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

TechSee

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. Drivers for customer self-service. Organizations generally implement self-service tools within their customer support processes as a response to a business challenge. The rise of Artificial Intelligence in customer self-service.

From Skeptic to Believer: The Choice Hotels Story on AI-powered Virtual Agents for Voice

SmartAction

Earlier this month, Choice Hotels, the 2nd largest hotel franchiser in the world with more than 7,000 locations, took the stage for the virtual Customer Response Summit hosted by Execs In The Know. Director of Customer Care Strategy and Pauline Aponte, WFM.

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DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report

DMG Consulting

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 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 2019-2020 Intelligent Virtual Agent Product and Market Report.

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report

DMG Consulting

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. What: Releases 2018 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 2018 Intelligent Virtual Agent Product and Market Report.

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

SmartAction

AI-powered virtual agents present significant potential to improve the customer experience (CX) in the contact center. The advantages of automating more customer care-related processes are real and it’s important to understand why these new AI-powered options are superior to the traditional automation that most contact centers offer. Automate More with AI-Powered Virtual Agents. This type of predictive prompting exudes customer-centricity.

Taking a Platform Approach to Conversational AI Brings Simplicity and Speed to Digital Transformation

Waterfield Technologies

The current, global challenges in managing the COVID-19 pandemic has forced many customer care organizations to transition to a remote workforce while, at the same time, experiencing significant increases in […].

SmartAction Names Former Convergys CEO, David Dougherty, to Board of Directors

SmartAction

The former Convergys Chief Executive Officer becomes the latest addition to SmartAction’s Board of Directors to assist in the growth of its top-rated AI-powered virtual agent solution for contact centers. El Segundo, CA – Feb 22, 2019 – SmartAction, the top-rated AI-powered virtual agent solution for contact centers, today announced the appointment of David Dougherty to its Board of Directors. I don’t want to wait on hold to talk to a person, and neither do customers.

The Artificial Intelligence Journey in Contact Centers

Cisco - Contact Center

I would like to share some thoughts pulled together in discussions with developers, customer care system integrators and experts, along one of the many possible journeys to unleash all the power of Artificial Intelligence (AI) into a modern customer care architecture. In news out last year, Cisco announced a partnership with Google: “Give your contact center agents an AI-enhanced assist so they can answer questions quicker and better. ….

Consumer Behavior is Changing, and it’s AI’s time to Shine

Interactions

From conducting more business over video meetings, to doing more shopping via apps and over the phone, people’s behavior and perspective of virtual interactions has changed for good over the past few months. So, be transparent and let your customers know who they are dealing with up front. .

Why an Omnichannel Call Center is Critical for a Successful Customer Experience

SmartAction

Call centers aren’t just handling calls anymore, now that customers have so many ways to communicate with brands. Every organization should be working towards an omnichannel call center, where customers can seamlessly move between channels. Recently, SmartAction CEO Tom Lewis, along with Director of Marketing Charlie Schrier, discussed how an omnichannel call center improves customer experience. Learn more about how AAA clubs offer omnichannel service with AI agents.

The key to helping customers in a market that values empathy

Liveops

Matching culture and language resolves customer needs faster. businesses offshoring their customer service began a couple of decades ago, the opportunity to cut costs was paramount. However, they came at the expense of deteriorating customer satisfaction. Foreign-based agents, while often skilled and well-educated, present communication challenges which can hinder their ability to help callers in all the dynamic ways that come ingrained for local agents.

Helping Financial Organisations Deliver 24/7 Customer Support: Part 1

Creative Virtual

At Creative Virtual, we monitor our deployments continuously, and our tools are very sensitive to quick changes. We can always clearly see social patterns and trends being reflected in the usage of our virtual agents. By Laura Ludmany, Knowledgebase Engineer.

Delivering Self-Service During the COVID-19 Uncertainty, Part 1: Supporting Customers

Creative Virtual

Advancements over the past several years in conversational AI technologies, including chatbots and virtual agents, have made them a go-to solution for providing cost-effective and easy-to-use support on digital channels. By Chris Ezekiel, Founder & CEO.

Hold times are unacceptable – now more than ever

Interactions

Naturally, I picked up the phone and dialed their 800 number to schedule my delivery, only to be put on hold for over 25 minutes before speaking to an agent. Increased sales also means increased support, service, and care requests. Virtual Agents can help.

A Successful Self-Service Strategy Requires Looking at the Bigger Picture

Creative Virtual

With physical offices and locations closed, many are struggling with the influx of customer questions to their contact centres – an issue that may be compounded by the sudden need to support agents working from home. By Mandy Reed, Global Head of Marketing.

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.

Lifesize CxEngage + Omilia: Evolving the Customer Experience Through Impactful AI

Serenova

The contact center certainly isn’t spared, and no one has time to be concerned with buzzwords that don’t deliver on their promise, particularly in the midst of a continued global pandemic where customer service and demands have never been more spotlighted on center stage.

What is Live Chat? 5 Big Ways It Can Help Your Business

Bold360

Today’s customer expects quick responses across all channels, especially during an uncertain time of global pandemic and economic recession. Many customers justifiably don’t want to spend their valuable time waiting on the phone or writing an email that might not get a response for days.

Yes, you can increase CSAT and NPS during the holidays

Liveops

In terms of retail and e-commerce, the holidays bring in peak sales, traffic, and engagement with new shoppers—along with opportunities to convert those shoppers into repeat customers. Contact center managers, meanwhile, can look forward to the potential year-end bonus for hitting year-end customer satisfaction (CSAT) and net promoter score (NPS) goals. After all, more sales and more customers necessitate more agents.

