CCNG

APRIL 12, 2024

Where AI can help your self-service option is by learning from customer inquiries as you go. This level of sophistication enables personalized customer interactions and predictive insights, enhancing the overall customer experience. Let’s take modern chatbots for example. This is an example of static data.

Contact Center 221

Contact Center Interactive Voice Response CCNG Chatbots 221

TechSee

MARCH 19, 2019

Modern contact centers are made up of a complex combination of humans and virtual assistants – using both natural and artificial intelligence – operating over multiple channels and using a wide range of tools to solve customers’ issues. Customer care center metrics in the era of self-service clearly require a different approach.

Self service 146

Self service Metrics Contact Center Virtual Agent 146

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.

Virtual Agent 72

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.

Virtual Agent 72

Virtual Agent Customer Service Interactive Voice Response Average Handle Time 72

Creative Virtual

MARCH 14, 2022

If you give visitors to your website the option to self-serve with a chatbot or virtual agent, kudos to you for recognising the importance of easily accessible digital support! Both current and potential customers appreciate being able to engage with automated self-service anytime, anywhere.

Self service 59

Self service Virtual Agent Chatbots Technology 59

AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk.

Cloud contact 70

Cloud contact Self service Contact Center Virtual Agent 70

Dialer 360

JANUARY 19, 2022

With this, organizations have started to implement self-service possibilities that are empowered by Artificial intelligence. Virtual agents. Relationship between virtual agents and Artificial intelligence. Working procedure of virtual agents. This is supported by virtual agents.

Virtual Agent 48

Virtual Agent Call Center Interactive Voice Response Technology 48

DMG Consulting

MARCH 31, 2022

Give Customers What They Want: Great Self-Service. Delivering an outstanding customer experience (CX) is a top goal for companies, as it is an essential and measurable differentiator between otherwise commoditized products and services. Donna Fluss. View this article on the publisher’s website. & Solving the Problem.

Self service 54

Self service Interactive Voice Response Virtual Agent Government 54

Creative Virtual

SEPTEMBER 9, 2020

We take great pleasure in introducing this newly created whitepaper from Creative Virtual as it has a lot of straight talk about one of our favourite subjects: user experience in the realm of self-help tools. This is the sort of invaluable consultation experience you will receive when you work with the right virtual agent vendor.

Virtual Agent 52

Virtual Agent Chatbots Self service Consulting 52

Interactions

JUNE 10, 2022

Customers are busy and self-service provides a fast and efficient way for them to get things done. Not having to speak/type to a live person. Efficiency and convenience are top themes in the self-service equation. Here’s what we found: What consumers want in a conversational self-service system.

Self service 62

Self service Call flow Virtual Agent Surveys 62

Creative Virtual

JANUARY 12, 2021

Having innovation at the heart of our company culture at Creative Virtual has served the company well, but only because we innovate with the objective of delivering products and services that genuinely help our customers meet their goals in increasingly better ways. As a company we are proud to receive this recognition for innovation.

Self service 52

Self service Virtual Agent Chatbots Consulting 52

Creative Virtual

JULY 10, 2020

Back in April I took a look at the impressive spike in virtual agent traffic starting in late February and early March that surpassed anything Creative Virtual had seen in over 16 years of being in the industry. I’m curious to continue to watch how virtual agent traffic fluctuates as coronavirus-related restrictions change.

Virtual Agent 52

Virtual Agent Banking Self service Government 52

Creative Virtual

MARCH 25, 2021

This has involved a lot of trial-and-error as we learned new skills and created new routines in both our personal and professional lives. Perhaps in the early days of limited in-person interactions and surges in calls to contact centres, customers were more understanding about long wait times or out-of-date self-help content.

Self service 59

Self service Virtual Agent Chatbots outsourcing 59

TechSee

OCTOBER 9, 2018

I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service. I’m unique, treat me that way: Millennials demand personalization and are willing to pay the price. Support the DIY culture: Focus on consumer enablement and empowerment through self-service. Self-service platforms.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

Creative Virtual

APRIL 2, 2020

Advancements over the past several years in conversational AI technologies, including chatbots and virtual agents, have made them a go-to solution for providing cost-effective and easy-to-use support on digital channels. They also give organisations the opportunity to get self-service projects both deployed and performing well quickly.

Self service 52

Self service Virtual Agent Chatbots Government 52

Creative Virtual

NOVEMBER 28, 2019

We had more enquiries this year than ever before about using virtual agent and chatbot technology internally to support contact centre agents, relationship managers and other employees. It shortens the time they need to search for information so they can provide a better in-person service experience for customers.

Virtual Agent 52

Virtual Agent Technology Average Handle Time Chatbots 52

SmartAction

FEBRUARY 13, 2024

Businesses who thrive at building robust, complete customer journeys harness the power of automation to build self-service solutions in their order management strategy. Segmentation and Personalization : Recognize that different customer segments may have varying needs.

