Interactions

SEPTEMBER 2, 2021

Specifically, the automated customer service technology. Once only powered by human agents, the first automated technology that was introduced in the contact center acted mainly as a way to redirect calls to the right department. But in recent years, Conversational AI has given the opportunity for smarter self-service.

Banking 62

Banking Virtual Agent Self service Wait times 62

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. You can read more here and download the full ebook, Conversational AI Trends 2020 , here.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

SmartAction

JULY 16, 2020

At SmartAction, we design, build, and operate AI-powered virtual agents for more than a hundred brands, ranging from mid-sized companies to the Fortune 500. That means we’ve done a lot of end-to-end customer journeys from “press 1” to “How Can I Help You Today?”

Virtual Agent 62

Virtual Agent Education Contact Center Self service 62

Creative Virtual

JUNE 30, 2022

Conversational AI is one of the technologies increasingly being added to digital transformation strategies in the areas of customer service and employee support. These solutions are proven to increase efficiency and improve experiences for customers, employees, and contact centre agents while also typically reducing costs.

Virtual Agent 52

Virtual Agent Chatbots Technology Surveys 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

Creative Virtual

MARCH 2, 2022

At the time, the conversational AI industry had been saturated with both false promises about the capabilities of the technology and a plethora of new start-ups with misleading claims about having AI-powered customer service bots. Fast forward to 2022, and much has changed in the world of conversational AI.

Chatbots 52

Chatbots Virtual Agent Technology Customer Service 52

Cisco - Contact Center

AUGUST 3, 2020

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. Read the Webex Contact Center ebook to learn more.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Creative Virtual

DECEMBER 8, 2022

Being recognised as the best in conversational AI made our Founder & CEO, Chris Ezekiel, contemplate what makes a virtual agent or chatbot a true conversational AI solution and share his insights in a blog post. You can find the whole 2022 collection here.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

Interactions

SEPTEMBER 30, 2021

If at any time the conversation needs to be transferred to a customer service representative, the entire context of the patient’s conversation moves with the patient so the agent can easily pick up and continue to resolve the issue in an efficient manner.

Healthcare 62

Healthcare Virtual Agent Self service Best practices 62

Babelforce

SEPTEMBER 1, 2021

Common examples include smart devices like Amazon’s Alexa, digital assistants like Siri and customer service tools like IVRs. Businesses are increasingly offering a virtual agent as an alternative service option, totally removed from their IVR and voice channel. How does conversational AI work?

Interactive Voice Response 52

Interactive Voice Response Virtual Agent Upselling Chatbots 52

Babelforce

SEPTEMBER 1, 2021

Common examples include smart devices like Amazon’s Alexa, digital assistants like Siri and customer service tools like IVRs. Businesses are increasingly offering a virtual agent as an alternative service option, totally removed from their IVR and voice channel. How does conversational AI work?

Interactive Voice Response 52

Interactive Voice Response Virtual Agent Upselling Chatbots 52

Interactions

MAY 28, 2020

So how can businesses redefine their customer experience or customer service strategy to fit this world? If customer experience surpassed brand and product in terms of importance to buyers in the past decade, empathy and care is certainly going to be the theme of the next few years. Reimagining Customer Service Strategy.

Journey mapping 83

Journey mapping Virtual Agent Self service Government 83

Creative Virtual

FEBRUARY 24, 2022

If you currently have a chatbot that’s failing the conversational test, check out this eBook on Conversational AI Issues & Solutions for ways to improve your solution.

Chatbots 59

Chatbots Self service Virtual Agent Accountability 59

Interactions

MAY 14, 2020

We surveyed more than 1,000 people about their comfort levels towards automation in customer service, grocery stores, healthcare, privacy, and self-driving cars in comparison with before the novel coronavirus crisis. This makes customers uncomfortable during the conversation and decreases customer experience.

Virtual Agent 71

Virtual Agent Self service Contact Center Healthcare 71

Global Speech Networks

JANUARY 10, 2022

Here are a few solutions that financial organisations employ to gather customer feedback and touch points into a single, cohesive story: IVR / Chatbots / Virtual Agents . Automation and self-service options give customers the ability to interact quickly and simply with your organisation.

Brand ambassadors 52

Brand ambassadors Virtual Agent Quality management Analytics 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. Make Every Agent Your Best Agent With AI & RPA Powered Real-time Agent Assist. Download eBook. Use Self-Service to Handle High Call Volume. Try Demo Now.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

BlueOcean

OCTOBER 22, 2020

By creating that feeling through mock calls, the trainee has the chance to work through their nerves without exposing a “real” customer to their first anxious efforts. Making Virtual Agent Training Work for You. Grab a copy of our Agent Training eBook for more insight. Request a download here.

Contact Center 62

Contact Center Virtual Agent Best practices Personalization 62

Netomi

SEPTEMBER 20, 2021

Companies are launching their best AI chatbots to carry on 1:1 conversations with customers and employees. AI powered chatbots are also capable of automating various tasks, including sales and marketing, customer service, and administrative and operational tasks. Best AI Chatbot for Customer Service: Netomi. .

Chatbots 126

Chatbots APIs Surveys Analytics 126

NobelBiz

MAY 24, 2021

If you have an online sales channel that requires 24×7 access to your customer service desk, for example, you’ll need the bandwidth and network connection to keep those 24×7 operations going. Business Voice is a virtual PBX communications software that allows businesses to integrate call recording and other voice services.

Cloud contact 52

Cloud contact Contact Center call center software SaaS 52

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. Remove agent pain points by collecting feedback to see what systems could be improved so that agents will come across less friction when serving customers.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40