SmartAction

FEBRUARY 13, 2024

Designing Customer-Centric Order Management Automation Understanding Customer Needs To build an automated system that truly resonates with your customers, begin by conducting a thorough analysis of customer behavior and preferences. This allows virtual agents to provide personalized updates.

Best practices 64

Best practices Virtual Agent Management Chatbots 64

Creative Virtual

OCTOBER 3, 2022

Happy Customer Service Week! Observed every year during the first full week of October, Customer Service Week is an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis. The Generic ‘Chat Now’: Virtual Agent or Live Chat?

Customer Service 52

Customer Service Virtual Agent Self service Chatbots 52

SmartAction

OCTOBER 19, 2022

Conversational chatbots are one of the top market disruptors in call center automation. However, in recent years their use has declined as businesses have learned how difficult it is to properly maintain a chatbot that actually helps customers to accomplish their goals. Why is it So Hard to Implement and Maintain a Chatbot?

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

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

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

Creative Virtual

FEBRUARY 7, 2023

When you consider recent CX research indicates a personalized experience is important for customers in their purchasing decisions, it makes sense that businesses will work towards this in order to improve customer satisfaction. Today personalized virtual agents are delivering more value to organizations than non-personalized solutions.

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

SmartAction

OCTOBER 25, 2023

In today’s rapidly evolving customer service landscape, businesses face a multitude of choices when it comes to interacting with their customers. The advent of digital communication channels such as chat, email, and social media has provided convenient alternatives for customer inquiries.

Interactive Voice Response 90

Interactive Voice Response Customer Service Virtual Agent Self service 90

Creative Virtual

OCTOBER 4, 2021

Happy Customer Service Week! It’s the first full week of October, and that means it is time once again for the annual week-long global celebration of the importance of customer service, the people who deliver that service, and the impact it has on business success. By Mandy Reed, Global Head of Marketing.

Customer Service 52

Customer Service Virtual Agent Chatbots Self service 52

SmartAction

NOVEMBER 15, 2023

Underpinned by state-of-the-art technology, you can now have a conversation with virtual agents who will understand customer needs and address them quickly. AI-Powered Chatbots AI-driven chatbots have evolved into sophisticated virtual assistants.

Self service 99

Self service Virtual Agent Chatbots Analytics 99

Creative Virtual

OCTOBER 13, 2020

This means that companies are always on the hunt for ways to meet those expectations, build brand loyalty and deliver a better customer experience. 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. Her conclusion?

Customer Service 59

Customer Service Virtual Agent Self service Chatbots 59

SmartAction

JUNE 9, 2023

Some notable examples include: Chatbots : Chatbots are AI-powered virtual agents, built in-house or by third-party vendors , that engage in text-based conversations with users. They are widely used in customer support, providing 24/7 assistance. Chatbots often answer FAQs, and guide users through various processes.

Virtual Agent 74

Virtual Agent Chatbots Self service Feedback 74

AWS Machine Learning

FEBRUARY 6, 2023

In the second part of this series, we describe how to use the Amazon Lex chatbot UI with Talkdesk CX Cloud to allow customers to transition from a chatbot conversation to a live agent within the same chat window. This gives us the best of both worlds, enabling WaFd to serve its clients in the best way possible.”

Cloud contact 68

Cloud contact Self service Contact Center Virtual Agent 68

Creative Virtual

OCTOBER 7, 2019

Happy Customer Service Week! Every year during the first full week of October we celebrate the importance of customer service and the people who serve and support customers around the globe. This post explores creating the right chat/service balance when supporting digital customers.

Customer Service 40

Customer Service Virtual Agent Chatbots Self service 40

Lumoa

NOVEMBER 30, 2022

Conversational AI is a browser-based messaging service that connects customers with the platforms they use. Typically, you would see this in the form of a ‘Live Chat’ pop-up that provides automated responses to customer queries. With conversational AI put into play, providing a great customer experience in retail becomes easier.

Customer Experience 83

Customer Experience Chatbots Virtual Agent Sales 83

Inbenta

OCTOBER 23, 2017

When it comes to chatbots, businesses want to know one thing. The million dollar question for a market which will be worth billions within a few years is – can my virtual agent answer my customers’ questions? In the context of chatbots, a decision tree essentially helps them find the exact answer to your question.

Chatbots 75

Chatbots Virtual Agent Self service Accountability 75

GetFeedback

APRIL 17, 2019

To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support. And they don’t always.

Customer Service 102

Customer Service CRM Self service Gamification 102

Creative Virtual

DECEMBER 10, 2020

I don’t need to tell you that not everything went as planned, but there were still some bright spots for us and the chatbot, virtual agent and live chat industry. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen. 2020 was a record-breaking year for use of our virtual agent and chatbot implementations.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

SmartAction

OCTOBER 30, 2018

Conversational chatbots were one of the leading marketing disruptors in call center automation last year, but fell in popularity as companies discovered the complexity of sustaining an efficient and successful chatbot. So what makes chatbots so difficult to implement and maintain?