Best practices 63

Best practices Virtual Agent Management Chatbots 63

SmartAction

FEBRUARY 20, 2024

Let’s explore the pivotal role of automation in financial services, focusing on its impact on customer service and the future of banking. Welcome Greeting: Digital Hospitality for Financial Services Voice self-service begins with the welcome greeting.

Banking 72

Banking Self service Virtual Agent APIs 72

SmartAction

NOVEMBER 22, 2023

Conversational AI technology over the phone goes beyond chatbots to leverage the power of voice and offer a more personal experience. Conversational AI helps them out of what seems to be an endless cycle of button pressing and voice prompts to connect them immediately with a virtual agent. All of which increase profitability.

Contact Center 88

Contact Center Interactive Voice Response Virtual Agent Management 88

SmartAction

JUNE 27, 2023

Let’s address the common objections and show you how to overcome them with conversational AI and virtual agents. By deploying virtual agents, you can reduce the need for a large workforce to handle routine inquiries. Today’s virtual agents are far from the robotic voices of the past. No worries!

Contact Center 80

Contact Center Virtual Agent Agent burnout Self service 80

SmartAction

FEBRUARY 21, 2020

Fabletics leverages a Virtual Agent to interact with their customers every time you call them. If you have multiple self-service destinations and a variety of agent skill-sets, it’s in your best interest to allow the user to tell you why they called. Make it Personal. Keep it Conversational.

Virtual Agent 55

Virtual Agent Self service Best practices Enterprise 55

SmartAction

SEPTEMBER 25, 2018

The following is an excerpt from Frost & Sullivan’s white paper, “The AI-Powered Virtual Agent: Actionable Strategies for Contact Center Leaders.”. Read the full paper to find out how leading companies are using cloud-based virtual agents to automate more in their contact centers. Limited Automation Options.

Virtual Agent 40

Virtual Agent Interactive Voice Response Contact Center Self service 40

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

DMG Consulting

FEBRUARY 15, 2018

IVAs Can Remake the Self-Service Landscape. A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. The Latest (and Greatest) in Self-Service: IVAs. By Donna Fluss. View this document on the publisher’s website.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

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?

Self service 52

Self service Interactive Voice Response Call flow Contact Center 52

LiveVox

AUGUST 28, 2023

Through AI virtual agents, chatbots, and self-service platforms, lenders can now capitalize on the power of AI to drive efficiency and provide their clients with personalized service. […] The post How AI Is Transforming the Education Customer Experience appeared first on LiveVox.

Education 80

Education Customer Experience Virtual Agent Chatbots 80

DMG Consulting

JANUARY 4, 2019

IVA Is the Future of Voice Self-Service. For customers and, increasingly, employees, IVAs can automate routine tasks and can process and personalize the handling of interactions in most self-service channels. By Donna Fluss. View this document on the publisher’s website. Revolutionizing IVRs.

Self service 69

Self service Interactive Voice Response Best practices Consulting 69

SmartAction

MAY 6, 2019

This is the third of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Read Part 1 and Part 2 first!

Self service 44

Self service Virtual Agent Best practices Contact Center 44

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.

Virtual Agent 77

Virtual Agent Contact Center Upselling Interactive Voice Response 77

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 63

Contact Center Virtual Agent Interactive Voice Response Chatbots 63

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

Creative Virtual

FEBRUARY 2, 2022

Insurance companies have always had the challenge of delivering personalized support for their customers. From selecting coverage and understanding benefits to confirming payments and filing claims, both policyholders and agents need information that is customized to them.

Virtual Agent 98

Virtual Agent Chatbots Self service Contact Center 98

SmartAction

MAY 6, 2019

This is the third of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Read Part 1 and Part 2 first!

Self service 40

Self service Virtual Agent Best practices Contact Center 40

Creative Virtual

JUNE 22, 2020

Today I’m proud to be sharing Creative Virtual’s introduction of the Neutrino release of V-Person , our innovative virtual agent and chatbot technology. When I first founded Creative Virtual in late 2003, chatbot and virtual agent technology was still very new in the customer service space.

Personalization 52

Personalization Virtual Agent Chatbots Employee engagement 52

TechSee

JANUARY 14, 2020

AI-driven call center automation has had a significant impact on the efficiency and performance of individual agents, as well as on overall KPIs. Automated workflows simplify agents’ repetitive daily tasks, such as auto-populating information on specific screens or sending follow-up emails after calls. Smarter Agents.

Virtual Agent 109

Virtual Agent Self service Contact Center Call Center 109

Upstream Works

DECEMBER 20, 2022

This use case can take many forms, with self-service automation often coming to mind right away. AI applications will access the relevant pieces from a customer’s history – chat threads, previous orders, unresolved issues – and pull them up on the virtual agent desktop so everything is in one place.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78