DMG Consulting

FEBRUARY 15, 2018

IVAs Can Remake the Self-Service Landscape. View this document on the publisher’s website. 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.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

DMG Consulting

JANUARY 4, 2019

IVA Is the Future of Voice Self-Service. View this document on the publisher’s website. For customers and, increasingly, employees, IVAs can automate routine tasks and can process and personalize the handling of interactions in most self-service channels. By Donna Fluss. Revolutionizing IVRs. Email Address *.

Self service 69

Self service Interactive Voice Response Best practices Consulting 69

TechSee

SEPTEMBER 21, 2023

In contrast, Sophie AI is trained like today’s human agents and engineers. Sophie AI reads product documentation and support flows, observes customer service and field service interactions, and learns at each step. These chatbots demanded a lot of effort from users and administrators.

Engineering 109

Engineering Enterprise Chatbots Self service 109

Insite Managed Solutions

SEPTEMBER 20, 2018

Today, more and more customers expect self service options, and an effective knowledge management system can empower this. This is why it’s important to understand efficiency and gaps within your knowledge management system as customers prefer to service in the most convenient way for their persona.

Self service 40

Self service Virtual Agent Wait times Chatbots 40

SmartAction

MAY 6, 2019

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. Read Part 1 and Part 2 first!

Self service 44

Self service Virtual Agent Best practices Contact Center 44

AWS Machine Learning

SEPTEMBER 29, 2022

The rise of artificial intelligence technologies enables organizations to adopt and improve self-service capabilities in contact center operations to create a more proactive, timely, and effective customer experience. In this post, we demonstrate how to elevate traditional customer service FAQs with an interactive voice bot.

Virtual Agent 67

Virtual Agent Call flow Interactive Voice Response Contact Center 67

SmartAction

MAY 6, 2019

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. Read Part 1 and Part 2 first!

Self service 40

Self service Virtual Agent Best practices Contact Center 40

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. This is why data and documentation in your contact center are so important.

Self service 40

Self service Virtual Agent Contact Center Engineering 40

Uniphore

AUGUST 12, 2021

Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort. Offering variety can help create more successful outcomes for customers with a lower AHT for agents — a win on both sides of the phone line. Multimodal Virtual Agent Implementation and Best Practices.

Best practices 98

Best practices Virtual Agent Scripts Call flow 98

DMG Consulting

AUGUST 31, 2021

Answer: Digital transformation, spurred on by the pandemic, has resulted in enterprises finally giving customers what they’ve wanted for the past five years – the ability to interact in their channels of choice, whether voice or digital, assisted by intelligent virtual agents (for self-service), as well as live agents, when needed.

Virtual Agent 78

Virtual Agent Self service Enterprise Contact Center 78

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. There is no shortage of solutions providers who will provide you with premium access to a self-service and setup Conversational AI platform.

Chatbots 124

Chatbots Enterprise Scripts Virtual Agent 124

Inbenta

JUNE 2, 2021

Many HR teams have challenges to overcome, such as reduced HR budgets or staffing that require them to do more with an HR automation tool that can automate manual tasks, simplify documentation procedures, relieve the burden of HR staff, and ensure compliance. Benefits of HR automation. Saves time and lets teams focus on critical issues.

Chatbots 83

Chatbots Self service Virtual Agent Morale 83

Creative Virtual

JANUARY 26, 2023

You can’t deliver reliable, accurate self-service tools if you can never be certain what response might be given. These limitations don’t mean you should write off ChatGPT or GPT-3 (and future versions) as completely ineffective in the realm of customer service and employee support. Yes, this is absolutely possible.

Virtual Agent 52

Virtual Agent Chatbots APIs Engineering 52

DMG Consulting

JANUARY 3, 2020

View this document on the publisher’s website. 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. 11/26/2019. By Donna Fluss.

contact center workforce 96

contact center workforce Contact Center Virtual Agent Enterprise 96

UJET

NOVEMBER 3, 2020

AI solves this problem by routing customers to the ideal customer service solutions quickly. A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. Agent Assist Minimizes AHT.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

DMG Consulting

AUGUST 17, 2017

View this document on the publisher’s website. 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.

Contact Center 69

Contact Center Technology Big data Gamification 69

UJET

NOVEMBER 3, 2020

AI solves this problem by routing customers to the ideal customer service solutions quickly. A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. Agent Assist Minimizes AHT.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

3CLogic

SEPTEMBER 28, 2022

The ServiceNow Healthcare platform gives control to the patients and improves their experience by offering digital self-service options for common requests and virtual agent experiences that further enhance the self-service options available to patients. Improved Patient Care Experiences.

contact center solutions 52

contact center solutions Cloud contact Healthcare Contact Center 52

Avaya

APRIL 10, 2019

80% increase in transactions handled by self-service apps. 25% reduction in agent turnover. Still, I frequently hear customers say: “AI is all hype,” to which I respond with documented ways companies are using AI today and finding huge success. 45% improvement in customer ratings. 39% growth in digital sales.

Contact Center 71

Contact Center Analytics voip Virtual Agent 71

DMG Consulting

AUGUST 2, 2017

The Omni-Channel Agent Experience. View this document on the publisher’s website. By Donna Fluss.

