TechSee

SEPTEMBER 21, 2023

Designing Sophie: Generative AI for Service & CX We began working on Generative AI for service about seven years ago, as the shortcomings of chatbots and virtual assistants like Siri and Alexa became clear. These chatbots demanded a lot of effort from users and administrators.

Engineering 109

Engineering Enterprise Chatbots Self service 109

TechSee

MAY 28, 2019

For that reason, successful call deflection strategies allow enquiries to be deflected to self-service channels such as FAQs, live chat, community forums, knowledge center databases and virtual agents. He clicks on programming and is met with a series of videos explaining exactly what he needs to do. Now that’s true success!

Self service 122

Self service Chatbots Virtual Agent Contact Center 122

Altivon

MARCH 20, 2018

Chatbots, Omnichannel and Cloud are three top trends for contact centers. Chatbots: Prosperous Future or Disaster? Through better web-based content, enhanced IVR, the Internet of Things (IoT), virtual agents and, yes, chatbots. Some are offering as many as 12 or more, including messaging, video and social.

Chatbots 40

Chatbots Contact Center CCNG Multichannel 40

Creative Virtual

OCTOBER 26, 2021

We’re coming up on eighteen years since I founded Creative Virtual, and so much has changed in the chatbot and virtual agent space since those early days. It draws from our nearly two decades of experience in the industry to deliver updates to our chatbot, virtual agent, and live chat technologies.

Virtual Agent 52

Virtual Agent Chatbots Engineering Consulting 52

TechSee

MARCH 19, 2019

When a virtual agent fields a customer’s enquiry, collects all relevant details and passes it to a human agent for final approval, how should average handling time ( AHT ) be measured? A customer may use FAQs and live chat, search the knowledge bank while on hold for an agent or send an email after watching a video tutorial.

Self service 146

Self service Metrics Contact Center Virtual Agent 146

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

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

Talkdesk

OCTOBER 8, 2020

Artificial intelligence (AI) and machine learning infused in your client facing tools such as chatbots and virtual agents can deliver human-like experiences to quickly solve simple client issues without the need for live-agent intervention. AI must also ensure the information is consistent and complements a live agent.

Banking 119

Banking Chatbots Virtual Agent Contact Center 119

Creative Virtual

JANUARY 26, 2023

In some cases, one might be willing to accept a certain risk in exchange for very efficiently making large chunks of information available to a chatbot. However its knowledge is not limitless and so on its own it will not have large parts of the information needed for specific chatbot use cases.

Virtual Agent 52

Virtual Agent Chatbots APIs Engineering 52

Netomi

SEPTEMBER 3, 2021

The Netomi chat widget allows companies to use Netomi’s powerful chatbots for customer service to provide immediate resolutions to over 80% of routine questions in seconds. Seamless UX : The widget features quick replies, buttons, carousels and s upports images and video to provide a highly immersive user experience. The result?

Virtual Agent 52

Virtual Agent Chatbots Sales Personalization 52

Creative Virtual

SEPTEMBER 7, 2021

Here’s Mrinal Rai, Lead Analyst at ISG Research, explaining why Creative Virtual has been identified as a Leader in Conversational AI: In their Quadrant Report, the ISG analysts evaluated 19 conversational AI vendors against a robust set of market-driven criteria. And to echo Mrinal’s well wishes: Congratulations Team Creative Virtual!

Virtual Agent 52

Virtual Agent Morale Chatbots Enterprise 52

Creative Virtual

APRIL 27, 2021

Jan Erik and I also discussed current conversational AI trends as well as the evolving role of contact centre agents. We saw record traffic to our virtual agents and chatbots in 2020 as customers turned to online self-service for quick answers to their questions. You can watch Part 1 here.

