SmartAction

FEBRUARY 27, 2023

When it comes to customer service, businesses have a variety of tools at their disposal to make the process as smooth and efficient as possible. Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). Can be a frustrating customer experience. Limited capabilities.

Interactive Voice Response 76

Interactive Voice Response Contact Center Virtual Agent Self service 76

Fonolo

JANUARY 17, 2018

I mean, you wouldn’t call your customer service agent by a different name other than the one they gave you, right? Virtual Agent. Calling chatbots “virtual agent” is actually doing virtual agents an injustice, so please stop doing this. Virtual agents actually have a much broader use.

Chatbots 125

Chatbots Interactive Voice Response Virtual Agent Contact Center 125

Netomi

APRIL 28, 2022

Empowering businesses around the globe, SaaS platforms are widely adopted for their accessibility, compatibility, and operational management – whether that is for hosting company-wide meetings and webinars (Zoom), sending and analyzing engaging email campaigns (MailChimp), or even signing legal contracts (DocuSign).

SaaS 59

SaaS Customer Experience Virtual Agent Chatbots 59

SmartAction

MARCH 7, 2023

Any business that wants to stay competitive, reduce operational costs, and take its customer service to the next level should take note. Perhaps most prominently, it helps companies provide a better customer service experience by providing greater – and faster – understanding of why a customer is reaching out and at what frequency.

Multichannel 85

Multichannel Virtual Agent Self service Accountability 85

SmartAction

SEPTEMBER 16, 2022

Conversational AI is making the contact center and customer service industries better than ever. The ability of conversational AI technology to detect and understand speech are two of the biggest challenges faced by the Intelligent Virtual Agent (IVA). Speech recognition is identifying the words that a customer says.

Interactive Voice Response 92

Interactive Voice Response Virtual Agent Contact Center Engineering 92

SmartAction

JUNE 9, 2023

Some notable examples include: Chatbots : Chatbots are AI-powered virtual agents, built in-house or by third-party vendors , that engage in text-based conversations with users. They are widely used in customer support, providing 24/7 assistance. Chatbots and virtual agents may provide irrelevant or inaccurate responses.

Virtual Agent 74

Virtual Agent Chatbots Self service Feedback 74

Creative Virtual

DECEMBER 10, 2020

I don’t need to tell you that not everything went as planned, but there were still some bright spots for us and the chatbot, virtual agent and live chat industry. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen. 2020 was a record-breaking year for use of our virtual agent and chatbot implementations.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Creative Virtual

DECEMBER 7, 2021

They also discussed the findings of ISG’s research and current successful virtual agent implementations. Here’s a recording of their full discussion: When ISG held their awards ceremony in October, Chris and Liam Ryan, Sales Director, were able to accept Creative Virtual’s trophy in person from Jan Erik.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. We gathered these insights from 12 months of webinars and roundtable discussions with our customers. Basing automation tech “success” on the employee experience. Try Demo Now.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

Fonolo

OCTOBER 5, 2023

FREE WEBINAR: Is Your Chatbot Really Just an IVR? 25, 2pm ET/11am PT for a live 30-min webinar. With their narrow conversation flows and questions that often don’t lead to an answer – or an agent – chatbots don’t always seem all that revolutionary. Join us Oct. Save your seat! Do I Need to Choose Between a Bot and an IVR?

Interactive Voice Response 57

Interactive Voice Response Chatbots Self service Virtual Agent 57

Creative Virtual

DECEMBER 13, 2018

It’s been another exciting year not only for Creative Virtual as a company, but also for the virtual agent, chatbot and live chat industry, with lots of new developments and innovation. This was the fourth time a group of runners from Creative Virtual did a 10k in support of the RSPCA.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

SmartAction

OCTOBER 19, 2022

TechStyle Fashion Group group used virtual agents in voice and chat rather than allocating internal staff and resources to creating and maintaining their own conversational chatbot. Check out these success stories from some familiar brands that trust us to aid them in providing top notch customer care!