Interactive Voice Response 96

Interactive Voice Response Contact Center CRM Virtual Agent 96

DMG Consulting

OCTOBER 4, 2017

View this document on the publisher’s website. In any case, these three applications can make major contributions to enterprises, customers, and agents, and should be considered by all contact centers as they begin to plan their 2018 budgets. Intelligent Virtual Agents (IVAs). By Donna Fluss.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

CSM Magazine

JUNE 16, 2023

IBM Watson Assistant IBM Watson Assistant is an advanced platform designed to deliver unparalleled virtual agent experiences. With its cutting-edge conversational AI for customer service, it helps organizations ensure fast, friendly, and intelligent multichannel support.

Customer Service 52

Customer Service Virtual Agent Chatbots Enterprise 52

DMG Consulting

MARCH 1, 2019

Customer Service Is Everyone’s Responsibility. View this document on the publisher’s website. Customer service must be an essential element of the culture of every company, and all relevant departments must be part of the overall workflow. By Donna Fluss.

Customer Service 72

Customer Service Average Handle Time Virtual Agent Contact Center 72

DMG Consulting

OCTOBER 4, 2018

View this document on the publisher’s website. KM has awoken to a new reality; one where enterprises, not just their service organizations, are receptive to the concept of a single source of enterprise knowledge. Knowledge Management in the Era of AI. By Donna Fluss.

Management 72

Management Virtual Agent Gamification Technical Support 72

DMG Consulting

JANUARY 17, 2019

View this document on the publisher’s website. 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.” By Donna Fluss.

Self service 66

Self service Best practices Contact Center Healthcare 66

JustCall

MARCH 9, 2023

Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance service levels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

TechSee

FEBRUARY 12, 2018

Virtual Customer Assistants. An increasing number of customers are demanding self-service options. Virtual customer assistants – also known as advanced chatbots – provide fast and human-like customer service at first contact. Virtual agent exhibitors at MWC 2018: Nuance.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

Virtual Customer Assistants. An increasing number of customers are demanding self-service options. Virtual customer assistants – also known as advanced chatbots – provide fast and human-like customer service at first contact. Virtual agent exhibitors at MWC 2018: Nuance.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

DMG Consulting

FEBRUARY 25, 2019

Service, quality management, and the customer journey will all see big gains. View this document on the publisher’s website. Leading organizations are combining self-service with live agent support to pre-engineer effortless service experiences. Speech Analytics and AI Is a Winning Combination.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

DMG Consulting

DECEMBER 7, 2017

View this document on the publisher’s website. The driver behind the AI revolution is the need for productivity and quality improvements, which are important for all enterprise applications and essential for people-intensive front- and back-office service organizations. I would like to receive the monthly DMG Newsletter.

Interactive Voice Response 48

Interactive Voice Response Virtual Agent Scripts Enterprise 48

Uniphore

JULY 21, 2021

Search Engine Optimization While improving the agent experience is paramount to customer service success, it’s not the only area to focus on. Gartner estimates that 85% of interaction will start with self service solutions , more than 30% higher than in 2019.

Best practices 52

Best practices Customer Service Management Contact Center 52

Fonolo

APRIL 6, 2020

Service Hub includes a shared email inbox, live chat software, and self-service tools, all of which integrate seamlessly with Aircall for phone support. Allowing you to connect to multiple customer service channels, including rentable telephone lines, live chat, and email queues.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

Squelch

JANUARY 29, 2020

I think it’s well-documented and just generally understood that if you have a happy front line, they are going to deliver a better experience for your customers. Here we’re thinking about communities, videos, virtual agents — essentially any non-human-assisted support. We’ve got amazing technology because we’re Microsoft.

Customer centricity 52

Customer centricity Virtual Agent Engineering outsourcing 52

JustCall

APRIL 5, 2023

All reports are created keeping the end-user in mind so that even a layperson can use such documents to improve business workflows. This heavy-handed focus can be particularly useful to businesses operating in highly regulated industries such as healthcare, BFSI (banking, financial services, and insurance), information technology, and more.

Interactive Voice Response 52

Interactive Voice Response Virtual Agent Multichannel voip 52

DMG Consulting

MAY 21, 2020

View this document on the publisher’s website. In 2020 we’re going to see new and continued investments that will finally allow companies to decrease the number of live agent resources needed in contact centers, which is the number-one goal for these people-intensive organizations. VISION 2020. By Donna Fluss.

Transportation 48

Transportation Contact Center Enterprise Self service 48

Global Response

APRIL 17, 2023

That depends on your needs and goals, but in general you should look for: advanced IVR and call routing capabilities automation and AI tools chatbots or virtual agents self-service solutions omnichannel support and robust CRM solutions Remember: modern solutions are often powered by modern technology.

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

DMG Consulting

APRIL 16, 2019

View this document on the publisher’s website. Self-service solutions will eliminate the need for live agents in the next 10 years (0.1). As the quality and effectiveness of self-service solutions improve, the number of contact center seats will decline. By Donna Fluss.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48