SmartAction

NOVEMBER 22, 2023

If you’re using old IVR technology in your contact centers, you know its limitations and how frustrating it can be for your customers – press 1, press 2, and press * to go back to the main menu. It better understands customer intent and utilizes machine learning (ML) technology to generate an intelligent response.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

SmartAction

OCTOBER 25, 2023

In today’s rapidly evolving customer service landscape, businesses face a multitude of choices when it comes to interacting with their customers. The advent of digital communication channels such as chat, email, and social media has provided convenient alternatives for customer inquiries.

Interactive Voice Response 90

Interactive Voice Response Customer Service Virtual Agent Self service 90

Interactions

MAY 26, 2022

Brands who implement Conversational AI applications like virtual agents can deliver exceptional customer experience with added benefits like decreased operational costs, improved CSAT, and increased agent productivity. Even if live agents are unavailable, virtual agents can handle unlimited conversations.

Virtual Agent 110

Virtual Agent Contact Center Wait times Self service 110

UJET

NOVEMBER 3, 2020

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. To truly modernize your customer service, you don’t need to choose between AI or human involvement. You need both.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

Interactions

MAY 6, 2022

In a recent survey, we found the top obstacles people experience when contacting customer service have to do with time, such as long wait times or wasted time due to inefficient processes. . 63% were transferred multiple times. 59% interacted with an agent who was not knowledgeable.

Virtual Agent 71

Virtual Agent Customer Experience Wait times Scripts 71

UJET

NOVEMBER 3, 2020

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. To truly modernize your customer service, you don’t need to choose between AI or human involvement. You need both.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

SmartAction

FEBRUARY 20, 2024

Let’s explore the pivotal role of automation in financial services, focusing on its impact on customer service and the future of banking. Welcome Greeting: Digital Hospitality for Financial Services Voice self-service begins with the welcome greeting.

Banking 74

Banking Self service Virtual Agent APIs 74

Creative Virtual

OCTOBER 13, 2020

This means that companies are always on the hunt for ways to meet those expectations, build brand loyalty and deliver a better customer experience. At Creative Virtual, we recognised these global celebrations with a special series of blog posts written by members of our expert team and published throughout the week. Her conclusion?

Customer Service 59

Customer Service Virtual Agent Self service Chatbots 59

Noble Systems

JUNE 26, 2020

Most cloud-based IVR platforms also provide the flexibility to add advanced options, including skills-based routing, intuitive tools for building menus and routing paths, virtual agents, self-service, payment processing, surveys, and speech analytics.

Interactive Voice Response 98

Interactive Voice Response Contact Center Technology Real estate 98

JustCall

AUGUST 8, 2023

Image Source Automated Call Routing AI-powered systems can efficiently route incoming calls by analyzing customer information, call history, and the nature of the inquiry. This ensures that customers are directed to the most suitable agent or department. This minimizes wait times and increases customer satisfaction.

Contact Center 52

Contact Center Interactive Voice Response Customer Service Virtual Agent 52

SmartAction

JUNE 27, 2023

Let’s address the common objections and show you how to overcome them with conversational AI and virtual agents. By deploying virtual agents, you can reduce the need for a large workforce to handle routine inquiries. Worried that automation will make your customer interactions feel impersonal? No worries!

Contact Center 83

Contact Center Virtual Agent Agent burnout Self service 83

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

Creative Virtual

APRIL 21, 2022

42% of Americans would rather clean a toilet and 46% would rather go to the dentist than call customer support. These stats, just two of many in the 2022 Achieving Customer Amazement Study , likely have you nodding in agreement thinking about your own painful customer service experiences.

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

Creative Virtual

OCTOBER 6, 2020

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.

Virtual Agent 52

Virtual Agent Wait times Chatbots Employee engagement 52

SmartAction

FEBRUARY 7, 2024

This specific application of AI technology stands to redefine customer service experiences in auto dealerships. This oversight is more than a missed technological opportunity; it’s a gap in providing comprehensive customer service and operational efficiency.

Wait times 78

Wait times Technology Customer Service Personalization 78

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

SmartAction

JUNE 9, 2023

Some notable examples include: Chatbots : Chatbots are AI-powered virtual agents, built in-house or by third-party vendors , that engage in text-based conversations with users. They are widely used in customer support, providing 24/7 assistance. enhancing efficiency and reducing wait times.

Virtual Agent 74

Virtual Agent Chatbots Self service Feedback 74

JustCall

MARCH 7, 2023

Contact center automation refers to leveraging technology to automate and streamline customer-facing interactions, leading to exceptional customer service. Automation in contact centers aims to resolve customer pain points and reduce friction without human intervention. What is Contact Center Automation?

Contact Center 52

Contact Center Interactive Voice Response Virtual Agent Automatic Callback 52

Creative Virtual

DECEMBER 10, 2020

This is the seventh time I’ve done this annual year in review blog post, but never have I had to review a year that was like 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.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

UJET

JUNE 25, 2021

As the world begins to reopen post-COVID-19, customer experience is more important than it’s ever been, with 80% of companies saying their core business model needs to go and/or stay digital to remain economically viable. Doing so reduced its in-app voice wait times by 50%. Eliminate Channel Switching By Blending Channels.

