Customer effort Interactive Voice Response Self service Virtual Agent 
SmartAction
SEPTEMBER 25, 2018
The following is an excerpt from Frost & Sullivan’s white paper, “The AI-Powered Virtual Agent: Actionable Strategies for Contact Center Leaders.”. Read the full paper to find out how leading companies are using cloud-based virtual agents to automate more in their contact centers. Meeting High Customer Expectations.
DMG Consulting
AUGUST 10, 2018
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). The acquired knowledge is assimilated and leveraged in future interactions.
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TechSee
NOVEMBER 19, 2019
Interactive voice response (IVR) allows a company’s computer system to engage with customers through voice and touch-tone telephone keypads. Today, it is evolving into the Conversational IVR model that offers much more than a simple customer routing system. Press 2 to speak to a representative.
HGS
FEBRUARY 1, 2017
Melissa: Today’s customer service trends are being driven by customer expectations for really simple and straightforward communication. In many cases, this means self-service tools, although customers also sometimes need to pick up the phone and speak with a person.
Altivon
MARCH 20, 2018
Because each one in its own way increases efficiency and decreases customer effort. But what about customer effort? Studies show that the majority of customers would rather have an effortless experience than a delightful one (CCIQ). From a customer experience perspective, it requires more than channel choices.
Pointillist
SEPTEMBER 28, 2021
Initiatives include “training staff for interactions in new channels, optimizing AI and self-service opportunities and improving integrations between touchpoints.”. Current systems and workforce often limit your ability to understand customers as they move across channels. Why do they leak into agent-assisted channels?
SmartAction
MAY 9, 2019
This is the fourth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Read Part 1 , Part 2 , and Part 3 first! Building in Silos.
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