Contact Centers Stream Past Virtual Agents to Virtual Presence

Call Center Coach

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. With improving the customer experience an imperative, alongside of controlling costs, the barriers of resistance become small.

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.

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. These repetitive calls often come in high volumes, but are low-value, tedious conversations that simply bog down live agents.

Step 2 of 5: AI Self-Service Without Compromise – Virtual Agents Need “Guardrails”

SmartAction

Read Part 1 here >> Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text.

5 Best Practices for AI Self-Service Without Compromise

Speaker: Tom Lewis, CEO of SmartAction

What Is an AI-powered Virtual Agent and What Can It Do?

SmartAction

Everyone knows the limitations of IVR systems, and customers have a gag reflex when they hear most call automation. These omnichannel solutions are known as AI-powered virtual agents. What is an AI-powered virtual agent? Getting Started with Virtual Agents.

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

SmartAction

AI-powered virtual agents present significant potential to improve the customer experience (CX) via call center automation. As a result, organizations must find prepackaged cloud-based AI solutions so that they don’t need to devote IT resources to custom development.

Virtual Agents in the Contact Center: Automate One Routine Call Type at a Time

NICE inContact

The biggest challenge facing every contact center is agent churn. Many agents are bored, unengaged, and generally unhappy, and they churn at a rate of 33% across all industries. As a contact center leader, you work extremely hard to mitigate these challenges, but because you are pulled in many different directions, it is tough to keep your best agents. Not to mention, technology constraints can sometimes make it difficult to improve the agent experience.

Top Tips for Implementing a Chatbot or Virtual Agent in 2019

Creative Virtual

Chatbots and virtual agents have proven themselves to be quality self-service solutions, being increasingly implemented by smart organisations to provide support and being increasingly preferred by customers and employees for quick, easy access to information. Many more organisations around the world either have a virtual agent on their 2019 roadmap or are considering adding one. Implementing your solution to create a seamless omnichannel experience.

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

DMG

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.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. Intelligence in the Customer Engagement.

Virtual Agents are Automating the Contact Center: Natural Language Greeting & Intent Capture

NICE inContact

With all of the new improvements and changes in modern day customer service technology, it’s no surprise that customer expectations have evolved to follow suit as well. Customers want better and faster self-service options, especially in the voice channel thanks to the popularity and increased adoption of conversational home/personal assistants. This is the first of four ways that virtual agents are automating the contact center.

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. Automate More with AI-Powered Virtual Agents. This type of predictive prompting exudes customer-centricity.

Fifteen Years & Counting: Navigating the chatbot, virtual agent and AI revolution

Creative Virtual

As we celebrate our fifteen year anniversary , I wanted to share with you some of my thoughts on founding and running Creative Virtual. However, there becomes a core backbone of people that make up the fabric – the culture – of what Creative Virtual stands for: passion, innovation and quirkiness are at the heart of everything we do. I also love travelling around the world and spending time with our people, customers and partners. By Chris Ezekiel, Founder & CEO.

Don’t Be Afraid of Using Virtual Agents in Your Contact Center

Outsource Consultants

An article by Dan Miller raises an interesting point: Implementing virtual agents into your contact center isn’t staying ahead of the curve, it’s common. Don’t Be Afraid of Using Virtual Agents in Your Contact Center.

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report

DMG

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.

How to get the most out of virtual agents

Salmat

With 89% of marketers believing their companies differentiate themselves primarily on the basis of customer experience (CX), it is becoming the key battleground for organisations of all types

DSW Successfully Incorporates AI into Customer Experience

NICE inContact

Designer Shoe Warehouse, better known as DSW, continues to find innovative ways to capitalize on that universal truth and keep customers coming back for more. Today, live agents are optimized to help customers more quickly on complex needs. We love our shoes!

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. What: Releases 2017 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 2017 Intelligent Virtual Agent Product and Market Report.

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG

Robotic Process Automation and Desktop Analytics are two related solutions that are capturing mindshare because of the measurable contributions they make to organizations and their customers and employees,” said Donna Fluss, President of DMG Consulting. Adoption of RPA is expected to experience “hockey stick” growth as companies realize that automating even a small fraction of their employees’ work activities can yield significant time and cost savings.

Applications that Improve the Customer Journey

DMG

Applications that Improve the Customer Journey. 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). Voice biometrics is another high-tech solution that is going mainstream; a leading bank’s recent ad campaign publicizes that they know customers “by the sound of their voice.”

AI, Customer Experience and the Financial Services Industry

Creative Virtual

When I founded Creative Virtual over 15 years ago, our very first customer was a financial organisation. Not only are they still a customer today, but they also became the first on a long list of brands our team would work with in the financial services industry. Over the years, we’ve developed an expertise in creating, implementing and maintaining chatbot, virtual agent and live chat solutions for major financial organisations.

