SmartAction

SEPTEMBER 16, 2022

Conversational AI is making the contact center and customer service industries better than ever. Having a good understanding of how this happens will help those in the industry to best leverage that technology for their companies. How Virtual Agents Help the Live Agent Workforce. GET IN TOUCH. Get a Demo.

Interactive Voice Response 92

Interactive Voice Response Virtual Agent Contact Center Engineering 92

SmartAction

NOVEMBER 19, 2019

Frost & Sullivan awards Purchasing Power ® for their AI-Powered Virtual Agent created in partnership with SmartAction ® to enable conversational self-service for their customers. The post Purchasing Power’s AI-Powered Virtual Agent Wins Top Honor for Excellence in Self-Service appeared first on SmartAction.

Virtual Agent 40

Virtual Agent Self service Interactive Voice Response Government 40

3CLogic

APRIL 20, 2021

It’s no surprise then that leading companies are adopting voice self-service solutions in addition to their IVR solutions to not only manage call volume but provide a higher quality of customer service and improve call agent performance. Overview of Interactive Voice Response (IVR) and Voice Self-Service.

Self service 52

Self service Interactive Voice Response Call flow Contact Center 52

Dialer 360

JANUARY 19, 2022

With this, organizations have started to implement self-service possibilities that are empowered by Artificial intelligence. Virtual agents. The call center industry become more productive with artificial intelligence to natural language processing (NLP). Ai empowered assistants are called virtual assistants.

Virtual Agent 48

Virtual Agent Call Center Interactive Voice Response Technology 48

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.

Virtual Agent 71

Virtual Agent Self service Healthcare Interactive Voice Response 71

Creative Virtual

APRIL 21, 2022

Here are a few questions to ask about your customer service to help make it more pleasant than cleaning a toilet: Do you make it easy for customers to reach your contact center? Self-service options like chatbots and virtual agents are increasingly preferred by customers, but they can’t – and shouldn’t!

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

DMG Consulting

AUGUST 9, 2018

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.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

SmartAction

DECEMBER 12, 2023

With our conversational AI platform and our proprietary intent-building process, we’ve cut virtual agent design and deployment time by 85%, offering our clients not just speed, but unparalleled efficiency and effectiveness. We’re not just providing a service; we’re offering a partnership. Reach out today.

industry standards 78

industry standards Customer Service Automotive Virtual Agent 78

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. Our virtual agents can solve 80% to 90% of customer problems.

Contact Center 65

Contact Center Virtual Agent Interactive Voice Response Chatbots 65

Outsource Consultants

JANUARY 11, 2018

In a recent article , Shelby Faris takes in in-depth look at Interactive Voice Response (IVR) technology. She acknowledges that though IVR is a vital component of many companies’ customer service, it’s not without its faults. 4 Ways Companies Benefit from Using IVR Services.

Interactive Voice Response 52

Interactive Voice Response outsourcing Virtual Agent Consulting 52

SmartAction

APRIL 15, 2019

Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handled by live agents. Automate More with Virtual Agents.

Self service 59

Self service Virtual Agent Interactive Voice Response Best practices 59

SmartAction

DECEMBER 12, 2023

With our conversational AI platform and our proprietary intent-building process, we’ve cut virtual agent design and deployment time by 85%, offering our clients not just speed, but unparalleled efficiency and effectiveness. We’re not just providing a service; we’re offering a partnership. Reach out today.

industry standards 52

industry standards Customer Service Automotive Virtual Agent 52

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. The once overburdened agents found themselves focusing on more complex, engaging tasks. It was a game-changer. Reach out today.

Virtual Agent 79

Virtual Agent Contact Center Upselling Interactive Voice Response 79

SmartAction

JANUARY 11, 2019

AI-powered virtual agents present significant potential to improve the customer experience (CX) via call center automation. Leaders should focus more on the actual ways in which AI-powered customer service can provide practical solutions to specific CX-related challenges. Limited voice automation choices.

Virtual Agent 45

Virtual Agent Contact Center Interactive Voice Response Call Center 45

DMG Consulting

JULY 19, 2017

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.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

JustCall

AUGUST 8, 2023

Service industries across the world are facing an AI and automation overhaul. Previously, contact center agents had to physically dial multiple numbers every day. Machine learning (ML), natural language processing (NLP), and other forms of AI are bound to make lives easier for these agents.

Contact Center 52

Contact Center Interactive Voice Response Customer Service Virtual Agent 52

Lumoa

JUNE 23, 2021

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

Hodusoft

OCTOBER 19, 2023

However, as the demand for exceptional customer service continues to rise, the operating costs associated with BPO contact centers are also rising greatly. Businesses in today’s highly competitive industry, looking for the best strategies that they can implement to reduce costs while maintaining the quality of their service.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

3CLogic

DECEMBER 1, 2022

When it comes to complex issues, it’s easier to solve problems and communicate clearly over the phone – and this is true not only in the customer service industry but across professional spheres. All call-related data is automatically stored in the service platform or CRM, saving headaches and operational hours.

contact center solutions 52

contact center solutions Cloud contact Contact Center Interactive Voice Response 52

SharpenCX

OCTOBER 15, 2023

In the early days of self-service, we often talked about looking for “low-hanging fruit” when identifying where to start. In other words, it should be easy for your contact center leaders and agents to learn and interact with, and it should be industry and use-case specific.

