article thumbnail

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report

DMG Consulting

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. State of the art self-service and compelling benefits that transcend verticals. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

article thumbnail

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG Consulting

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

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Beyond the AI Customer Service Hype: Practical Applications for Real Results

UJET

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. AI Streamlines Agent Training.

article thumbnail

WFM Solutions for a more Agile Business World

DMG Consulting

Self-Service Comes on Strong. WFM solutions are providing agents with enhanced self-service capabilities that give them the autonomy to create and manage their own schedules and time off. As importantly, these tools allow agents to accommodate their need for work/life balance.

article thumbnail

Beyond the AI Customer Service Hype: Practical Applications for Real Results

UJET

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. AI Streamlines Agent Training.

article thumbnail

These 8 Technologies Are Transforming the Contact Center

DMG Consulting

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. Self-service. Gamification.

article thumbnail

New York Times Op-Ed Mentions Containment Rate

Fonolo

In general, we say that a transaction was “contained” if it was completed entirely through self-service and didn’t require an agent. The percentage of calls a chatbot, or virtual agent, is able to handle without turning the caller over to a person is called its ‘containment rate,’ and these rates are steadily soaring.”.