SmartAction

FEBRUARY 13, 2024

Personalization and Relevance Creating a personal touch in your order management virtual agent can significantly enhance customer experience and engagement. These agents should be equipped to handle a variety of customer queries regarding order management with the ability to understand and process natural language.

Best practices 64

Best practices Virtual Agent Management Chatbots 64

SmartAction

JANUARY 11, 2019

AI-powered virtual agents present significant potential to improve the customer experience (CX) via call center automation. Greet every customer with a natural language “front door” – “How can I help you?” – and capture intent before routing calls and chats to live agents, AI-powered virtual agents, or other automation.

Virtual Agent 45

Virtual Agent Contact Center Interactive Voice Response Call Center 45

Contact Center Pipeline

SEPTEMBER 9, 2020

Many organizations are now 100% work-from-home or have a workforce divided between brick-and-mortar and virtual agents (82% are WFH since July 2020—Gartner). This presents entirely new challenges and opportunity for workforce managers. Our workforce management (WFM) landscape is changing at breakneck speed.

Management 162

Management Virtual Agent Contact Center Call Center 162

Creative Virtual

FEBRUARY 7, 2023

Back in 2013, V-Person technology became the first virtual agent offering to implement personalization – a recognition acknowledged both by the Patricia Seybold Group in their 2014 technology review and by the analysts at Gartner when they named Creative Virtual a 2015 Cool Vendor in Smart Machines.

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

SmartAction

NOVEMBER 15, 2023

Underpinned by state-of-the-art technology, you can now have a conversation with virtual agents who will understand customer needs and address them quickly. AI-Powered Chatbots AI-driven chatbots have evolved into sophisticated virtual assistants. Or is it something else?”

Self service 99

Self service Virtual Agent Chatbots Analytics 99

TechSee

OCTOBER 9, 2018

Self-service starts with a well-managed knowledge base that can understand the user’s query and present the right solution. AI-powered virtual agents. Most top-tier cloud CRM solutions include a self-service engine to manage the knowledge base and help customers solve problems on their own. Personalization. Know your customer.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

Creative Virtual

OCTOBER 6, 2022

They are an international company and became interested in exploring ways they could leverage their successful English-speaking virtual agent in other countries. Using an automatic translation engine is a great solution for them because it is cheaper, simpler, and easier than creating a whole new virtual agent in a second language.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

Liveops

OCTOBER 11, 2018

Foreign-based agents, while often skilled and well-educated, present communication challenges which can hinder their ability to help callers in all the dynamic ways that come ingrained for local agents. You can source virtual agents from anywhere in the U.S., Think outside brick and mortar when building your U.S.

Marketing 315

Marketing Virtual Agent Customer Care Call Center 315

AWS Machine Learning

FEBRUARY 6, 2023

To support WaFd’s vision, Talkdesk has extended its self-service virtual agent voice and chat capabilities with an integration with Amazon Lex and Amazon Polly. We then present the solution architecture, highlight its main components, and describe the customer journey from interacting with Amazon Lex to escalation to an agent.

Cloud contact 69

Cloud contact Self service Contact Center Virtual Agent 69

NobelBiz

APRIL 30, 2024

These recommendations are highly personalized, increasing the likelihood of conversion by presenting customers with options that resonate with their specific preferences and needs.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

These recommendations are highly personalized, increasing the likelihood of conversion by presenting customers with options that resonate with their specific preferences and needs.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

Interactions

JANUARY 25, 2023

This can lead to increased error frequency for virtual agents and long wait times for customers. This presents an unprecedented opportunity for companies to understand and adapt to their customers during each conversation. To learn more, check out our press release.

Virtual Agent 62

Virtual Agent Wait times Technology Customer Experience 62

Interactions

JANUARY 25, 2023

This can lead to increased error frequency for virtual agents and long wait times for customers. This presents an unprecedented opportunity for companies to understand and adapt to their customers during each conversation. To learn more, check out our press release.

Virtual Agent 62

Virtual Agent Wait times Technology Customer Experience 62

EPIC Connections

OCTOBER 20, 2017

The shared award was presented to both EPIC Connections and SmartAction recognizing a collaborative effort to serve inContact customers and share their omnichannel insight. The award was presented during inContact’s DEVone Conference last week in Salt Lake City, Utah. www.smartaction.ai.

Contact Center 38

Contact Center Virtual Agent Self service Enterprise 38

SmartAction

JUNE 9, 2023

Some notable examples include: Chatbots : Chatbots are AI-powered virtual agents, built in-house or by third-party vendors , that engage in text-based conversations with users. Chatbots and virtual agents may provide irrelevant or inaccurate responses. They are widely used in customer support, providing 24/7 assistance.

Virtual Agent 74

Virtual Agent Chatbots Self service Feedback 74

SmartAction

DECEMBER 15, 2021

The Employment Situation: Present & Past. With easily scalable virtual agents, hold times are eliminated. A live agent deals with anything handled outside of self-service. Those customer service reps have an assistant within the virtual agent. Customers are greeted with “How can I help you today?”