Customer Experience 82

Customer Experience CRM Wait times Contact Center 82

Liveops

JULY 19, 2021

Customer service jobs, in particular, are opening up at a rate faster than they are being filled. Whether that be due to feelings of employment insecurity, lingering COVID anxiety, parenting commitments or an overall rethinking of expectations when it comes to full-time work. Where are the workers?

Airlines 62

Airlines Virtual Agent Enterprise Wait times 62

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. Combined with the increase of call volume, it means long wait times for customers and a negative customer experience. .

Virtual Agent 71

Virtual Agent Self service Contact Center Healthcare 71

NICE inContact

SEPTEMBER 11, 2018

Unify to Deliver Immersive Customer Experiences. Founded in 2010, as TechStyle Fashion Group expanded and added new brands to its portfolio, customer service infrastructures were siloed – no overarching system supported synergy between brands. Decreased average handle time by 10 percent. Saving over $300,00 per year.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

3CLogic

OCTOBER 9, 2018

Analytics Today Innovative solutions that deeply integrate voice (AKA contact center telephony) into service management platforms, like 3CLogic and ServiceNow’s combined offering , allow enterprises to gain unparalleled visibility into customer-agent (or virtual agent) engagements, extracting valuable data and putting it to work.

Analytics 51

Analytics Virtual Agent Wait times Contact Center 51

Balto

JUNE 20, 2023

And if you’re still relying on a traditional contact center model with long wait times, scripted interactions, and frustrated customers, your business is destined to lose a lot of customers, and concurrently, money. The problem is that hiring and training additional agents can be very costly and resource intensive.

Contact Center 52

Contact Center Chatbots Complaint resolution Wait times 52

SmartAction

JANUARY 11, 2024

FORT WORTH, Texas, January 10, 2024 SmartAction, a leading provider of AI-powered virtual agents for customer-obsessed brands , is proud to announce a comprehensive brand refresh and the launch of its innovative NOVA (Natural Omnichannel Virtual Agent) agent design platform.

Virtual Agent 87

Virtual Agent Customer Service Call flow Self service 87

Stafford Communications

SEPTEMBER 10, 2019

It’s likely that within a few years we will see AI enhance many of the current tasks being performed by live agents, helping to streamline processes and reduce costs. Here are some examples of how AI is helping in call centers: Virtual Agents. Customer Convenience. Replacing Call Centers with AI is Not Likely.

Call Center 61

Call Center Interactive Voice Response outsourcing Virtual Agent 61

CSM Magazine

FEBRUARY 4, 2022

Chatbots and virtual assistants are at the epicenter of the customer service revolution. 24/7 Efficient Customer Service . By using a chatbot, your customer service channels can be open every hour of the day. 24-hour customer service is vital to keeping your customers happy.

Customer Experience 52

Customer Experience Chatbots Call Center Virtual Agent 52

Call Experts

MAY 8, 2019

Chatbots or virtual agents can address a wide range of features and questions to provide relevant analysis and efficient protocol. Predict the buying behaviors and preferences of your customers. Detect customer sentiments and emotions to make efficient decisions and enhance experiences. HR CALL OUT SERVICES: How?

Customer Experience 65

Customer Experience outsourcing Call Center Virtual Agent 65

Stafford Communications

SEPTEMBER 10, 2019

It’s likely that within a few years we will see AI enhance many of the current tasks being performed by live agents, helping to streamline processes and reduce costs. Here are some examples of how AI is helping in call centers: Virtual Agents. Customer Convenience.

Call Center 52

Call Center Interactive Voice Response outsourcing Virtual Agent 52

Netomi

MARCH 21, 2023

eCommerce companies are competing as much on customer experience as price: 61% have switched brands due to poor customer service and more than half of Americans have scrapped a planned purchase or transaction because of bad service. The virtual agent messenger bot helps shoppers find the best deals and products.

Chatbots 52

Chatbots Entertainment Personalization Virtual Agent 52

JustCall

APRIL 3, 2024

JustCall JustCall’s Auto Dialer seamlessly automates tedious tasks, freeing up valuable time for sales and customer service teams. Your team can focus on building strong customer relationships and closing deals. JustCall offers dedicated lines to minimize call wait times and abandonment.

Sales 52

Sales CRM Scripts APIs 52

SmartAction

AUGUST 10, 2018

AI agents don’t just mimic live agents – they actually outperform live agents across dozens of use cases. AI agents provide the “perfectly trained” experience. The biggest issue in every contact center is agent retention. Our clients have found that there are a few common reasons why agents are unhappy. “Hi

Virtual Agent 43

Virtual Agent Contact Center Wait times Call Center 43

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits. Source: ArenaCX Customers are 5.1

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81

aircall

DECEMBER 30, 2016

It’s important to understand that even if your call center doesn’t bring in revenue in of itself (if it provides customer support, for instance), it will hopefully improve your customer’s experience, boost customer retention, and inflate your bottom line in an indirect manner. Don’t neglect your remote agents , if they exist.

Call Center 97

Call Center Virtual Agent virtual call center CRM 97

Fonolo

JANUARY 4, 2022

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits. Statistics that Demonstrate the Value of Good Customer Service. Source: Bain&Co.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142