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. You may not realize it, but every time you change your password, track a package, or pay a bill without calling the company for assistance, you are performing a self-service task. Drivers for customer self-service.

Virtual Agent Usage Spikes as Self-Service Rescues the Customer Experience

Creative Virtual

Making a call to a customer service contact centre can be a frustrating and time-consuming experience on a regular day. Customers are taking to social media to complain about being unable to get through to call centres and being disconnected after waiting on hold for hours.

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

SmartAction

This is the second of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. 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.

Purchasing Power’s AI-Powered Virtual Agent Wins Top Honor for Excellence in Self-Service

SmartAction

Frost & Sullivan awards Purchasing Power ® for their AI-Powered Virtual Agent created in partnership with SmartAction ® to enable conversational self-service for their customers. News AI Artificial Intelligence Conversational AI Self-service virtual agent

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. Guide search and service.

Tips for Deploying AI Chatbots & Virtual Agents

Creative Virtual

Chatbots, smart help, virtual assistants, virtual agents, conversational AI – there are lots of names for this automated, self-service technology being used today. Blog AI artificial intelligence chatbots Engage Customer virtual agents webinar

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. With many of these channels and tools enabling self-service, old-school KPIs are no longer sufficient.

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.

IVAs Can Remake the Self-Service Landscape

DMG Consulting

IVAs Can Remake the Self-Service Landscape. A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. The Latest (and Greatest) in Self-Service: IVAs.

Q&A with “Excellence in Self-service Winner” – Frost and Sullivan

SmartAction

Purchasing Power ® , a large eCommerce company that enables employers to offer employee purchase programs, recently won the “Excellence in Self-service” award from Frost & Sullivan. This gave us a great view into how customers interacted with the system.

Millennial Generation Customer Service – The Ultimate Guide

TechSee

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. They demand highly convenient and fast service. Self-service platforms. Know your customer.

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

SmartAction

This is the third 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.

Voice Self-Service Has Become More Popular – and It’s About to Get Much Better

DMG Consulting

Voice Self-Service Has Become More Popular—and It’s About to Get Much Better. Some might say adoption grew because live agent support wasn’t much better and that using an IVR didn’t require waiting on hold, so it became a convenient habit.

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

SmartAction

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.

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.

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

SmartAction

This is the third 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.

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.

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. NLP-Driven Customer Service.

APAC Contact Centres Embracing AI and Virtual Agent Technologies

Creative Virtual

Creative Virtual was excited to be invited back to participate again by our partner Continuous Technologies International Ltd (CTINT) in the Symposium held on 31 October and to attend the Gala the following evening. The advancements in AI and virtual agents are bring more changes.

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. The Inner Circle Guide to AI-Enabled Self-Service.

Step 5 of 5: AI Self-Service Without Compromise – Human-Centric Design from a Team of CX Experts

SmartAction

This is the fifth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text.

The Impact of Customer Experience Developments on the Future of Self-Service

Creative Virtual

While it may not be the right time to book your next beach getaway or send out invitations for your extended family reunion, smart companies should be looking towards the future impacts of customer experience (CX) developments and consumer expectations. By Mandy Reed, Global Head of Marketing.

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

Creative Virtual

Organisations are now under immense pressure to deliver quality service and support over digital channels. This includes the need to answer coronavirus-related questions as well as the usual queries about products, services, policies and procedures. By Chris Ezekiel, Founder & CEO.

Digital CX Challenge: Humanising Your Self-Service

Creative Virtual

For as long as virtual agents and chatbots have been used by companies to provide customer self-service, they have been criticised for removing the human touch from interactions and taking away the opportunity to build an emotional connection with customers. This is putting more pressure on organisations than ever before as they try to figure out how to bring together self-service with the human element.

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.

SmartAction Responds to Pandemic with a No-Fee Rapid Response AI Solution to Rescue Contact Centers from COVID-19 Hold Times

SmartAction

SmartAction is responding to the current crisis with a Rapid Response Virtual Agent that intercepts callers with a seamless channel switching experience to answer commonly asked questions and even screen callers to create an escalation path (e.g.

Cloud IVR Technologies Offer Contact Centers a Cost-Effective Solution to Improve Customer Service

Noble Systems

The term “Cloud IVR” refers to the availability of IVR functionality via a Service platform. The IVR system then uses routing rules to send the call to either an agent or a self-service application. What is Cloud IVR? .

SmartAction Teams Up with NFL QB Jameis Winston and Dr. Scott Kelley for Coronavirus Self-Assessment

SmartAction

Los Angeles, CA – April 9, 2020 – SmartAction®, a leading provider of AI-powered Virtual Agents for contact centers, today announced it has teamed up with NFL QB Jameis Winston and Dr. Scott Kelley to combat coronavirus misinformation by establishing a national COVID-19 hotline.

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.

SmartAction Sees Record Growth Against Backdrop of Achieving Profitability

SmartAction

Leading provider of AI-powered Virtual Agents for omnichannel self-service posts its largest growth in sales bookings for the year. As the global intelligent virtual agent market is expected to reach $11.3b Customer Quotes.

11 Keys to Designing Effective IVAs

DMG Consulting

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.

2020 PREDICTIONS: Conversational AI Trends

SmartAction

According to Gartner’s 2019 Hype Cycle for Customer Service & Support Technologies, Virtual Customer Assistants have just eked out beyond the “Peak of Inflated Expectations” and into the “Trough of Disillusionment.”

Avaya Puts SmartAction Virtual Agents to the Test

SmartAction

In November 2018, SmartAction’s AI-powered virtual agent solution was successfully tested by Avaya in its DevConnect program, a developer community and marketplace for third-party products that interoperate with Avaya technology ( read news release ).

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. DSW turned to SmartAction in 2018 to collaborate on a self-service strategy to augment their NICE inContact platform with conversational AI.

AI in Customer Service – How to Deliver Real Value Now

TechSee

The hype was generated by successive breakthroughs in multiple industries, such as self-driving cars, smart assistants, etc., The customer service industry, in particular, pinned high hopes on AI, expecting that upon its introduction to the market, smart machines would truly transform the customer experience. However, while AI has not yet become the answer to all our customer service challenges, the technology is moving forward at a rapid pace.

100+ Customer Service Statistics & Facts of 2019

ProProfs Blog

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. Latest Customer Experience Trends.

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.

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.

Customer Service in the Digital Age

CSM Magazine

Emergent technologies have forever changed traditional customer service support. Lampton look at the state of customer service in the digital age. This interconnectivity enables us to analyze the customer’s perceptions of value through a holistic lens.

The Hybrid Contact Center Workforce of 2030

DMG Consulting

It’s 2030, and one of your agents is making mistakes. But because it is a robot that’s malfunctioning, you don’t need to give it a warning; you do need to get it fixed rapidly, as it’s hurting your customer service performance. The Hybrid Contact Center Workforce of 2030.