Satisfy Your Curiosity About Deploying AI Virtual Agents and Chatbots

Creative Virtual

Do you have a chatbot or virtual agent on your roadmap? Are you curious about successful use cases for AI-enhanced virtual agents? Questions to ask when selecting a chatbot or virtual agent solution. By Mandy Reed, Global Head of Marketing.

Improving customer experience with a virtual agent


AI-powered conversational assistants, or “virtual agents”, can quickly deliver the answers and outcomes over voice-enabled channels. The post Improving customer experience with a virtual agent appeared first on Talkdesk

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From Knowledge Base to Virtual Agents: The Shift to AI-powered Self Service


While still evolving, AI has demonstrated value throughout the customer journey, enabling proactive customer self-service in the form of conversational platforms aimed at consumers, such as chatbots, IVRs, visual bots , etc. AI has also powered decision support tools, which help human agents present customers with relevant information in real time with the goal of making the best decisions and providing the right information to consumers. Decreased agent workload?

What Is an AI-powered Virtual Agent and What Can It Do?


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. These omnichannel solutions are known as AI-powered virtual agents.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

Answer: Virtual assistant (VA) Also called virtual customer assistants, chatbots, avatars, virtual. agents, or concierges, VAs help businesses wow customers with. the natural language capabilities of eGain Virtual Assistant™ to. agents. agents.

Step 2 of 5: AI Self-Service Without Compromise – Virtual Agents Need “Guardrails”


This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents. Best Practice #2: Virtual agents need “guardrails”. AI-Powered Virtual Agents & What They Can Handle.

Top Tips for Implementing a Chatbot or Virtual Agent in 2019

Creative Virtual

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. Many more organisations around the world either have a virtual agent on their 2019 roadmap or are considering adding one. By Mandy Reed, Marketing Manager (Global).

APAC Contact Centres Embracing AI and Virtual Agent Technologies

Creative Virtual

Creative Virtual was excited to be invited back to participate again by our partner Continuous Technologies International Ltd (CTINT) in the Symposium held on 31 October and to attend the Gala the following evening. The advancements in AI and virtual agents are bring more changes.

Fifteen Years & Counting: Navigating the chatbot, virtual agent and AI revolution

Creative Virtual

As we celebrate our fifteen year anniversary , I wanted to share with you some of my thoughts on founding and running Creative Virtual. However, there becomes a core backbone of people that make up the fabric – the culture – of what Creative Virtual stands for: passion, innovation and quirkiness are at the heart of everything we do. Our customer, Transport for New South Wales, won an impressive three awards for their RITA chatbot during 2018!

Video (Part 2): Frost & Sullivan Discusses the Cognitive Abilities of AI-Powered Virtual Agents


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.

Insights into AI: The Virtual Agent at its Best

Rant And Rave

In recent years and months, AI and the rise of the chatbot has been hailed as the saviour of the traditional contact centre. AI Contact Centre

Don’t Be Afraid of Using Virtual Agents in Your Contact Center

Outsource Consultants

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. Don’t Be Afraid of Using Virtual Agents in Your Contact Center.

SUPER AGENT – Helping Chatbots Work Smarter


Customer Service centers have placed high hopes on chatbots, investing large sums in the technology’s automated ability to help customers help themselves. Take a peek into the latest issue of Super-Agent: The contact center is at its wits end. It’s Super-Agent to the rescue!

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG Consulting

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2017 Intelligent Virtual Agent Product and Market Report.

Applications that Improve the Customer Journey

DMG Consulting

Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). For agent-assisted interactions, they pull information from knowledge bases, customer profiles and other online sources that agents need to optimize each interaction. Intelligent virtual agents (IVAs).

The Assets of a Chatbot for your Customer Journey


4 chatbot use cases within the customer journey. A conversational agent can prove to be a particularly effective solution to accompany your Internet users over several phases, in a unified way, so let’s have a look at four chatbot use cases within the customer journey.

We’re Coming to Rescue Your Failing Chatbot Project!

Creative Virtual

Everywhere I go, I hear stories from organisations that have started on chatbot projects which is exciting for the industry. I’ve had many discussions with industry analysts this year who have echoed this same concern, and we’ve encountered this issue first-hand with some of our most recent customers who came to us for help after struggling with other chatbot products. Failing chatbot projects have also garnered negative press coverage for companies.

SmartAction Responds to Pandemic with a No-Fee Rapid Response AI Solution to Rescue Contact Centers from COVID-19 Hold Times


SmartAction is responding to the current crisis with a Rapid Response Virtual Agent that intercepts callers with a seamless channel switching experience to answer commonly asked questions and even screen callers to create an escalation path (e.g.

Esurance: Digital engagement for the modern world


Customer experience chat chatbot customer experience customer satisfaction digital transformation first contact resolution intelligent engagement live chat Nina Nuance Nina virtual agent virtual assistant

The 3 Contact Center Applications That Pay for Themselves

DMG Consulting

If a solution or investment also contributes to agent engagement and retention, it’s even better. In any case, these three applications can make major contributions to enterprises, customers, and agents, and should be considered by all contact centers as they begin to plan their 2018 budgets. Intelligent Virtual Agents (IVAs). Vendors to consider should include [24]7, Artificial Solutions, Creative Virtual, Interactions, Next IT, and SmartAction.