Chatbots 40

Chatbots Call Center Interactive Voice Response Virtual Agent 40

TechSee

FEBRUARY 12, 2018

This year’s MWC promises to be a huge event, with 2,300+ exhibitors presenting the latest and greatest in mobile technology to 108,000+ attendees from 208 countries. That’s quite a lot of new ideas, apps, presentations and giveaways to sift through. Well, if you happen to be in customer service, this list is for you.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

This year’s MWC promises to be a huge event, with 2,300+ exhibitors presenting the latest and greatest in mobile technology to 108,000+ attendees from 208 countries. That’s quite a lot of new ideas, apps, presentations and giveaways to sift through. Well, if you happen to be in customer service, this list is for you.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

Creative Virtual

DECEMBER 7, 2021

They also discussed the findings of ISG’s research and current successful virtual agent implementations. Here’s a recording of their full discussion: When ISG held their awards ceremony in October, Chris and Liam Ryan, Sales Director, were able to accept Creative Virtual’s trophy in person from Jan Erik.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

Creative Virtual

DECEMBER 8, 2022

Being recognised as the best in conversational AI made our Founder & CEO, Chris Ezekiel, contemplate what makes a virtual agent or chatbot a true conversational AI solution and share his insights in a blog post. How Creative Virtual’s Gluon Software is Next Level for Chatbot Tech – Wharf Life interview.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

TechSee

MARCH 19, 2019

Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. With many of these channels and tools enabling self-service, old-school KPIs are no longer sufficient. Total Cost Per Contact.

Self service 146

Self service Metrics Contact Center Virtual Agent 146

Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 as we also celebrated the 15th anniversary of Creative Virtual. By Rachael Needham.

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

Creative Virtual

SEPTEMBER 24, 2019

For as long as virtual agents and chatbots have been used by companies to provide customer self-service, they have been criticised for removing the human touch from interactions and taking away the opportunity to build an emotional connection with customers. By Mandy Reed, Global Head of Marketing.

Self service 40

Self service Virtual Agent Chatbots Best practices 40

Creative Virtual

JUNE 13, 2019

Not only are they still a customer today, but they also became the first on a long list of brands our team would work with in the financial services industry. Over the years, we’ve developed an expertise in creating, implementing and maintaining chatbot, virtual agent and live chat solutions for major financial organisations.

Virtual Agent 40

Virtual Agent Customer Experience Chatbots Best practices 40

Creative Virtual

JULY 27, 2022

70% of contact centres report escalating customer churn. 68% of contact centres are experiencing increased agent attrition. 66% of contact centres report that dealing with frustrated customers is impacting the mental health of frontline customer service employees. The findings of this survey are not good.

Self service 52

Self service Chatbots Virtual Agent Surveys 52

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

Babelforce

SEPTEMBER 1, 2021

Common examples include smart devices like Amazon’s Alexa, digital assistants like Siri and customer service tools like IVRs. Businesses are increasingly offering a virtual agent as an alternative service option, totally removed from their IVR and voice channel. How does conversational AI work?

Interactive Voice Response 52

Interactive Voice Response Virtual Agent Upselling Chatbots 52

Babelforce

SEPTEMBER 1, 2021

Common examples include smart devices like Amazon’s Alexa, digital assistants like Siri and customer service tools like IVRs. Businesses are increasingly offering a virtual agent as an alternative service option, totally removed from their IVR and voice channel. How does conversational AI work?

Interactive Voice Response 52

Interactive Voice Response Virtual Agent Upselling Chatbots 52

Creative Virtual

NOVEMBER 10, 2020

Like many industry events this year, the annual HKCCA (Hong Kong Customer Contact Association) Symposium went virtual on 5 November. Our partner Continuous Technologies (CTINT) was once again an event sponsor and graciously invited me to present on the Symposium theme of Future Fit.

Virtual Agent 52

Virtual Agent Chatbots Best practices Technology 52

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.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

Creative Virtual

OCTOBER 30, 2018

The explosion of media hype around artificial intelligence (AI) and chatbots over the past few years – and the subsequent confusion in the customer experience (CX) space – is one of topics Creative Virtual discusses in our article for The Parliamentary Review.

Best practices 40

Best practices Chatbots Virtual Agent Self service 40

Creative Virtual

JUNE 2, 2020

In the 2020 edition of The Inner Circle Guide to AI-Enabled Self-Service (available for download in a UK version and in a US version ), ContactBabel surveyed business leaders about their current and planned customer service offerings and investments.

Virtual Agent 52

Virtual Agent Self service Surveys Chatbots 52

Talkdesk

APRIL 23, 2020

Customers change their opinion about a brand based on a bad customer experience, which shows that all interactions count. The 21st-century customer is extremely demanding and seeks real-time, personalized, effective and immediate customer service to solve their problems.

Contact Center 52

Contact Center Virtual Agent Cloud contact Chatbots 52

JustCall

MARCH 9, 2023

Genesys Cloud CX Genesys Cloud CX Genesys’ cloud contact center software is ideal for businesses seeking to foster long-term customer relationships. Cons: While Aircall is one of the best options for enterprise cloud contact center software out there, it doesn’t allow you to customize it to the extent you would prefer.

Contact center software 52

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