Virtual Agent 52

Virtual Agent APIs Chatbots Self service 52

AWS Machine Learning

AUGUST 30, 2023

Powered by Amazon Lex , the QnABot on AWS solution is an open-source, multi-channel, multi-language conversational chatbot. This includes automatically generating accurate answers from existing company documents and knowledge bases, and making their self-service chatbots more conversational. 001 (What is an Amazon Fire TV).

Self service 103

Self service APIs Transportation Contact Center 103

Creative Virtual

OCTOBER 7, 2019

Here’s our annual blog post roundup of trends, tips and stats to help you consistently deliver a five-star customer service experience: Top Tips for Implementing a Chatbot or Virtual Agent in 2019 – These eight tips address the most important items organisations should consider when evaluating and deploying chatbot or virtual agent technology.

Customer Service 40

Customer Service Virtual Agent Chatbots Self service 40

SmartAction

MARCH 7, 2023

Watch Now USE CASE VIDEO AI-Powered Virtual Agent Demo Listen to our virtual agent assist callers with a variety of needs, including updating account information, outbound notifications, and more.

Multichannel 85

Multichannel Virtual Agent Self service Accountability 85

Inbenta

JUNE 2, 2021

By automating notifications and reminders, pertinent parties can easily be reminded of important information and receive the answers they need if they interact with virtual agents so that everybody is well informed even if they are not working from the same location or time-zone. Chatbots can simplify onboarding.

Chatbots 83

Chatbots Self service Virtual Agent Morale 83

Jon Arnold

MAY 6, 2021

Nobody is going to sit through a day-long marathon of video streaming - it’s just too intense, and too easy for folks to wander off. Over the last year, vendors have tried all kinds of formats, but it seems clear that the best approach is to do it in manageable chunks of time.

Contact Center 97

Contact Center Virtual Agent Chatbots Enterprise 97

TechSee

MARCH 7, 2022

Virtual agents and chatbots increase the scope of self-service capability and problem resolution, using artificial intelligence, machine learning and natural language processing technology to deliver personalized, intelligent and conversational engagement. Conversational Platforms. User Forums.

Self service 109

Self service Virtual Agent Customer centricity Chatbots 109

Playvox

SEPTEMBER 1, 2021

They are also accustomed to YouTube videos and other content that will shorten their attention span. Face-to-Face Video Communications. Eye contact is powerful and customers generally prefer live agent support. Intelligent Virtual Agent. A virtual agent enables an intelligent, human?like

Customer Service 68

Customer Service Virtual Agent Healthcare Education 68

Fonolo

APRIL 6, 2020

Whether it’s on social media, chatbot or other AI technology features, it’s important to know what your customers want and use tools that will help you increase your ROI. That means that no matter who the customer talks to, the front-line agent has all the information they need to resolve the issue directly in front of them.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

TechSee

FEBRUARY 12, 2018

Go6D next-generation VR panoramic hardware and software enable users to capture full 360-degree videos of the world from their smartphones and unlock new applications for photography, video, 3D, VR and additional areas yet to be discovered. Virtual Customer Assistants. Virtual agent exhibitors at MWC 2018: Nuance.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

Go6D next-generation VR panoramic hardware and software enable users to capture full 360-degree videos of the world from their smartphones and unlock new applications for photography, video, 3D, VR and additional areas yet to be discovered. Virtual Customer Assistants. Virtual agent exhibitors at MWC 2018: Nuance.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

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

TechSee

FEBRUARY 20, 2018

In the early days of self service, companies implemented static channels such as FAQs, how-to videos, troubleshooting guides, and knowledge bases. Here are the steps to get started: Build the virtual agent around a single strategic objective. Is it cost reduction?

Virtual Agent 132

Virtual Agent Self service Technical Support Contact Center 132

3CLogic

APRIL 6, 2021

In this 3CLogic Fireside Chat video, Observe.AI's Co-founder and Chief Revenue Officer, Sharath Keshava Narayana , uncovers the power of Natural Language Processing (NLP) and Natural Language Understanding (NLU) to reveal how organizations are using voice solutions to enable digital transformation and revolutionize the customer service experience.

