Automation: The Contact Center’s Grocer

Contact Center Pipeline

Technology AI artificial intelligence call center automation chatbots contact center technology intelligent virtual agents robotic process automation RPA virtual assistantsIn times of crisis, we often find heroes in the unlikeliest of places.

Managing Through COVID-19: A Roundup of Tips, Tools and Tech for Contact Centers

Contact Center Pipeline

Over the past eight months, like many of our readers, we have been forced to pivot our editorial coverage to focus on the impacts of COVID-19 on the contact […]. We are finally at the end of a turbulent 2020.


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Preparing Your Contact Center for the Age of Virtual Agents

Taylor Reach Group

These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to go in because of the pandemic. It’s time to take a deeper dive into the word of virtual agents.

Artificial Intelligence—The Post-Pandemic Contact Center Superhero

Contact Center Pipeline

Technology AI AI-enabled communication artificial intelligence automated scheduling automation call center contact center intelligent virtual agentsI have to admit, I’ve never gotten the whole superhero thing.

5 Best Practices for AI Self-Service Without Compromise

Speaker: Tom Lewis, CEO of SmartAction

Advances in conversational AI have led to the growing adoption of cloud-based virtual agents to automate conversations traditionally handled by live agents over voice, chat, and text. Join Tom Lewis, CEO of SmartAction, and learn 5 best practices that leading organizations are using to transform to AI self-service without compromising an ounce of Customer Experience (CX).

Contact Centers Stream Past Virtual Agents to Virtual Presence

CX Global Media

For many contact centers taking the leap to implement virtual agents to handle the simple and repetitive tasks is somewhat an easy decision to make. But for one contact center that implemented virtual agents, their call handle times quadrupled! For those of you in contact center operations, this is not a huge surprise. After implementing virtual agents, more of the complex customer interactions remained.

AI adoption in contact centers – virtual agents


AI adoption in contact centersvirtual agents The voice-bot is emerging as an attractive conversational-user-interface which offers accessible and comfortable user interaction. Contact center teams are enthusiastically rolling out virtual agents.

The Sustainable Work-From-Home Contact Center: AI-Powered Virtual Assistants Lighten the Workload for Agents

Contact Center Pipeline

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model.

Helping Agents Helping Customers

Contact Center Pipeline

Publisher’s note: Rob has kindly written and expanded on this article for Contact Center Pipeline he first wrote and published on LinkedIn titled “Where Have all the People Gone?”

The DNA of an Intelligent Virtual Agent


Intelligent virtual agents are zeros and ones that make up a human’s approach to simulate humanity as best as possible. While artificial intelligence isn’t human, its unique DNA sequentially makes up a superb customer experience in a contact center solution.

How to Build ROI for Conversational AI

Speaker: Sofia Burton & Tiffany O'Malley from SmartAction

In this webinar, our leading experts will walk you through step-by-step to build an ROI for conversational AI.

3 ways virtual agents can boost call center efficiency


Self-service is a hot topic in the call center industry. From knowledge bases to virtual agents, the potential disruption that a solid set of self-service applications can bring to contact center efficiency and customer experience is unquestionable and justifies all the buzz.

Why Your Customer Service S S: And Solutions

Contact Center Pipeline

Customer Experience AI artificial intelligence CCaaS chatbots Contact Center as a Service customer experience CX Trusted Advisor UCaaS Unified Communications as a Service virtual agents

5 Ways AI-powered Virtual Agents Improve CX in Utilities


AI-powered virtual agents have come a long way since the days of “Press 1 for billing. This allows AI-powered virtual agents to follow complex dialogue at the rate of normal conversation — yes, even alphanumerical interactions, the most challenging type to capture.

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


Although this information can usually be found in the user manual, customers looking for assistance with these basic tasks drive a large volume of calls to the customer care center, which can be avoided with self-service. 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?