Leverage Your Chatbot to Its Full Capacity

Creative Virtual

Chatbot technologies are becoming more and more common in the business world, but I think most companies have not realized yet how interdisciplinary these artificial intelligence (AI) tools can be. When talking about the obvious benefits of implementing a virtual assistant, organisations look on the short-term and middle-term goals, but long-term objectives can often be overlooked. But what about the long-term pros of having a chatbot?

New York Times Op-Ed Mentions Containment Rate


In general, we say that a transaction was “contained” if it was completed entirely through self-service and didn’t require an agent. This indirectly answers the question, “How much are human agents needed?” Investing in Agents.

6 of the Best Apps for Remote Contact Center Teams


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. The Best Apps for Virtual Contact Center Teams. Using Virtual Contact Center Apps .

Step 1 of 5: AI Self-Service Without Compromise – Identifying the Perfect Fit


This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handled by live agents. Best Practice #1: Identify the Perfect Call Types & Chats for AI-Powered Virtual Agents.

Introducing BB: The Bold360 Chatbot

bold360 Blog

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. Your chatbot experience should be built around the specific customer journey you are trying to optimize. Look for ways to expand your chatbot’s brand.

Why You Need a Voice-Enabled Chatbot


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?

The history of the search engine: from index cards to the AI chatbot


Since then, search has improved exponentially to the point where a personal chatbot to help with our most routine tasks is becoming a reality. One chatbot to rule them all: What is the next step in the search world? How did people find answers before the internet?

Setting Realistic Expectations for AI-Enhanced CX Technologies

Creative Virtual

Even though it was the fourth year Creative Virtual sponsored the joint events, it was my first opportunity to represent the company, so I wasn’t sure what to expect. He outlined Creative Virtual’s top tips for implementing chatbot, virtual agent and live chat technology.

What is a decision tree and why should my chatbot use it?


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? Making transactions using a decision tree in chatbots.

Step 4 of 5: AI Self-Service Without Compromise – Avoid Siloed Channels With a Unified, Omnichannel CX Platform


This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents. When they switch channels, they often need to start all over again and repeat information to multiple virtual assistants or live agents.

A Chatbot for Your Contact Center

Creative Virtual

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. They are missing a chatbot. Chatbots and virtual agents have become essential tools for providing 24/7 self-service to digital customers. Contact centers require a great deal of investment – from recruiting and training staff to putting the necessary tools in place for agents.

The Ever-Changing World of Customer Service Chatbot Creation

Creative Virtual

I started building virtual agents and chatbots for customer service more than 12 years ago. In my experience, there has been a major shift in customer expectations since 2015/2016 in the customer service chatbot industry. Pre-2014, most companies were looking to deploy chatbots that were pretty straight forward and consisted largely of FAQs, scripted conversation flows, keywords and a flat or standard UI. By Jeff Clifford, Project/Account Manager.

“Virtual Moron-Idiot!”: Why Chatbots Fail and the #ChatbotRescue Mission Saving Them

Creative Virtual

It’s hard to find anyone involved with the chatbot and virtual agent industry who hasn’t heard the cautionary tale of Microsoft’s AI chatbot Tay. Described as a ‘machine learning project designed for human engagement,’ Tay ended up becoming an often-cited example of an AI chatbot gone wrong. Fast forward a few years, and the chatbot and virtual agent landscape is now littered with poor-performing implementations and failed projects.

Most AI Chatbots will Fail, and That’s Okay!

NICE inContact

It often eliminates the “on hold” frustration of voice calls and lets contact centers increase productivity by having agents work with 3 or 4 customers at the same time. Chatbots are the most common application of AI for customer self-service and are not as successful (yet), as the hype would indicate. A recent study found that only eight percent of consumers used an AI-enabled service like chatbots, and just 27 percent were highly satisfied.

Incorporating AI into Your Call Center


A better alternative exists for call centers that still use live agents for even the most routine and repetitive inquiries. Conversational AI is best exhibited when an AI agent answers a call, chat, or text and interacts with a customer in real time, just like a human.

A Complete Omnichannel Experience for Those at a Desk and on the Move

Creative Virtual

In my nearly 11 years with Creative Virtual, I’ve worked with organisations across all sectors looking to implement successful virtual agent solutions and have seen the industry and the technology change massively. As the number of communication channels have grown and customers have become more digitally savvy, virtual agent technology has also become more advanced and sophisticated. By Liam Ryan, Sales Director.

Hindsight May Be 20/20 But CX Needs a 20/20 Vision

Creative Virtual

Just as each company is unique, so should be their chatbot, virtual agent and live chat strategy – there’s no one-size-fits-all approach that guarantees success. It’s key that organisations work with a vendor that has the right tools and expertise to help them create and implement a chatbot, virtual agent and live chat vision that is unique to them and their customers. Blog 2020 CX cx vision live chat resources virtual agent