Real estate 52

Real estate Contact Center Virtual Agent Enterprise 52

Netomi

SEPTEMBER 20, 2021

Chatbots are used by 1.4 Companies are launching their best AI chatbots to carry on 1:1 conversations with customers and employees. AI powered chatbots are also capable of automating various tasks, including sales and marketing, customer service, and administrative and operational tasks. What is an AI chatbot?

Chatbots 126

Chatbots APIs Surveys Analytics 126

SmartAction

JANUARY 28, 2019

AI-powered virtual agents present significant potential to improve the customer experience (CX) in the contact center. From IVR to chatbot and other self-service automation, none exhibit the cognitive capabilities of today’s purpose-driven, practical AI solutions for the contact center. Video Recap.

Virtual Agent 49

Virtual Agent Interactive Voice Response Self service Contact Center 49

Uniphore

JULY 21, 2021

Natural language processing, meanwhile, can be used to find knowledge that lacks text, like educational videos. Virtual Customer Assistants A virtual customer assistant (VCA) can help direct customers to the knowledge they need, rather than forcing them to navigate the site on their own.

Best practices 52

Best practices Customer Service Management Contact Center 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.

Virtual Agent 87

Virtual Agent Chatbots Self service Banking 87

SmartKarrot

OCTOBER 22, 2021

Chatbots to the rescue. It is no surprise that the usage of chatbots in customer service is taking a notch up. In the coming future, chatbots will be able to communicate across different channels and morph into intelligent virtual agents (IVA). Without any further ado, let us get started with the list.

Omni-channel support 10

Omni-channel support Technology Customer Service Chatbots 10

AWS Machine Learning

SEPTEMBER 29, 2022

For a demo video describing the experience of a customer dialing into a contact center and interacting with QnABot, check out the below video: QnABot provides a preconfigured architecture that delivers a low-code experience, as shown in the following diagram.

Virtual Agent 68

Virtual Agent Call flow Interactive Voice Response Contact Center 68

Taylor Reach Group

JUNE 13, 2017

Colin: AI Chat today, often called chatbots or virtual agents, are not very sophisticated and certainly they are not ready for the scalable bulk response’ world JD is speaking about. Chatbots can leverage your FAQ’s to provide responses to consumers, but a good degree of configuration is often required.

Contact Center 58

Contact Center Consulting Consulting Chatbots 58

SmartKarrot

APRIL 17, 2023

This technology has come a long way since the early days of chatbots, and today’s AI-powered conversational interfaces can understand and respond to human language in a way that is almost indistinguishable from a human. Rule-based chatbot: Rule-based systems use pre-programmed responses to specific inputs and are not very sophisticated.

Upselling 10

Upselling Chatbots Virtual Agent Coaching 10

SmartKarrot

JUNE 28, 2022

Conversational messaging platforms such as messaging platforms and chatbots offer interconnected capabilities, so both parties get to interact on the platform. With conversational messaging, it is possible to include images, video, audio, documents, etc. Both of them can be addressed via conversational AI such as chatbots.

SaaS 10

SaaS Scripts Chatbots B2B 10

TechSee

NOVEMBER 19, 2019

Conversational AI platforms – better known as chatbots – have become the go-to technology for automating and scaling simple customer episodes. Customers can now use text, voice and images to help a virtual agent understand their problems. The move toward conversational platforms.

Interactive Voice Response 19

Interactive Voice Response Self service Abandon Call Virtual Agent 19

bold360 Blog

FEBRUARY 20, 2019

On the other end of the spectrum is a fully personified virtual agent that takes the form and personality of a human – with a face and a name. We started with a very simple AI-powered chatbot on our website and then quickly wanted to expand the breadth, and quality, of the experiences it delivered. Create bot brand guidelines.

Chatbots 40

Chatbots Brand ambassadors Virtual Agent Best practices 40