Unleash Your Customer Service Team’s Full Potential with Virtual Agents

UJET

And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick.

What is a virtual agent and how does it work?

Talkdesk

Self-service in customer support is not just a trend anymore, it’s here to stay. More customers opt to solve issues on their own through knowledge bases, web, chat, voice, or a combination of channels. What is a virtual agent?

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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.

Conversational IVR: Deploy a Virtual Agent for High ROI at Low TCO

LiveVox

Customer service agents have a big load to carry. Intelligent virtual agents can efficiently shoulder more of the weight when it comes to customer service.They also save time. Remote Agents

The 5 Categories That Rule Virtual Agents

Speaker: Brian Morin, CMO, Mark Landry, VP Product, Marilyn Cassedy, Director of Customer Success, SmartAction

It just so happens that whenever we design and deploy a new AI-powered virtual agent over voice, the self-service application invariably falls into one of 5 distinct categories. This has been true for more than a hundred clients encompassing hundreds of use cases across 12 industries. Having a keen awareness of where or how AI fits in your contact center for a great CX and ROI begins with understanding how to broadly classify your interactions. If it fits into one of these 5 categories, a live human agent should never handle it. Join Brian Morin, Mark Landry, and Marilyn Cassedy of SmartAction, and learn how to streamline your customer service.

Improving customer experience with a virtual agent

Talkdesk

“81% of all customers across industries attempt to take care of matters themselves before reaching out to a live representative.” Gartner’s Four Best Practices for Implementing Extreme Customer Self-Service. Who is helping your customers when they have questions and problems outside of business hours? AI-powered conversational assistants, or “virtual agents”, can quickly deliver the answers and outcomes over voice-enabled channels.

InformaTech

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. This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents.

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. Regardless of what you call it, the objective for including it as part of your customer service strategy is to deliver quick, easy access to information. You want to ask: How can I ensure my chatbot or virtual agent is: Providing accurate and personalised information?

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. Companies are asking customers to avoid calling them and adding notifications about long call wait times on their websites. It’s also interesting to break down the virtual agent traffic by region.

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. High customer expectations. Agent turnover. New capabilities in speech recognition and natural language understanding help get to the root of customer issues.

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.

InformaTech

Virtual Agents in 2020: Usage Spikes and the Banking Sector

Creative Virtual

Back in April I took a look at the impressive spike in virtual agent traffic starting in late February and early March that surpassed anything Creative Virtual had seen in over 16 years of being in the industry. By 12 April 2020, those virtual agents had reached nearly 50% of the total traffic they had recorded for all of 2019 despite being only about a quarter of the way through the year. Blog 2020 banking coronavirus covid-19 virtual agent traffic

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. Brands from around the world competed in the “Big Kahuna” category, recognizing companies for excellence in self-service, including Virtual Assistants, web self-service, interactive voice response, and integrated customer collaboration and support capabilities. .

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. AI-powered virtual 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. The advantages of automating more customer care-related processes are real and it’s important to understand why these new AI-powered options are superior to the traditional automation that most contact centers offer. Automate More with AI-Powered Virtual Agents. This type of predictive prompting exudes customer-centricity.

The Impact of and Opportunity for Virtual Agents on Call Center Outsourcers

Xaqt

If you can outsource a process to people thousands of miles away, you can probably automate it with RPA." – Thomas Davenport, The AI Advantage (Management on the Cutting Edge) A Changing Landscape for Contact Centers As the Contact Center Industry enters a new era created by the global COVID-19 crisis, every business is now forced to reevaluate and adapt their Customer Experience and Employee Engagement strategies to thrive under still uncertain economic and social conditions.

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. His session was titled Smart Self-Help for a Seamless, Omnichannel Customer Experience and focused on delivering the right information on the right channel at the right time for customers. The advancements in AI and virtual agents are bring more changes.

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

DMG Consulting

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. Foundational component of next-gen, digitally transformed service organizations. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report.

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.

Customer Service Week is October 5-9: Learn 5 Ways to Celebrate Your Virtual Agents When They Need it Most (Thanks, 2020)

SharpenCX

2020 didn’t cancel National Customer Service Week. Download Now: 52 questions to ask your agents about well-being and work in their next 1:1 . Add to it the stress of handling unusually angry customers while working in a make-shift home office, sometimes with kids at home , and I can almost guarantee your agents are close to their tipping point. . Virtual coffee meetups. Read Next] What your agents don’t tell you about working in a call center.

5 Top Customer Service Articles For the Week of October 5, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. My Comment: Just when you may have thought you understood your customers’ buying patterns, along comes COVID-19, disrupting everything we had learned about our customers over the years. Time to pay attention and meet your customers where they are.