Contact Center 67

Contact Center Interactive Voice Response Virtual Agent Technology 67

SmartAction

DECEMBER 15, 2021

Traditional IVRs aren’t cutting it anymore as the bodies needed to fill in aren’t there to take the calls. With easily scalable virtual agents, hold times are eliminated. to self-service for over 100 types of interactions, from the most common to the most nuanced.

Contact Center 78

Contact Center Virtual Agent Agent burnout Self service 78

SmartAction

NOVEMBER 30, 2021

pay my loan, check my balance, or transfer funds," which became the new way to start a customer service conversation through traditional speech IVRs around 2016. Across different industries, use cases, and customer interactions, there’s now an opportunity to leverage AI in a whole new way with an intelligent front door.

Virtual Agent 83

Virtual Agent Interactive Voice Response Contact Center Customer Experience 83

SmartAction

MARCH 7, 2023

This integration will enable voice-enabled self service, a feature that customers are demanding, and the ability to handle complex voice interactions. Conversational AI is the key to augmenting existing technology with a company’s IP.

Multichannel 85

Multichannel Virtual Agent Self service Accountability 85

Uniphore

JANUARY 21, 2022

The global pandemic accelerated digital transformations across every industry, including healthcare. However, compared to the broader consumer marketplace, the healthcare industry lagged in digital adoption and implementation. Conversational AI and automation can solve many self-service woes.

Healthcare 98

Healthcare Virtual Agent Interactive Voice Response Self service 98

SmartAction

OCTOBER 19, 2022

Call centers must adapt to changing client demands for self-service by giving their chatbots new features and capabilities. When there is an inconsistent experience, everyone gets frustrated because of the repetitive data collection by chatbots, IVR, and live agents. Check out this blog post to find out.

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

3CLogic

MAY 26, 2022

Consider what customers across industries want to experience: Proactive Communication: Customers seek out organizations that can anticipate their needs quickly. Integrative customer experience technologies such as SMS, Voice, and conversational AI will allow you to keep up with new consumer expectations.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

DMG Consulting

DECEMBER 7, 2017

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. She provides strategic and practical counsel for enterprises, solution providers, and the investment community.

Interactive Voice Response 48

Interactive Voice Response Virtual Agent Scripts Enterprise 48

SmartAction

JANUARY 16, 2020

Much like Winona Ryder, while traditional IVRs faded into obscurity in the early 2000s, voice control is having its Stranger Things come back. In the next five years, industry experts predict that nearly every application will integrate voice technology in some way. Talk is the new Type. Ok chatbots, you’ve had your fun.

Virtual Agent 54

Virtual Agent Self service Government Healthcare 54

DMG Consulting

NOVEMBER 14, 2020

An essential element in achieving this goal is to make it easy for customers to conduct business by allowing them to interact in their preferred channels, which are increasingly digital. Consumers have been showing a preference for using self-service for a number of years,” said Donna Fluss, President of DMG Consulting.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

JANUARY 3, 2020

Intelligent virtual agents (IVAs) and attended robot process automation (RPA, also known as robots) are being used to enhance productivity and service quality. IVAs are replacing IVRs and other enterprise self-service solutions and are increasing the volume of fully automated interactions.

contact center workforce 96

contact center workforce Contact Center Virtual Agent Enterprise 96

Uniphore

JUNE 10, 2021

25% Lack of self-service options. 0% Security issues with Agents at Home. Use Self-Service to Handle High Call Volume. Fortunately, you can take the pressure off of your agents. Direct your Callers to Effortless Digital Customer Service With Visual IVR. Bring the Service Back to Self-Service.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

JustCall

MARCH 9, 2023

Using call center software, you can drive efficiency into call center functions like call routing, queueing, IVR, and much more. You get the benefit of pre-trained, industry-specific AI modules for niche businesses like banking, finance, retail, etc.

Contact center software 52

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

DMG Consulting

AUGUST 3, 2020

As much of the workforce was forced to relocate to their homes, companies have relied on IA solutions to rapidly identify customer issues so that agents and self-service solutions can be prepared to handle the high volumes of interactions they are receiving. For more information, visit www.dmgconsult.com. # # #.

Consulting 62

Consulting Consulting Analytics Marketing 62

TechSee

FEBRUARY 20, 2018

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. Drivers for customer self-service.

Virtual Agent 132

Virtual Agent Self service Technical Support Contact Center 132

SmartAction

MARCH 6, 2019

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 ). Why Avaya Validated the SmartAction AI Self-Service Solution.

Virtual Agent 9

Virtual Agent Self service Contact Center Interactive Voice Response 9

DMG Consulting

MARCH 31, 2019

Flex scheduling, agent self-service and adaptive real-time scheduling are the new standard of WFM. Leading WFM solutions have re-imagined the traditional fixed-shift staffing paradigm and utilize flex scheduling, which empowers agents to create and manage their own schedule via self-service portals.

Consulting 48

Consulting Consulting Marketing Management 48

ShepHyken

DECEMBER 8, 2017

Until recently, contact centers were playing a passive role in customer service by responding to basic queries, but not necessarily playing any major role in the strategy for customer experience (CX). But, the industry landscape is changing, with CX becoming the new battlefield. Use Technology for Self Service.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112