Fonolo

OCTOBER 5, 2023

FREE WEBINAR: Is Your Chatbot Really Just an IVR? With their narrow conversation flows and questions that often don’t lead to an answer – or an agent – chatbots don’t always seem all that revolutionary. You wouldn’t be the first customer service professional to ask themselves if a chatbot is really any different than an IVR.

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Interactive Voice Response Chatbots Self service Virtual Agent 57

Talkdesk

SEPTEMBER 9, 2020

This tendency, coupled with increasingly mature artificial intelligence (AI) technologies, has raised attention to the role and impact of virtual agents in contact centers and customer experience (CX). What is a virtual agent? The post What is a virtual agent and how does it work?

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Virtual Agent Interactive Voice Response Self service Contact Center 65

Noble Systems

APRIL 3, 2020

What Is IVR? Some people new to the contact center industry might be wondering ‘what does IVR stand for’? This common acronym stands for Interactive Voice Response. Callers can input their response via their telephone keypad (touch-tone) or using voice commands. Intelligent Call Routing.

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DMG Consulting

JUNE 27, 2022

Making the Case for an Intelligent Virtual Agent. 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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Virtual Agent Interactive Voice Response Self service Average Handle Time 48

SmartAction

OCTOBER 25, 2023

Join me as we dive into why leveraging conversational AI in the voice channel cannot be ignored or underestimated and why businesses should seize the opportunity to invest in this transformative technology. The Power of Voice Communication Customers seek a personal touch when engaging with businesses.

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Interactive Voice Response Customer Service Virtual Agent Self service 88

UJET

DECEMBER 10, 2020

Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport). What, Exactly, Are Virtual Agents? Intelligence Is a Matter of Features.

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Virtual Agent Customer Service Interactive Voice Response Average Handle Time 72

UJET

DECEMBER 10, 2020

Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport). What, Exactly, Are Virtual Agents? Intelligence Is a Matter of Features.

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Virtual Agent Customer Service Interactive Voice Response Average Handle Time 72

SmartAction

SEPTEMBER 16, 2022

Companies such as Google and Amazon are continually bringing new iterations of conversational AI technology into the mainstream and integrating different applications of machine learning into our everyday lives. Language modeling technology predicts the sequence of words that were most likely spoken. This is where the NLU comes in!

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Interactive Voice Response Virtual Agent Contact Center Engineering 89

Dialer 360

JANUARY 19, 2022

Virtual agents. However, those days are gone when static and slow IVR are used in the call center for customer service. These agents increase the customer experience because it handles routine inquiries in a fast way as well as more proficiently as compared to humans. This technology focuses on the analysis of languages.

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Virtual Agent Call Center Interactive Voice Response Technology 48

SmartAction

OCTOBER 26, 2023

The healthcare landscape underwent a profound transformation in the aftermath of the COVID-19 pandemic, reshaping the traditional roles of Interactive Voice Response (IVR) systems and contact centers. Traditional IVR systems, long seen as transactional tools, assumed a more pivotal role in patient interactions.

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Healthcare Interactive Voice Response Virtual Agent Self service 66

ShepHyken

JANUARY 4, 2022

People still use voice channels. What people don’t like about voice channels is the experience. They don’t like waiting on hold, complex IVRs, or conversational AI that doesn’t work. 51% preferred phone when it comes to general issues. 2% prefer phone when it comes to urgent or sensitive concerns.

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Virtual Agent Interactive Voice Response Contact Center Consulting 318

Interactions

AUGUST 13, 2020

These transactions can be handled by a simple chatbot or IVR system, as not much advanced functionality is needed. A deep knowledge of the customer experience space and conversational design is needed to determine when a live agent, a virtual agent, or both should be used in a given situation.

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Virtual Agent Self service Healthcare Interactive Voice Response 71

DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. Recent advancements in AI technology, along with consumer preferences for self-service options in digital channels, are driving interest in and adoption of IVAs.

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Virtual Agent Consulting Consulting Interactive Voice Response 48

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. Need IVR services?

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SmartAction

NOVEMBER 1, 2023

Any technology implementation has to align with your overall business goals. The experience for customers and agents is seamless, and the solution can integrate with your current contact center platform, telephony setup, and data systems. Our virtual agents can solve 80% to 90% of customer problems. The question is “how.”

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DMG Consulting

AUGUST 16, 2022

What’s more, consumers believe they have the right to interact with an organization in multiple channels and, when appropriate, to pivot between channels, such as when an intelligent virtual agent (IVA) needs to send information to a consumer’s cell phone via SMS during a phone conversation. IVAs Are Good for Agents and CX.

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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. This technology swiftly took over mundane inquiries like account balance checks or basic troubleshooting reducing routine call volumes by 35%. It was a game-changer.