Start Every Conversation with AI: The Front Door for Intelligent Customer Service

Speaker: Brian Morin & Helena Chen from SmartAction

In a typical 6-minute customer service call, only 25% is valued customer interaction. How can you render this process more efficient and give space for the valued interaction to shine? By starting every conversation with AI. Sign up to learn more!

Making the Case for an Intelligent Virtual Agent

DMG Consulting

Making the Case for an Intelligent Virtual Agent. The challenge is that many companies successfully using interactive voice response (IVR) solutions to displace a large percentage of contact center calls don’t yet appreciate the greater potential value of intelligent virtual agents (IVAs). The financial justification is based on reducing the number of live agents, but this doesn’t mean having to fire agents or other employees.

Virtual Agents vs. Live Agents: The Battle for CSAT


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. Total Call Volume Transferred to Live Agents.

How Virtual Agents Help the Live Agent Workforce


Since the dawn of conversational AI integrating into contact centers, one thing has been heard repeatedly … The robots are here to take our jobs! Yet when examining the facts versus fiction that sentient bots are here to end the live agent workforce, the opposite is true.

Virtual Agents in the Contact Center: Data Gathering Made Easy

NICE inContact

When it comes to reducing expenses within contact center operations, one of the best ways to do so is to reduce the amount of time that live agents spend on the phone. With that being said, one of the biggest time-consumers of live agent minutes comes from repetitive and tedious data gathering. This happens on virtually every call, as agents generally perform customer identification duties whether or not the system has already done so (more on that later).

4 Ways AI-powered Virtual Agents Automate the Contact Center

Speaker: Tom Lewis, CEO of SmartAction

Most contact centers have an over-reliance on live agents for even the most rudimentary and repetitive call types. Hear examples from AAA, MGM Resorts, Hyundai, and Office Depot on how they are leveraging the power of conversational AI through cloud-based virtual agents to automate the call and chat types handled by live agents.

What is a virtual agent and how does it work?


This tendency, coupled with increasingly mature artificial intelligence (AI) technologies, has raised attention to the role and impact of virtual agents in contact centers and customer experience (CX). What is a virtual agent?

Improving customer experience with a virtual agent


Who is answering calls when your contact center is closed? AI-powered conversational assistants, or “virtual agents”, can quickly deliver the answers and outcomes over voice-enabled channels.

Unleash Your Customer Service Team’s Full Potential with Virtual Agents


Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. What, Exactly, Are Virtual Agents?

Unleash Your Customer Service Team’s Full Potential with Virtual Agents


Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. What, Exactly, Are Virtual Agents?

The 5 Categories That Rule Virtual Agents

Speaker: Brian Morin, CMO, Mark Landry, VP Product, Marilyn Cassedy, Director of Customer Success, SmartAction

It just so happens that whenever we design and deploy a new AI-powered virtual agent over voice, the self-service application invariably falls into one of 5 distinct categories. This has been true for more than a hundred clients encompassing hundreds of use cases across 12 industries. Having a keen awareness of where or how AI fits in your contact center for a great CX and ROI begins with understanding how to broadly classify your interactions. If it fits into one of these 5 categories, a live human agent should never handle it. Join Brian Morin, Mark Landry, and Marilyn Cassedy of SmartAction, and learn how to streamline your customer service.

Why Contact Centers Should Test Bi-Directionally for Voice Quality


According to this recent Qualtrics study that examined more than 2,000 consumers, 100 contact center agents, and thousands of customer journeys, it only takes one interaction with a contact center to change how 78% of consumers feel about a company… permanently.

What is the Difference Between IVR and Virtual Agents?


Your call center is a place of opportunity. Customers reach out to your contact center for many reasons. The service you provide in your contact […]. The post What is the Difference Between IVR and Virtual Agents? Agent Experience

Cisco Receives 2020 Contact Center Technology Award from CUSTOMER Magazine

Cisco - Contact Center

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month.

