AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. Dustin Hubbard, Chief Technology Officer at WaFd Bank.

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Cloud contact Self service Contact Center Virtual Agent 67

UJET

DECEMBER 10, 2020

Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport). What, Exactly, Are Virtual Agents? Intelligence Is a Matter of Features.

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Virtual Agent Customer Service Interactive Voice Response Average Handle Time 72

UJET

DECEMBER 10, 2020

Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport). What, Exactly, Are Virtual Agents? Intelligence Is a Matter of Features.

Virtual Agent 72

Virtual Agent Customer Service Interactive Voice Response Average Handle Time 72

DMG Consulting

MARCH 31, 2022

Give Customers What They Want: Great Self-Service. Delivering an outstanding customer experience (CX) is a top goal for companies, as it is an essential and measurable differentiator between otherwise commoditized products and services. Donna Fluss. View this article on the publisher’s website. & Solving the Problem.

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Self service Interactive Voice Response Virtual Agent Government 54

DMG Consulting

JUNE 27, 2022

Making the Case for an Intelligent Virtual Agent. Self-service has become the preferred form of customer support for many consumers, so long as it works. These conversational, AI-enabled solutions are essential for the success of contact centers and service organizations of all sizes. June 27, 2022 By Donna Fluss.

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Virtual Agent Interactive Voice Response Self service Average Handle Time 48

TechSee

OCTOBER 9, 2018

The key to reaching this powerful demographic is by understanding that technology is central to their being. This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. 5 Enabling technologies to reach Millennials.

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Customer Service Self service Virtual Agent Chatbots 359

Interactions

AUGUST 13, 2020

Imagine yourself on a busy day trying to cancel an appointment and you keep getting put on hold waiting for a live agent. You know your task can be completed through self-service–it’s just a simple cancellation. You want to speak to a live agent to explain your situation and bypass business rules.

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Virtual Agent Self service Healthcare Interactive Voice Response 71

DMG Consulting

JUNE 1, 2022

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. Essential and impactful tools in the AI-based service revolution. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . When: Today, 1 June 2022.

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AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. The LLM-powered QnABot can also play a pivotal role as an automated real-time agent assistant.

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Self service APIs Transportation Contact Center 104

SmartAction

NOVEMBER 22, 2023

The AI-powered voice assistants of today offer a seamless experience, reaching a virtual assistant, in seconds, that can answer customer intentions with just a few words. Contact center managers who embrace and implement this technology reap the rewards of increased efficiency, reduced costs, and a customer experience that fosters loyalty.

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Contact Center Interactive Voice Response Virtual Agent Management 90

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. Award Winner Second Year in a Row. Award Info.

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Contact Center Technology contact center solutions Virtual Agent 124

SmartAction

NOVEMBER 7, 2018

In the contact center, it isn’t often that a new category of technology emerges. The emergence as a category indicates these new solutions are here to stay and are as integral to service delivery as the PBX or workforce management software. AI-enhanced Self-Service Examples. Why SmartAction?

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Self service Virtual Agent Contact Center Customer Support 79

SmartAction

FEBRUARY 13, 2024

Businesses who thrive at building robust, complete customer journeys harness the power of automation to build self-service solutions in their order management strategy. This involves: Gathering Data : Utilize customer service logs, feedback surveys, and website analytics to understand your most frequent inquiries.

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Best practices Virtual Agent Management Chatbots 64

Noble Systems

JUNE 26, 2020

The term “Cloud IVR” refers to the availability of IVR functionality via a Service platform. With a cloud based IVR solution, companies can benefit from the use of modern, efficient cloud-based technologies. The IVR system then uses routing rules to send the call to either an agent or a self-service application.

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Interactive Voice Response Contact Center Technology Real estate 98

SmartAction

NOVEMBER 1, 2023

When used in business, conversational artificial intelligence (AI) supports overall call center operations by providing self-service options, 24/7 availability, and real-time data and analytics – while lowering costs and increasing profits. Any technology implementation has to align with your overall business goals.

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Contact Center Virtual Agent Interactive Voice Response Chatbots 65

SmartAction

DECEMBER 8, 2023

The Beginning of a Transformation Alex’s journey began with a simple yet powerful idea: automating routine tasks with conversational AI virtual agents. This technology swiftly took over mundane inquiries like account balance checks or basic troubleshooting reducing routine call volumes by 35%. It was a game-changer.

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Virtual Agent Contact Center Upselling Interactive Voice Response 79

SmartAction

FEBRUARY 21, 2020

Fabletics leverages a Virtual Agent to interact with their customers every time you call them. If you have multiple self-service destinations and a variety of agent skill-sets, it’s in your best interest to allow the user to tell you why they called. Keep it Conversational. But many should be.

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Virtual Agent Self service Best practices Enterprise 55

TechSee

JANUARY 14, 2020

Automatic forecasting takes the huge volumes of data collected daily by contact centers and analyzes it all to reveal trends and draw conclusions about emerging best practices. Why agents are embracing the change. Rejecting doomsday predictions that robots will take their jobs, many agents are embracing AI technology.

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Call Center Virtual Agent Self service Contact Center 124

3CLogic

APRIL 20, 2021

80% of calls, according to data from Cloudtalk, are expected to be answered within 20-30 seconds and the average call duration is four minutes. The question is no longer should I adopt voice self-service for my contact center? Overview of Interactive Voice Response (IVR) and Voice Self-Service.

