Virtual Agents in the Contact Center: Data Gathering Made Easy

inContact

When it comes to reducing expenses within contact center operations, one of the best ways to do so is to reduce the amount of time that live agents spend on the phone. These repetitive calls often come in high volumes, but are low-value, tedious conversations that simply bog down live agents.

Video (Part 3): Frost & Sullivan Shares Real Examples of Companies That Use AI-powered Virtual Agents

SmartAction

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. Here’s how two innovative companies are using AI-powered virtual agents to automate more in their contact centers.

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report

DMG

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.

Applications that Improve the Customer Journey

DMG

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. Intelligent virtual agents (IVAs).

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

Answer: Virtual assistant (VA) Also called virtual customer assistants, chatbots, avatars, virtual. agents, or concierges, VAs help businesses wow customers with. the natural language capabilities of eGain Virtual Assistant™ to. agents. agents.

11 Keys to Designing Effective IVAs

DMG

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.” In contact centers, they’re giving agents the information they need from knowledge bases, customer profiles, and other online sources to optimize and personalize each interaction. 11 Keys to Designing Effective IVAs. By Donna Fluss.

Workforce Optimization Ushers in the Real-Time Contact Center

DMG

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. In the context of autonomous cars, IBM Watson, algorithmic trading, software-defined networks, self-healing applications, healthcare diagnostics, and more, AI is playing an increasingly influential role in today’s world.

The Four Ways Call Centers Are Using AI Agents

SmartAction

You’re finally transferred to a live agent, who asks you a series of routine questions – followed by what feels to be a much more complicated process than you originally figured. Everyone has their own story, no matter if it is in financial, healthcare, insurance, retail, utilities, or travel industries. The four ways call centers are using AI agents are: Natural language front door instead of lengthy phone tree menus.

The Future of Intelligent Decision Support Systems in Contact Centers

TechSee

These systems are relevant for many verticals including healthcare, finance, weather prediction, call and chat centers, desktop apps, info kiosks and more. . IDSS allow human agents to focus more on their soft skills and quality of the interaction, and less on scripts and manuals.

The Next Act: The AI-Enabled Contact Center

DMG

Whether in the context of autonomous cars, IBM’s Watson, algorithmic trading, software-defined networks, self-healing applications, healthcare diagnostics and more, AI is playing an increasing influential role. that can alter the customer experience in real time, contact centers will be run by AI, intelligent virtual agents (IVAs) and bots, and will be staffed with resources who expertly maintain these solutions. The Next Act: The AI-Enabled Contact Center.

4 Reasons Your Customers Won’t Reach Out to Customer Service

GetFeedback

To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support.

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The Benefits of Call Centers with Remote Agents

Outsource Consultants

He goes into detail on the following five trends that will help call centers evolve and provide service that customers are looking for: 1) Build meaningful collaboration into the way agents work and solve problems. The Benefits of Call Centers with Remote Agents. Virtual agents are more likely to feel engaged with their jobs and stay longer.”. Many call centers are utilizing virtual, or remote, agents these days, and it’s paying off big time.

Solving the Top 3 Concerns for Senior Contact Center Executives

EPIC Connections

One of the ways companies can meet these objectives is by employing solutions that include automation as well as incorporating lower cost agent channels. Dramatically reduce call handling times by resolving many issues prior to agent transfer. Save over 11,600 agent hours.

Chat in the Contact Center – an Expert Panel Weighs in – Part 2/3

Taylor Reach Group

How does live chat look right now, but with an artificial bot instead of the live agent, behind the scenes? Colin: AI Chat today, often called chatbots or virtual agents, are not very sophisticated and certainly they are not ready for the scalable bulk response’ world JD is speaking about. This process created situations where the center unable to service the live voice calls to the standards desired, while chat agents waited for chat requests.