Vlog: How AI-Powered Virtual Agents Have Changed the Contact Center Landscape


AI-powered virtual agents present significant potential to improve the customer experience (CX) via call center automation. When it comes to the contact center specifically, companies are still focused on improving the CX while aiming to reduce costs. A series of notable roadblocks have remained fairly consistent for the contact center over time. Difficulty implementing and deploying new contact center technologies. Agent turnover.

The Post-Covid CX Powered by AI

Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group

Adapting to a post-Covid world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Most companies looking to ditch a "Press 1" experience struggle with where to start and how to infuse natural language into their existing technology stack. Join this webinar with TechStyle Fashion Group who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. Also joining is SmartAction who manages the AI-powered CX for more than 100 brands.

Contact Centers’ Digital Transformation Has Only Begun

DMG Consulting

Contact Centers’ Digital Transformation Has Only Begun. A speedy transition was vital, and there was little time for niceties like making sure agents and other employees had a quiet place to work, high-speed bandwidth, a properly configured PC, or even a chair. It was a brute force exit from the office, but contact centers were highly effective in getting their folks home and back online so they could be available to assist their companies’ customers and prospects.

Should You Build or Buy Conversational AI Automation for the Contact Center?


But why exactly should you buy rather than build an automation solution for your contact center? For example, using ANI lookup or GPS location pinpointing, an intelligent virtual agent gains the human ability of personalization. We’ve all been there.

Contact Centers Can Thrive in the Worker Shortage


How does conversational AI automation for the contact center fit into solving the issue of not having enough workers for all the demand? The ROI for conversational AI was always the cost: 1/3 the cost of a live agent.

Electrolux Assesses Their First 6 Months with Virtual Agents


Electrolux, the 2nd largest home appliance manufacturer in the world who sells under a variety of brand names worldwide like Frigidaire and AEG, made the transformation to AI-powered virtual agents six months ago to automate more in their contact center. Ross Tudor, Head of Electrolux’s Customer Engagement Center, shares their rollout, results, and best practice tips for other contact center leaders. 14% of callers request a live agent transfer.

The Conversational AI Journey: What to Expect from Start to Finish

Speaker: Gary Davis, SmartAction CEO

Join us for this webinar as Gary Davis, SmartAction CEO, shares insights and best practices for implementing AI virtual agents in the contact center.

Helping AI Help Agents: A Better Way to Use AI Applications in the Contact Center

Upstream Works

After five years of providing what amounted to call center plumbing, we had really zeroed in on what call centers did and realized that the heart of a call center was and always will be the people that operate the phones. The contact center was even more complicated.

IVAs: Using AI to Serve Customers and Contact Centers

DMG Consulting

IVAs: Using AI to Serve Customers and Contact Centers. Intelligent virtual agents (IVAs) represent the future of omnichannel self-service, a new standard of voice and digital self-service in a channel-optimized format. They can also provide contact centers with context-aware guided support and relevant information for each individual customer interaction, for agent-assisted or escalated self-service interactions.

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. What is an AI-powered virtual agent? At the most basic level, an AI-powered virtual agent can do many things that a live agent can do.

The Hybrid Contact Center Workforce of 2030

DMG Consulting

The Hybrid Contact Center Workforce of 2030. It’s 2030, and one of your agents is making mistakes. The contact center workforce has already started to change. This represents the first major shift in employment opportunities for the contact center industry.

Navigating the Worker Shortage in the Contact Center

Speaker: Brian Morin, Helena Chen, and Sofia Burton from SmartAction

The latest trend in the contact center has CX leaders worried -- across industries, there is a massive shortage of workers. In a complete reversal from the widespread layoffs that occurred during the coronavirus pandemic, employers are now struggling to attract talent and fill open positions. As the U.S. continues to recover from the economic implications of the global pandemic, join us for this discussion on technologies that have paved the way for a burgeoning remote workforce, the adoption of AI-powered virtual assistants, and more.