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

SmartAction

OCTOBER 8, 2018

It’s artificial intelligence (AI), and it is being incorporated into existing call centers – with a low amount of effort – to benefit both the business AND its customers. According to Gartner, more than two-thirds of customers prefer to self-serve. The customer experience can then be built out with varying pathways.

Call Center 40

Call Center Virtual Agent Chatbots Self service 40

SmartAction

AUGUST 5, 2019

While DSW has encountered tremendous growth, that has also meant mounting customer service pressure yielding millions of inbound calls per year. DSW turned to SmartAction in 2018 to collaborate on a self-service strategy to augment their NICE inContact platform with conversational AI. Q: Tell us about IVA.

Average Handle Time 57

Average Handle Time Virtual Agent Self service Contact Center 57

Avaya

APRIL 10, 2019

2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools. In Nemertes’ 2018-19 Digital Customer Experience research study of 697 organizations, we found companies already are relying on AI to transform their customer experience.

Contact Center 71

Contact Center Analytics voip Virtual Agent 71

Creative Virtual

AUGUST 29, 2018

While you’re not going to see them on the cover of a celebrity gossip magazine or walking the red carpet at a Hollywood premiere, the combination of artificial intelligence (AI) and humans is already making a mark on the world of customer experience (CX). Not able to make the live webcast? Don’t worry!

Virtual Agent 40

Virtual Agent Chatbots Self service Best practices 40

Enghouse Interactive

JULY 5, 2019

Webinar Date: Thursday, July 11 th 2019 @ 11:30 am (Eastern). Art Schoeller will also provide his expert insight as to where the cloud contact center industry is evolving and will discuss the latest advancements in Artificial Intelligence (AI); Robotic Process Automation (RPA); and Virtual Agents/Chat-bots.

Virtual Agent 40

Virtual Agent Contact Center Cloud contact Management 40

Netomi

APRIL 7, 2022

Today, providing strong customer service is key – according to Zendesk’s CX Trends 2022 report, 72% of business leaders say that their organization views customer service as a critical business priority. To provide customers with a seamless, personalized, and connected experience, across all channels.

CRM 52

CRM Brand ambassadors Analytics Chatbots 52

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. May 10; Online Webinar. May 29; Online Webinar.

Chatbots 22

Chatbots Interactive Voice Response Self service Best practices 22

Creative Virtual

OCTOBER 5, 2018

Customer Service Week was celebrated this week along with Customer Experience Day (CX Day) on 2nd October. These annual events got me contemplating on the future of customer service. I wonder about removing the human element completely, especially when it involves the customer doing the work themselves.

Chatbots 40

Chatbots Customer Service Technology Customer Experience 40

JustCall

APRIL 5, 2023

Nextiva has a web app and a mobile app for remote servicing and integrates with business solutions like ServiceNow, Salesforce, and Zendesk. Top Features of Nextiva Intelligent virtual agents (IVA) – Self-services IVR that is capable of handling huge call volumes and routing calls to the right agents.

voip 52

voip Enterprise Interactive Voice Response CRM 52

Creative Virtual

OCTOBER 2, 2018

People use Twitter and Forums often to advise others of a poor customer service or a really good one, but email or help areas with FAQs and chat services are where most of us go to find out how we can be served more in-depth with our specific issue. Happy Customer Experience (CX) Day!

Advertising 40

Advertising Banking Chatbots Personalization 40

Creative Virtual

OCTOBER 3, 2018

I guess this could have been an outstanding customer experience. I’ll leave that with you to ponder as we celebrate Customer Service Week. I also recommend watching our Humans & AI: The Perfect CX Power Couple webinar on-demand to see how organisations are already leveraging their chatbots for long-term success.

Chatbots 40

Chatbots Banking Advertising outsourcing 40

Playvox

MARCH 19, 2024

Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). Contact center AI is a collection of tools or contact center software designed to enable smarter, data-driven, and more efficient customer interactions, with the ultimate goal of delivering better CX.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74