AI adoption in contact centers – virtual agents

Spearline

AI adoption in contact centers – virtual agents The voice-bot is emerging as an attractive conversational-user-interface which offers accessible and comfortable user interaction. Contact center teams are enthusiastically rolling out virtual agents.

Making the Case for an Intelligent Virtual Agent

DMG Consulting

Making the Case for an Intelligent Virtual Agent. So it should be simple for enterprises to give customers what they want, particularly because it’s also highly beneficial for employees and the bottom line. The challenge is that many companies successfully using interactive voice response (IVR) solutions to displace a large percentage of contact center calls don’t yet appreciate the greater potential value of intelligent virtual agents (IVAs).

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

TechSee

AI has also powered decision support tools, which help human agents present customers with relevant information in real time with the goal of making the best decisions and providing the right information to consumers. Here are the steps to get started: Build the virtual agent around a single strategic objective. Decreased agent workload? AI is at the heart of this revolution, and data collected from your enterprise customer service is its driving force.

How Virtual Agents Help the Live Agent Workforce

SmartAction

Yet when examining the facts versus fiction that sentient bots are here to end the live agent workforce, the opposite is true. In over 100 deployments from small companies to large enterprises, SmartAction has yet to see a layoff en masse after deploying virtual agents.

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. Blog 2020 banking coronavirus covid-19 virtual agent traffic

From Tension to Resolution: 90 Seconds with a Virtual Agent

SmartAction

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.

Is voice biometrics used only for live-agent interactions or does it work with intelligent virtual agents too?

DMG Consulting

Question: Is voice biometrics used only for live-agent interactions or does it work with intelligent virtual agents too? Answer: Voice biometrics can provide authentication for interactions that take place with humans as well as with intelligent virtual agents (IVAs). When used with IVAs, voice biometrics solutions enable enterprises to expand use cases to include activities that can be completed only post-authentication.

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

Xaqt

All the while, Virtual Agents and Robotic Process Automation (RPA) threaten to eliminate much of the human capabilities that outsources have built their business on. The answer to that question represents the threat to their core business presented by Virtual Agents and RPA.

Fifteen Years & Counting: Navigating the chatbot, virtual agent and AI revolution

Creative Virtual

As we celebrate our fifteen year anniversary , I wanted to share with you some of my thoughts on founding and running Creative Virtual. However, there becomes a core backbone of people that make up the fabric – the culture – of what Creative Virtual stands for: passion, innovation and quirkiness are at the heart of everything we do. In 2017 we were honoured with The Queen’s Awards for Enterprise: Innovation. By Chris Ezekiel, Founder & CEO.

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report

DMG Consulting

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 Intelligent Virtual Agent Product and Market Report.

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG Consulting

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2017 Intelligent Virtual Agent Product and Market Report.

Our customers win prestigious 2021 Stevie® Awards & Nuance earns Technology Partner of the Year

Nuance

Since 2013, Nuance’s enterprise customers worldwide have won over 45 Stevie Awards across customer engagement, agent productivity, and innovation using Nuance’s AI-powered conversational AI, digital messaging, biometrics, and Agent AI capabilities.

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG Consulting

The digital transformation taking place throughout enterprises is creating a greater need and broader opportunities for robotic process automation (RPA) and desktop analytics. DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. 8/22/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Applications that Improve the Customer Journey

DMG Consulting

Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). For agent-assisted interactions, they pull information from knowledge bases, customer profiles and other online sources that agents need to optimize each interaction. Enterprise Benefit.

Contact Centers’ Digital Transformation Has Only Begun

DMG Consulting

A speedy transition was vital, and there was little time for niceties like making sure agents and other employees had a quiet place to work, high-speed bandwidth, a properly configured PC, or even a chair. The digital transformation of enterprises and their contact centers was greatly accelerated as companies quickly made modifications to accommodate a rapidly changing economic environment and social distancing requirements. Contact Centers’ Digital Transformation Has Only Begun.

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.

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

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report

DMG Consulting

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. What: Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise report. DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services , today released its 2022 – 2023 AI-Enabled Self-Service for the Enterprise report. MEDIA ALERT.

It’s Time to Pull Back the Curtain on Enterprise Conversational AI Pricing

Creative Virtual

Enterprise software pricing is often shrouded in mystery and the subject of intense negotiations between the supplier and customer. Whilst chatbots and virtual agents have been around for a long time, it’s relatively recently that they’ve become ubiquitous within the enterprise.

How to Cut Call Center Agent Onboarding In Half

Uniphore

How to Cut Call Center Agent Onboarding Time in Half. and Make Every Agent Your Best Agent. Live Demo Featuring 10 Ways to Simplify Agent Onboarding With AI & RPA. The post How to Cut Call Center Agent Onboarding In Half appeared first on Jacada.

Self-Service Is the Channel of Choice—When It Works

DMG Consulting

Intelligent Virtual Agents and Virtual Assistants. While there are many names for AI-enabled self-service solutions, intelligent virtual agent (IVA) is the most commonly used term for the customer-facing concierge type. Virtual assistants (VAs), which use many of the same technologies as IVAs, can provide agents/employees with context-aware guided support and information that is relevant to each customer interaction.

DMG Consulting Releases 2022 – 2023 Workforce Management for the Enterprise Report

DMG Consulting

DMG Consulting Releases 2022 – 2023 Workforce Management for the Enterprise Report. What: Releases 2022 – 2023 Workforce Management for the Enterprise Report. Background: DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2022 – 2023 Workforce Management for the Enterprise report. MEDIA ALERT. AI-enabled new-gen WFM revolutionizes the staffing paradigm.