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Self service Interactive Voice Response Call flow Contact Center 52

Creative Virtual

APRIL 13, 2021

Conversational AI is growing in popularity among businesses and their customers because of the positive self-service experience high-quality virtual agents and chatbots are delivering. However, organisations should never overlook the added benefits they gain by analysing the conversational data these tools can collect.

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Virtual Agent Chatbots Customer centricity Self service 52

TechSee

JANUARY 14, 2020

Automatic forecasting takes the huge volumes of data collected daily by contact centers and analyzes it all to reveal trends and draw conclusions about emerging best practices. Rejecting doomsday predictions that robots will take their jobs, many agents are embracing AI technology. Smarter Agents. Specialization.

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Virtual Agent Self service Contact Center Call Center 109

SmartAction

JANUARY 25, 2019

AI Self-Service Solutions Demonstrate Their Impact. The world of technology is changing rapidly and innovations abound. This newly acquired accuracy means that call center virtual assistant solutions are now demonstrating their true power in a variety of interesting and beneficial ways. 5% fewer calls to live agents.

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Virtual Agent Self service Healthcare Contact Center 45

Creative Virtual

FEBRUARY 2, 2022

As the expectation for companies across all industries to offer digital, 24/7 support and self-service has grown, delivering a positive experience has become more challenging than ever for the insurance sector. Read more on these insights from ITL by downloading the full ‘The Virtual Insurance Agent’ whitepaper.

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Virtual Agent Chatbots Self service Contact Center 98

SmartAction

JANUARY 11, 2019

AI-powered virtual agents present significant potential to improve the customer experience (CX) via call center automation. Difficulty implementing and deploying new contact center technologies. Agent turnover. Focus on Solutions, Not Technology. Practical Solutions at a Time of Rapid Change. Collections).

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Virtual Agent Contact Center Interactive Voice Response Call Center 45

SmartAction

MARCH 7, 2023

Trend #1: IVAs and Automation Intelligent voice assistants (IVAs) process the words a user speaks and converts them into digital data that software can reliably analyze. NLUs are already adding value, but advances in the technology will greatly enhance its delivery of a more human-like conversational experience.

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Multichannel Virtual Agent Self service Accountability 85

DMG Consulting

AUGUST 17, 2017

These 8 Technologies Are Transforming the Contact Center. Companies are striving to understand customer needs, engage Millennial customers and employees, increase the use of self-service tools, improve service quality while reducing costs, simplify operating environments, and reduce fraud, and they’re looking to vendors for help.

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Contact Center Technology Big data Gamification 69

SmartAction

JUNE 9, 2023

Let’s explore this growing technology by understanding what it truly is, reviewing some examples of its applications, diving into its inner workings, and highlighting the associated benefits and challenges businesses and contact centers should consider. Chatbots and virtual agents may provide irrelevant or inaccurate responses.

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Virtual Agent Chatbots Self service Feedback 74

Upstream Works

DECEMBER 20, 2022

Unlike legacy technologies that are fully-formed when deployed, AI-based applications are iterative – they get better the more you use them. This represents another important difference from legacy technology – AI evolves much faster, so the benefits will accrue in less time. Virtual Agent.

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Customer Experience Virtual Agent Contact Center Scripts 78

TechSee

SEPTEMBER 21, 2023

AI that can interact naturally with users has the potential to augment and automate every service interaction across every channel. Meet Sophie AI Sophie’s MultiSensory AI fuses data, text (LLMs), audio, speech and visual AI. Closing the AI Data Gaps Generative AI requires massive amounts of data and deep AI expertise.

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Engineering Enterprise Chatbots Self service 109

TechSee

APRIL 21, 2021

Intelligent collaboration tools are trending in the call center to meet this need of connecting agents with their colleagues and supervisors in order to better serve their customers. Technology plays a large role in facilitating the collaborative call center. AI-Driven Agent Decision Support.

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Call Center Contact Center Self service call center solutions 136

SmartAction

MAY 23, 2019

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. Best Practice #5: Human-Centric Design from a team of CX Experts.

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Self service Virtual Agent Contact Center Engineering 40

SmartAction

OCTOBER 25, 2023

Join me as we dive into why leveraging conversational AI in the voice channel cannot be ignored or underestimated and why businesses should seize the opportunity to invest in this transformative technology. These channels offered apparent advantages in terms of scalability, cost-efficiency, and data analytics.

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Interactive Voice Response Customer Service Virtual Agent Self service 90

TechSee

MARCH 11, 2024

Understanding Conversational AI Conversational AI refers to technologies that users interact with through a natural, conversational interface, like chatbots or virtual agents. These technologies are often confused, as both Conversational AI and text-based Generative AI can automate natural language interactions.

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Chatbots Enterprise Scripts Virtual Agent 124

Interactions

SEPTEMBER 2, 2021

Bank technology is shifting. 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. Does self-service really equal a better experience?

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Banking Virtual Agent Self service Wait times 62

Uniphore

AUGUST 12, 2021

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it. Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort. Multimodal Virtual Agent Implementation and Best Practices. View Webinar.

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Best practices Virtual Agent Scripts Call flow 98

DMG Consulting

JANUARY 7, 2022

Intelligent virtual agents (IVAs) represent the future of omnichannel self-service, a new standard of voice and digital self-service in a channel-optimized format. Practical applications of these technologies in contact centers include speech analytics, IVAs, robotics, and other capabilities.

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Contact Center Self service Virtual Agent Analytics 48