Improving customer experience with a virtual agent


“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.

From Knowledge Base to Virtual Agents: The Shift to AI-powered Self Service


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.

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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.

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


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? Account & Membership Services.

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.

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


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


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

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.

Millennial Generation Customer Service – The Ultimate Guide


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


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.

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.

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.

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


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. Brand Agent. Virtual Agent.

A Reassuring Note About Conducting Business in Turbulent Times


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 transformation

How to Achieve Personalized Customer Service with AI Tools


Personalization as a driver in customer service. For organizations to succeed in creating a truly personalized CX, innovative approaches must be implemented that resonate deeply with customers so that they feel valued and appreciated. Virtual Assistants. Hello.

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


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.

Avaya Puts SmartAction Virtual Agents to the Test


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 ).

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


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.

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


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.

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 Sees Record Growth Against Backdrop of Achieving Profitability


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.

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


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.

6 of the Best Apps for Remote Contact Center Teams


it’s becoming more and more important for companies to engage with their customers. Whether it’s on social media, chatbot or other AI technology features, it’s important to know what your customers want and use tools that will help you increase your ROI.

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.

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.

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


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.

IVA is the New IVR


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.

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


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. Can you share your origin story as to what put you on the path to consider conversational AI self-service?

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


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.

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.

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.

AI in Customer Service – How to Deliver Real Value Now


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. In 2017, all eyes were on chatbots and virtual agents – the assumption being that they would take over a significant part of the customer interaction and deliver real value in communicating with customers. Virtual Agents.

How to Setup a Virtual Call Center for Under 50 Bucks and Under an Hour


Gone are the days where you have to find a location to house your agents and sign a long-term lease for call center space. Now are the days where you need to spend time to find a partner that can help you set up your virtual call center in under an hour and without any upfront CapEx. Gone are the days where you have to go to your personal banker to take out a loan to purchase an expensive PBX or a dialer.

4 Reasons Your Customers Won’t Reach Out to Customer Service


To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. Followed by how you turn it around can make them reach out to your customer service instead.

CRM 115

Omnichannel Customer Service is Important, But Don’t Hang up the Phone!

Advantage Communications

In this blog we often talk about the innovative omnichannel technology that a modern outsourced call center will bring to your organization, and how those technologies will help your company realize significant benefits to your customer service strategy. Customer Service Trends

AI Will Mold Future of Customer Service: Verint CEO


A recent Newsday article spotlighted Verint CEO Dan Bodner describing how artificial intelligence will help shape the future of customer service. This translates to organizations such as banks placing a high value on customer engagement. “To To create a competitive differentiation, banks need to focus on engaging customers,” he said.