5 Customer Service Trends That Point to a Promising Future

DMG Consulting

5 Customer Service Trends That Point to a Promising Future. Last year was a great year for service organizations and contact centers—even when it was clear that customers and clients were often displeased with levels of service (with a few notable exceptions). Leaders now realize that what is best for customers is what is best for their c ompanies , as long as they have the tools and operational framework and knowledge to deliver it.

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 ). This makes SmartAction the go-to 3 rd party AI automation partner for Avaya customers seeking to automate more voice and chat conversations handled by live agents today.

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. This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents. Virtual Agents Offer Predictive Personalization.

Two Thumbs Up for Customer Service Week

Creative Virtual

Happy Customer Service Week! Today we kick off the annual week-long international celebration of the importance of customer service, the people who deliver that service and the impact it has on successful business practices. By Mandy Reed, Global Head of Marketing.

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. During this pandemic, SmartAction is making its Rapid Response Virtual Agent available to at-risk organizations with zero setup fees, which includes all required customization and integration.

On the Hunt for Better Customer Service

Creative Virtual

As customers, we want the best deal, the most innovative products and the greatest experience possible. This means that companies are always on the hunt for ways to meet those expectations, build brand loyalty and deliver a better customer experience.

How to Achieve Personalized Customer Service with AI Tools

TechSee

Personalization as a driver in customer service. Delivering personalized customer service is more than just addressing a customer by name in an automated email, or segmenting by interest; it is a way to capture the customer’s attention and create a level of engagement that is authentic and relevant at every stage of the customer journey. Examples of AI-Driven Personalized Customer Service. Virtual Assistants. Hello.

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? with artificial intelligence, so that people can interact with brands or services through bots. So technically, in this respect, conversational agent is an appropriate alternative in referring to bots. Brand Agent. Virtual Agent. Virtual agents actually have a much broader use. Virtual Assistant.

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

SmartAction

SmartAction lends it recently-released Rapid Response Virtual Agent to the toll-free coronavirus hotline launched by NFL QB Jameis Winston and Dr. Scott Kelley to help families get rapid responses to common questions, triage callers, and provide guidance for medical treatment and/or a coronavirus test. SmartAction donated its Rapid Response Virtual Agent and associated services to the cause, and delivered the end-to-end solution in less than a week.

Beyond the AI Customer Service Hype: Practical Applications for Real Results

UJET

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. Predictive Routing Connects Customers to the Right Agent Faster.

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. This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents. Virtual Agents Offer Predictive Personalization.

Let's go back to the future--it is time to start planning now for customer service in 2021

Ian Jacobs

What they saw seems both supremely silly and surprisingly prescient: video conferencing, holograms, augmented reality (AR) and virtual reality (VR). In Forrester's new report " Plan Now For Customer Service in 2021 ," we assess and evaluate five developing customer service technologies according to their potential impact on the customer service experience in the year 2021.

A Reassuring Note About Conducting Business in Turbulent Times

Cyara

customer experience customer journey customer service automated testing omnichannel contact center cx customer experience issues agile virtual agent IVR call center cx monitoring cloud cx assurance voice quality disruption digital transformationIn the last few weeks, we have witnessed dramatic stock market swings, governmental actions and WHO announcements all related to the expansion of COVID-19 to pandemic status.

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. El Segundo, CA – March 12, 2019 – SmartAction, the #1 AI-powered virtual agent solution for contact centers, will demonstrate its omnichannel cloud-based self-service solution at Enterprise Connect this March. News AI powered customer service AI self-service virtual agent Voice Self-Service

Harnessing Human and Machine During the Pandemic

Creative Virtual

A direct quote of the explanatory theme for this Customer Service Week says: “The impact of events affecting the world today have changed the way in which companies and their employees engage with customers.” Cue the virtual agents, chatbots and virtual assistants.

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. Los Angeles, CA – February 11, 2020 – SmartAction®, a leading provider of AI-powered Virtual Agents for contact centers, today announced that it closed 2019 with record growth driven by an 80 percent increase in sales bookings for the year while achieving profitability ahead of schedule. Customer Quotes.

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. Many organizations dipping their toe into the water of natural language self-service for the first time will start here to realize the immediate deflection of calls that would otherwise go to live agents. This gives them a feel for the customer experience and immediate ROI.

Transforming Customer Service – What to Look for in a Conversational AI Tool

CSM Magazine

With the COVID-19 crisis causing a significant increase in customer inquiries, more businesses are turning to Conversational AI to sustain and improve customer and employee communications. Simplifying the creation and maintenance of virtual agents across the enterprise is critical.

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. This is the first of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Automate More with Virtual Agents.