The 3 Contact Center Applications That Pay for Themselves

DMG Consulting

If a solution or investment also contributes to agent engagement and retention, it’s even better. 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). Vendors to consider should include [24]7, Artificial Solutions, Creative Virtual, Interactions, Next IT, and SmartAction.

VISION 2020

DMG Consulting

Startups and large enterprises are investing billions in artificial intelligence (AI) and automation-based initiatives that will change the way we live our lives and conduct business over the next ten to twenty years. 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. 2/27/2020.

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. 11 Keys to Designing Effective IVAs.

The Hybrid Contact Center Workforce of 2030

DMG Consulting

It’s 2030, and one of your agents is making mistakes. Intelligent virtual agents (IVAs) and attended robot process automation (RPA, also known as robots) are being used to enhance productivity and service quality. The Hybrid Contact Center Workforce of 2030. 11/26/2019.

These 8 Technologies Are Transforming the Contact Center

DMG Consulting

Contact Centers are some of the most technically sophisticated operations in the enterprise, putting to use more than 45 systems and applications. This sector now has more than 150 competitors worldwide, giving both enterprises and small and midsize organizations many good choices. Bots and the more advanced intelligent virtual agents (IVAs), enabled by AI and machine learning, are rightfully attracting a great deal of attention.

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. As the global intelligent virtual agent market is expected to reach $11.3b Surpassed 100 large enterprise implementations.

IVAs Can Remake the Self-Service Landscape

DMG Consulting

Consumers of all ages are showing a preference for self-service solutions over talking to agents or using chat boxes, provided they do their jobs well. For example, if the cost of an agent-handled call is $5, a 2 percent increase in IVR utilization for a business that receives 1 million calls per month represents a savings of $100,000 per month, or $1.2 IVAs Can Remake the Self-Service Landscape. 2/9/2018. By Donna Fluss. View this document on the publisher’s website.

Contact Centers’ Road Map to Success in the New Normal

DMG Consulting

Enterprises need to review and update their digital transformation strategies and plans to incorporate new approaches driven by the pandemic. The pandemic proved that contact center employees—agents, supervisors, managers, quality management specialists. Contact Centers’ Road Map to Success in the New Normal. May 25, 2021 Donna Fluss. View this article on the publisher’s website.

Creating a Dynamic Contact Center Experience With AI

Waterfield Technologies

Keeping a call-center running smoothly can be challenging for even the largest enterprises. Contact center agents want support from […]. Blog AI Aritificial Intelligence Contact Center Dynamic Contact Center IBM Watson ROI Benefits Virtual AgentCustomers call in expecting immediate service and engagement for their issues. The post Creating a Dynamic Contact Center Experience With AI appeared first on Waterfield Technologies.

5 Customer Service Trends That Point to a Promising Future

DMG Consulting

That’s because enterprise executives have finally accepted that their organizations need to deliver the personalized service experiences their customers want, in their channel of choice, instead of doing what’s best for the company. This is great news for enterprises and the vendors that deliver their service solutions. KM has finally found its enterprise purpose: seeding contact center-based AI initiatives. 5 Customer Service Trends That Point to a Promising Future.

2020 PREDICTIONS: Conversational AI Trends

SmartAction

According to Gartner’s 2019 Hype Cycle for Customer Service & Support Technologies, Virtual Customer Assistants have just eked out beyond the “Peak of Inflated Expectations” and into the “Trough of Disillusionment.”

Knowledge Management in the Era of AI

DMG Consulting

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. The race is on to automate many front and back-office functions using robotic process automation (robots or “bots”), intelligent virtual agents (IVAs) and other self-service technology to fully automate the handling of inquiries. Knowledge Management in the Era of AI. 7/4/2018. By Donna Fluss.

Are You Ready for Digital Transformation?

DMG Consulting

Digital transformation is a “hot” topic today for enterprises that are striving to deliver an outstanding customer experience cost effectively. A growing number of enterprises have acknowledged the need to change the way they do business if they want to continue to be relevant to their customers. One component of the digital transformation will be investments in technology to automate activities that previously required the participation of agents and other employees.

Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner. As contact centers are people-intensive organizations where agents account for approximately 65 percent to 75 percent of departmental costs, it makes sense that businesses are looking for ways to reduce their dependence on live agents and help them be more productive.

AI: On the Right Path but Not Yet Real

DMG Consulting

The problem is that most of what people are buying is hype, and this is going to result in disappointment as enterprises realize that AI is still in the early stages of commercialization. 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. Thank you for your interest in DMG Consulting’s publications.

We’re Coming to Rescue Your Failing Chatbot Project!

Creative Virtual

In my role leading a global company, I have the opportunity to travel all over the world speaking at conferences, meeting with enterprise executives and collaborating with other industry experts. Telecommunications company Telstra was in the news when their virtual agent Codi, a joint project with IBM and LivePerson, was branded a ‘virtual moron-idiot’ by customers. Creative Virtual is in a unique position to rescue these failing chatbot projects.

Verint CEO Dan Bodner Will Deliver AI and Customer Engagement Keynote

Verint

Bodner will discuss how artificial intelligence technology can disrupt the customer engagement market with new innovations such as virtual agents and robotic process automation, and how customer engagement teams will leverage natural language processing and machine learning to deliver significant cost efficiencies while improving consumer satisfaction.

Automation and AI: Game Changers for Your Customer Engagement Strategy

Verint

Leading enterprises recognize that the effective adoption and implementation of automation and artificial intelligence (AI) solutions within their customer engagement operations can be game-changing for the enterprise, potentially yielding higher revenue, lower operating costs and greater customer satisfaction.