New KPI Metrics in the Era of Self Service

TechSee

Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. 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. If a customer wants to upgrade his level of service?

Call Deflection strategies in the age of self-service

TechSee

Call deflection is the process of routing a customer enquiry to an alternative service channel. The goal is both to ensure customers receive the answers they are seeking in the most efficient manner and to reduce the number of inbound calls routed to human agents. 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.

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040

DMG Consulting

The process of change, combined with the digital transformation, will improve the customer journey and enhance the customer and agent experience while reducing costs.”. DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. 3/4/2020.

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report

DMG Consulting

Enterprises are seeking tools to help them understand and address customer needs more quickly. Today’s SA solutions give enterprises much-needed first-hand access to the voice of the customer (VoC) from all voice and digital channels, including social media, to “hear” what customers are saying. We also expect to see more speech analytics ’seats’ being sold as embedded capabilities in other applications, such as intelligent virtual agent (IVA) solutions.”.

The Power of Voice for Utility Providers

Interactions

Power Utilities expert Andrew Heath believes senior utility execs are fast realizing focusing on customer engagement is no longer a “nice-to-have” but is instead a must-have, especially across digital channels. Companies spend the large majority of their customer service on voice.

3 Ways to Improve Agent Experience with Technology

Interactions

Improving agent experience not only benefits agents, but also your customers and your business. But with an increasing focus on technology, it can seem like live agents are getting left behind. . What is agent experience? It’s not easy being a contact center agent.

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG Consulting

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/2/2020.

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report

DMG Consulting

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. 9/30/2020. Digital-first servicing drives improved CX and brand engagement.

The Relationship Between GigCX and Customer Lifetime Value

CSM Magazine

Megan Neale, Co-Founder and COO at Limitless explores the relationship between GigCX and Customer Lifetime Value (CLV) and how it enables brands to re-think their approach to customer service. This can only be achieved when using human rather virtual agents.

DMG Consulting Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report

DMG Consulting

The 2019 Congtact Center Workforce Optimization Mid-Year Market Share Report provides a detailed breakdown of revenue for the following 21 named vendors: 8×8, ASC, Aspect, Avaya, Calabrio, ComputerTel, CSI/Virtual Observer, DVSAnalytics, Enghouse, Envision, Genesys, HigherGround, Mitel, NICE, OnviSource, OpenText, Serenova, Verint, VirtualLogger, Xarios and ZOOM International. . DMG Consulting Releases 2019 Contact Center Workforce Optimization. Mid-Year Market Share Report.

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report

DMG Consulting

IA proves essential during COVID-19 for customer insights and employee oversight. IA solutions provide insights into customers’ needs and wants, as well as their emotions and sentiment. DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. 7/23/2020.

DMG Consulting Releases 2019 Call Tracking Product Report

DMG Consulting

Companies appreciate the value of call tracking in delivering significant improvements in marketing efficiency and effectiveness, quantifiable increases in sales, and high levels of customer satisfaction. Marketing organizations need to know which campaigns are most effective in attracting customers and generating revenue. This results in higher conversion rates, increased revenue, improved brand loyalty and an enhanced customer experience.

Changing Digital Expectations and CX Trends in 2020

Creative Virtual

As with many other aspects of life and business, customer experience trends and expectations have been greatly impacted by the global health crisis this year. 52% believe customers are more willing than ever to switch brands if unsatisfied. By Mandy Reed, Global Head of Marketing.

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report

DMG Consulting

Predictive analytics is already helping companies make better hiring decisions and reduce agent churn. DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. 4/8/2020. New-gen WFM takes staffing and service optimization to the next level.

Classifying Spoken Utterances Without a Dictionary

Interactions

Improved artificial intelligence (AI) technologies along with the widespread availability of capable devices has led to a recent surge in speech-driven conversational systems that allow users to interact with virtual agents. This blog is written courtesy of Interactions R&D team.

The Pivot to 100% Remote Training in the Contact Center

BlueOcean

When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. The key, of course, was that everything, including agent training, had to pivot to a virtual environment.

Redefining your CX strategy: The COVID-19 Effect

Interactions

Businesses are gearing towards opening up while maintaining the safety and security of their employees as well as the customers. So how can businesses redefine their customer experience or customer service strategy to fit this world? Reimagining Customer Service Strategy.

3 Considerations for an opti-channel digital transformation strategy

Interactions

And it’s no longer just about having digital channels, like websites and apps, but having an integrated system of digital accessibility so that customers can quickly and efficiently get done what they need. . This means anticipating a customer’s needs before they become a problem.

C3 San Francisco 2018: Enabling conversational commerce for customer service

Creative Virtual

Creative Virtual is a sponsor for C3 San Francisco and will be lending our expertise in building and deploying conversational systems to the conference agenda. Members of the Creative Virtual team will also be available at our stand to share live demonstrations and success stories of organizations around the world already using our V-Person virtual agents, chatbots, and live chat to optimize their conversational customer care.

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report

DMG Consulting

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. 11/1/2017. WFO market is contracting; future is in the cloud.

The New Super-Agent

VocalCom

However, this does not mean that agents will totally disappear from contact centers. On the contrary, the importance of the human touch will become more prominent going forward because an over-reliance on technology can negatively impact the customer experience.