contact center workforce Customer Experience Virtual Agent Wait times 
Interactions
JULY 7, 2022
In order to address the delicate balance of customer experience and scalability, the technology implemented must be able to deliver human levels of conversation and understanding. In other words, customers shouldn’t feel like they are talking to a robot. Virtual agents also scale quickly to handle unpredicted or seasonal volume.
Aspect
MAY 15, 2018
It’s in the Uber app that minimizes your wait time after you hail a car. Looking specifically at the contact center industry, we have seen a recent flurry of activity around chatbots, intelligent IVRs and virtual agents. It’s in the iRobot that cleans your floors. It’s the intelligence in driverless cars.
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