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Creative Virtual

APRIL 21, 2022

Self-service options like chatbots and virtual agents are increasingly preferred by customers, but they can’t – and shouldn’t! completely replace human contact center agents. Forward-thinking companies are using conversational AI to intelligently route customers to the right agent the first time. Want to learn more?

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Customer Support Interactive Voice Response Virtual Agent Contact Center 105

Call Design

AUGUST 9, 2021

Technology is always advancing so to remain competitive it is important for every organisation to regularly review the systems and processes in place to see how these can be improved. The Genesis of Automation and IVR. Attempts to automate phone-based customer interactions have been around for decades.

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Interactive Voice Response Chatbots Coaching Virtual Agent 78

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. Companies that transition to IVA technology are benefitting from an array of sophisticated AI-based capabilities and intelligent augmentation.

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Virtual Agent Consulting Consulting Marketing 48

SmartAction

JANUARY 11, 2019

AI-powered virtual agents present significant potential to improve the customer experience (CX) via call center automation. Difficulty implementing and deploying new contact center technologies. Agent turnover. Focus on Solutions, Not Technology. Practical Solutions at a Time of Rapid Change. Collections).

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Virtual Agent Contact Center Interactive Voice Response Call Center 45

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. SmartAction uses proprietary conversational AI to automate conversations that used to be handled by call center agents over phone, chat, and text.

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Virtual Agent Self service Interactive Voice Response Government 40

SmartAction

NOVEMBER 15, 2023

With the advent of the internet, AI, and technological advancements, it has transformed into a multifaceted solution that empowers customers to find answers and solutions on their own. The evolution of self-service reflects the ever-changing landscape of technology and consumer expectations. Key Trends in Customer Self-Service 1.

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Self service Virtual Agent Chatbots Analytics 97

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. But now the world is very different.

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Contact Center Interactive Voice Response Self service Virtual Agent 72

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. While IVA technology is still in its infancy, it is already making significant contributions to the market. When: Today, 19 July 2017.

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Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

MARCH 1, 2020

F or decades, interactive voice response (IVR) systems, including those that were speech-enabled, were greatly disliked by users, even as adoption continued to grow. There has been great innovation in voice self-service engines, as reflected by the offerings from Amazon, Google, Apple, and Microsoft.

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Self service Interactive Voice Response Enterprise Virtual Agent 87

SharpenCX

OCTOBER 15, 2023

AI-powered technologies—once only practical and feasible for large enterprises with big budgets and sophisticated expertise—are now accessible to everyone and used for both business and personal use cases. I often question and weigh new technologies as a “tool” or “toy” when it comes to contact center.

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Contact Center Interactive Voice Response Virtual Agent Technology 67

DMG Consulting

AUGUST 10, 2018

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). Technology. Intelligent virtual agents (IVAs).

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Interactive Voice Response Virtual Agent Self service Contact Center 78

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.

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Cloud contact Interactive Voice Response Contact Center Chatbots 83

JustCall

AUGUST 8, 2023

Contact centers are a great example of how technology can be used to make jobs more efficient. Previously, contact center agents had to physically dial multiple numbers every day. This ensures that customers are directed to the most suitable agent or department. This minimizes wait times and increases customer satisfaction.

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Contact Center Interactive Voice Response Customer Service Virtual Agent 52

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. But now the world is very different.

Contact Center 56

Contact Center Interactive Voice Response Self service Virtual Agent 56

Creative Virtual

OCTOBER 9, 2020

A variety of smart speakers , like Alexa, Cortana or Google Home, can be integrated with our self-service virtual agents. For example, Virtual Agent Roger for Rest is available on the web as well as through Google Home. If you want to offer phone as a contact point for self-service, you need STT and TTS.

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Interactive Voice Response Customer Service Virtual Agent Transportation 59

JustCall

MARCH 7, 2023

Contact center automation refers to leveraging technology to automate and streamline customer-facing interactions, leading to exceptional customer service. Contact Center Automation Tools and Technologies The adoption of automation tools in contact centers has accelerated in recent years. What is Contact Center Automation?

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DMG Consulting

MARCH 31, 2022

DMG estimates that more than 90 percent of the self-service solutions in use today are outdated and need a complete overhaul of their technology, functionality, and user experience. Many of these voice-based self-service solutions were built more than 10 or 15 years ago, when the technology was limited.

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Self service Interactive Voice Response Virtual Agent Government 54

Uniphore

AUGUST 12, 2021

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it. Unsurprisingly, sales of these multimodal assistants grew 30% in 2020, while voice-only assistants saw a 3% decline. How to build a smarter IVR with a multimodal user expereience.

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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. The question is no longer should I adopt voice self-service for my contact center?

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Self service Interactive Voice Response Call flow Contact Center 52

Upstream Works

DECEMBER 20, 2022

Unlike legacy technologies that are fully-formed when deployed, AI-based applications are iterative – they get better the more you use them. This represents another important difference from legacy technology – AI evolves much faster, so the benefits will accrue in less time. Virtual Agent.

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