Customer Care Enterprise Self service Virtual Agent 
Interactions
AUGUST 29, 2022
Virtual agents have come a long way. And while some companies are certainly still using automated systems from the dark ages, forward-thinking brands have taken advantage of advancements in technology for big steps forward in customer experience self-service. . But what’s next? Here’s what we found out. .
TechSee
MARCH 19, 2019
Modern contact centers are made up of a complex combination of humans and virtual assistants – using both natural and artificial intelligence – operating over multiple channels and using a wide range of tools to solve customers’ issues. Customer care center metrics in the era of self-service clearly require a different approach.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
DMG Consulting
AUGUST 9, 2018
DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. State of the art self-service and compelling benefits that transcend verticals. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.
Interactions
MAY 14, 2020
Of the respondents, 45% said they would prefer to have their inquiries handled by AI if it would be faster, and 21% indicated that they are now more comfortable having a full conversation with an AI agent. So, be transparent and let your customers know who they are dealing with up front. . Contact Center Challenges.
DMG Consulting
NOVEMBER 14, 2020
An essential element in achieving this goal is to make it easy for customers to conduct business by allowing them to interact in their preferred channels, which are increasingly digital. A unique feature of conversations in the new digital era is that they can start, stop, start and continue when the customer chooses.
DMG Consulting
AUGUST 3, 2020
The Report focuses on contact center and service-related uses of interaction (speech and text) analytics. It also explores the broader uses of interaction analytics throughout enterprises. IA solutions provide insights into customers’ needs and wants, as well as their emotions and sentiment.
3CLogic
DECEMBER 1, 2022
The Gap Between Systems of Record and Enterprise Phone Systems. 26% want to use SMS for customer care. By itself, modernizing enterprise phone systems to meet these wants and needs is not an issue. The report referenced above lays this out in stark detail. 23% need the ability to automatically log calls.
Expert insights. Personalized for you.
62 
Let's personalize your content