virtual agents across the enterprise is critical. A Platform to Handle Complexity.

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Virtual Agent Customer Service Contact Center Chatbots 98

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.”

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

Balto

MARCH 29, 2023

Leveraging Artificial Intelligence (AI) in your contact center can help you solve even the most challenging customer experience problems. And with customers having higher service level expectations than ever, deploying AI solutions into your existing contact center systems is vital for business success.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

SmartAction

APRIL 4, 2023

By examining the latest developments in artificial intelligence (AI), the Times correspondents show how virtual voice assistants such as Siri and Alexa squandered their early advantage and left room for the rise of chatbots that use Conversational AI technology. Chatbots are, indeed, a different kind of virtual assistant.

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Virtual Agent Chatbots Self service Banking 85

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. This is the difference between good customer service and a great customer experience.

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Customer Experience Customer Service Virtual Agent Self service 83

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. Customer service has the power to make or break a company.

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Contact Center Customer Service Chatbots Virtual Agent 112

Balto

JUNE 20, 2023

And if you’re still relying on a traditional contact center model with long wait times, scripted interactions, and frustrated customers, your business is destined to lose a lot of customers, and concurrently, money. Modern contact centers can use conversational AI to meet customer demands.

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Contact Center Chatbots Complaint resolution Wait times 52

JustCall

MARCH 9, 2023

Did you know that 70% of customers that had their issues solved favourably in the first call would be willing to return to your business for repeat purchases? This is how important customer experience is, especially in the context of contact centers. What are Contact Center Software Solutions?

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Contact center software Contact Center call center software contact center solutions 52

NobelBiz

JANUARY 10, 2021

For some time now, Chatbots have become famous in contact centers. It is an artificial intelligence tool that can be described as a virtual agent. Indeed, it can interact with customers via instant messaging, and exchanges are based on predetermined scripts and scenarios.

Chatbots 52

Chatbots Call Center Virtual Agent Scripts 52

Xaqt

JUNE 1, 2020

Even before the global pandemic, Contact Center and Business Process Outsourcers (BPOs) were facing new headwinds and competitive pressures. Even before the global pandemic, Contact Center and Business Process Outsourcers (BPOs) were facing new headwinds and competitive pressures. The large cloud providers (ie.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

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

Creative Virtual

APRIL 21, 2022

42% of Americans would rather clean a toilet and 46% would rather go to the dentist than call customer support. These stats, just two of many in the 2022 Achieving Customer Amazement Study , likely have you nodding in agreement thinking about your own painful customer service experiences.

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Customer Support Interactive Voice Response Virtual Agent Contact Center 105

Outsource Consultants

FEBRUARY 21, 2024

“AI will replace human contact center interactions,” according to some CX experts in 2020. Nowhere is this more clear than in the retail industry, where customer preferences vary widely. Where AI Triumphs Chatbots: These tireless assistants handle routine inquiries, personalize interactions, and offer 24/7 support.

Call Center 67

Call Center Virtual Agent Morale Chatbots 67

Liveops

DECEMBER 27, 2018

12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Insights Report] CCW Executive Report: Remote Agents.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

CSM Magazine

MARCH 18, 2021

Poor customer service and perseverance in long waiting loops – what we have begrudgingly accepted as the norm can be changed with the help of modern AI software. Cognigy , an internationally successful pioneer in customer service automation, offers one of the leading Conversational AI platforms (think voice- and chatbots).

Customer Service 75

Customer Service Chatbots Virtual Agent Contact Center 75

Quiq

MARCH 6, 2023

Does your chatbot sound like a robot? Okay, chatbots are robots (hence the name), but they don’t have to sound like something out of a 70s sci-fi flick. Chatbots have come a long way and are getting better at understanding and mimicking human interactions. Here are some ways to make your chatbot sound more human.

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Chatbots Scripts Virtual Agent Personalization 52