Buzzwords, De-buzzed: 7 Other Ways to (Not) Say Chatbot

Fonolo

I mean, you wouldn’t call your customer service agent by a different name other than the one they gave you, right? So technically, in this respect, conversational agent is an appropriate alternative in referring to bots. Brand Agent. Virtual Agent.

Step 3 of 5: AI Self-Service Without Compromise – AI Without Data is Like a Race Car Without Fuel

SmartAction

Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents.

Integrating the Right Customer Experience Technologies

Creative Virtual

It’s impossible to talk about customer experience without also talking about technology. Companies and brands are looking to provide a complete omnichannel experience for those at a desk and on the move, deliver quality service and support to digitally-savvy customers and remain competitive as a growing number of contact channels gain popularity among consumers. The post Integrating the Right Customer Experience Technologies appeared first on Creative Virtual.

SmartAction to Showcase Top-Rated AI-powered Virtual Agent Solution at Enterprise Connect 2019

SmartAction

SmartAction’s cloud-based virtual agents automate conversations that live agents traditionally handled over voice, chat, and text. SmartAction uses proprietary conversational AI to automate conversations that used to be handled by call center agents over phone, chat, and text.

11 Keys to Designing Effective IVAs

DMG

Recent advancements in artificial intelligence, coupled with consumer partiality for digital channels, are driving interest in and adoption of intelligent virtual assistants (IVAs) and a related technology, robotic process automation (RPA), or “bots.” Organizations are starting to engineer service experiences that combine the best of self-service automation with human-assisted elements, a win-win for enterprises looking to reduce operating costs. 11 Keys to Designing Effective IVAs.

The 3 Contact Center Applications That Pay for Themselves

DMG

Almost every year, contact center leaders are asked to reduce operating costs and improve productivity while enhancing the customer experience. Executives care about the customer journey, but they are incented and compensated to keep costs down and profits high. They should prioritize delivering an outstanding customer journey at least as much as they do cost reduction, but that is a topic for a different column.) Intelligent Virtual Agents (IVAs).

Step 3 of 5: AI Self-Service Without Compromise – AI Without Data is Like a Race Car Without Fuel

SmartAction

Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents.

Esurance: Digital engagement for the modern world

Nuance

Customers have come to expect a next-generation engagement experience from Esurance, the recipient of multiple consumer-satisfaction awards from JD Power and others.

IVAs Can Remake the Self-Service Landscape

DMG

A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. But here’s the catch: Just a small improvement in utilization rates can improve the customer experience and net millions in savings.

IVA is the New IVR

SmartAction

The first hold onto their existing IVR and merely transfer routine conversations to AI-powered virtual agents while transferring the rest to live agents. This gives them a feel for the customer experience and immediate ROI.

Step 1 of 5: AI Self-Service Without Compromise – Identifying the Perfect Fit

SmartAction

Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handled by live agents.

How DSW Reduced Their Average Handle Time By 19%

SmartAction

While DSW has encountered tremendous growth, that has also meant mounting customer service pressure yielding millions of inbound calls per year. Tim Harpe, Director of Customer Operations for DSW, shares their results. That’s led to an overall 19% reduction in Agent Handle Time.

Incorporating AI into Your Call Center

SmartAction

A better alternative exists for call centers that still use live agents for even the most routine and repetitive inquiries. 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.

We’re Coming to Rescue Your Failing Chatbot Project!

Creative Virtual

I’ve had many discussions with industry analysts this year who have echoed this same concern, and we’ve encountered this issue first-hand with some of our most recent customers who came to us for help after struggling with other chatbot products. Telecommunications company Telstra was in the news when their virtual agent Codi, a joint project with IBM and LivePerson, was branded a ‘virtual moron-idiot’ by customers. appeared first on Creative Virtual.

Step 4 of 5: AI Self-Service Without Compromise – Avoid Siloed Channels With a Unified, Omnichannel CX Platform

SmartAction

Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents.

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. I don’t want to wait on hold to talk to a person, and neither do customers.

A Complete Omnichannel Experience for Those at a Desk and on the Move

Creative Virtual

In my nearly 11 years with Creative Virtual, I’ve worked with organisations across all sectors looking to implement successful virtual agent solutions and have seen the industry and the technology change massively. As the number of communication channels have grown and customers have become more digitally savvy, virtual agent technology has also become more advanced and sophisticated. By Liam Ryan, Sales Director.

The Campaign to Win Over Customers

Creative Virtual

There is a constant battle with competitors as they try to outdo each other with a superior product or service, lower pricing and an easier customer experience. As customers, we are choosing the winners and the losers every day by deciding where to spend our money. I wrote recently about the prediction that 2020 will be the year that customer experience overtakes product and price as the number one way companies will differentiate themselves in the marketplace.