DMG Consulting

NOVEMBER 8, 2023

Intelligent virtual agents (IVAs) – these conversational AI-based self-service solutions use NLP, NLU, natural language generation (NLG), generative AI, and other AI technologies to automate the handling of customer inquiries that do not require complex human reasoning or logic.

Contact Center 48

Contact Center Virtual Agent Self service Analytics 48

DMG Consulting

NOVEMBER 13, 2018

For example, machine learning enables intelligent virtual agent (IVA) applications to further refine answers to common questions as they are exposed to more data or as they “learn” customer preferences. When the application ingests new data, it assimilates the information to “learn” and iteratively adapt its actions.

contact center solutions 69

contact center solutions Contact Center Big data Virtual Agent 69

CSM Magazine

SEPTEMBER 21, 2022

Chatbot programs can range from simple AI, providing a standardized list of queries for a customer to select, or Intelligent Virtual Assistants (IVA), which are capable of closely replicating human speech. How to calculate ROI of ChatBot? ROI can be calculated as follows: current value – cost of investment. 10,000 x 7.

Chatbots 52

Chatbots Customer Support Surveys Accountability 52

Interactions

JANUARY 21, 2021

Conversational AI makes it possible for humans to converse with machines using text or speech, and is used in a variety of applications including chatbots and voice-based intelligent virtual assistants (IVA). The majority of voice-based IVA systems use automatic models to convert speech to text and text to meaning.

Calibration 62

Calibration Chatbots Personalization Technology 62

DMG Consulting

NOVEMBER 1, 2022

The next step is for the KM solution to work together with intelligent virtual agents (IVAs) to address issues proactively based on inferred intent, as would a live agent. The primary issue with KM has always been getting the right information (answers, FAQs, best practices, calculations, guides, decision trees, etc.) But no more.

Management 48

Management Self service Enterprise Virtual Agent 48

DMG Consulting

SEPTEMBER 14, 2021

Workforce management solutions can and should be used to help companies manage their increasingly complex (and scarce) human workforce as well as the new army of intelligent virtual agents (IVAs) and RPA software robots entering the market.

Employee engagement 98

Employee engagement Management Real estate Contact Center 98

Interactions

APRIL 17, 2019

CSAT is a score that is calculated, usually on a scale of 1-10, depending on how satisfied the customer was with the interaction. Implementing a conversational AI system, like our IVAs, exponentially increases the number of calls that are able to be handled without relying solely on live agents. Changing the focus.

Contact Center 54

Contact Center Average Handle Time First call resolution Metrics 54