Contact Center 78

Contact Center Virtual Agent Agent burnout Self service 78

Creative Virtual

OCTOBER 3, 2022

The Generic ‘Chat Now’: Virtual Agent or Live Chat? Building a Cohesive Virtual Agent and Live Chat Solution – Once rival solutions, virtual agents and live chat are now seen as complementary tools for customer service. The post Showing Love for Customer Service Week appeared first on Creative Virtual.

Customer Service 52

Customer Service Virtual Agent Self service Chatbots 52

NobelBiz

JANUARY 10, 2021

It is an artificial intelligence tool that can be described as a virtual agent. As a result, a Chatbot is presented as a real solution for improving customer experience in a call center. This is why it offers concrete answers to real problems for both agents and customers. Rule N° 2: Data is Everything!

Chatbots 52

Chatbots Call Center Virtual Agent Scripts 52

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. Like what you’re reading?

Self service 48

Self service Interactive Voice Response Virtual Agent Contact Center 48

SmartAction

APRIL 30, 2021

While there are many different facets to conversational AI, virtual agents, and the technology as a whole, one aspect to recognize when considering and implementing a solution is customer experience. When it comes to intelligent virtual agents (IVA) , this ideology is ever-present.

Virtual Agent 60

Virtual Agent Customer Experience Self service CRM 60

DMG Consulting

JUNE 1, 2022

The Report provides an in-depth analysis of the capabilities and versatility of AI-based intelligent virtual agents (IVAs) and virtual assistants (VAs) and their contributions to enterprises, agents and other employees, and to customers.

Self service 48

Self service Consulting Consulting Enterprise 48

Creative Virtual

DECEMBER 10, 2020

I don’t need to tell you that not everything went as planned, but there were still some bright spots for us and the chatbot, virtual agent and live chat industry. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen. 2020 was a record-breaking year for use of our virtual agent and chatbot implementations.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Balto

JULY 5, 2023

Here’s the truth: The march of progress means at some point, human agents will likely be mostly replaced and automated by AI. You can prepare your contact center for an AI-powered future by implementing new strategies in the present. When customers got on calls and heard a robotic voice say “Hello, I am an AI agent, how can I help you?”

Contact Center 52

Contact Center Virtual Agent Chatbots Best practices 52

Cisco - Contact Center

AUGUST 3, 2020

I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. A Message to Our Customers: Your Agents Can Work From Home with Your Cisco Contact Center Solution. Award Winner Second Year in a Row. Award Info.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Creative Virtual

OCTOBER 13, 2020

Long wait times have been fuelled by a sharp rise in calls combined with the unpredictability of available agents due to office closures and quarantines. She advocates for letting self-help tools, such as virtual agents and chatbots, share the burden being felt by contact centres. Her conclusion?

Customer Service 59

Customer Service Virtual Agent Self service Chatbots 59

SmartAction

OCTOBER 25, 2023

Conversational AI, with its specific intents and data-driven capabilities, empowers virtual agents with readily available customer information, ensuring personalized interactions. Customers calling in were greeted with a menu of options, often presented in a robotic and monotonous voice.

Interactive Voice Response 90

Interactive Voice Response Customer Service Virtual Agent Self service 90

Creative Virtual

NOVEMBER 6, 2019

The day was packed with presentations from experts in the artificial intelligence (AI) industry, aimed at advising participants who were looking to find out more about this ever-growing technology. Liam was due to present at 10 am on the “Evolution of Customer Experience”. I could tell how much he was looking forward to it!

Technology 40

Technology Virtual Agent Chatbots Employee engagement 40

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. After a call, agents spend extra time copying notes to your CRM tool. your agent can say, “I see you’re having trouble with X.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

Interactions

APRIL 14, 2021

Given the emotional energy required, it’s not surprising to hear statistics that report 50% of new collection agents resign in under three months. The agent on the other side of the communication should understand that the debtor is going through a hard time and they want to figure out how to get out of the mess.

Virtual Agent 90

Virtual Agent Call flow Call Center Finance 90

Creative Virtual

DECEMBER 7, 2021

They also discussed the findings of ISG’s research and current successful virtual agent implementations. Here’s a recording of their full discussion: When ISG held their awards ceremony in October, Chris and Liam Ryan, Sales Director, were able to accept Creative Virtual’s trophy in person from Jan Erik.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

Connect

DECEMBER 11, 2023

Training new agents has consistently demanded significant time and resources, impacting both operational efficiency and the bottom line. Innovation in artificial intelligence (AI) presents an unprecedented opportunity to disrupt this prevailing norm.

Technology 92

Technology Average Handle Time Cloud contact First call resolution 92

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. After a call, agents spend extra time copying notes to your CRM tool. your agent can say, “I see you’re having trouble with X.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

Creative Virtual

OCTOBER 4, 2021

Smart companies know the present and future of better customer service lie in the combination of humans and machines, people and technology, live agents and virtual agents. The post A Stamp of Approval for Customer Service Week appeared first on Creative Virtual.

Customer Service 52

Customer Service Virtual Agent Chatbots Self service 52

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. A coffee machine manufacturer may present images of six different models on their Contact Us page.

Self service 146

Self service Metrics Contact Center Virtual Agent 146

Creative Virtual

DECEMBER 8, 2022

Being recognised as the best in conversational AI made our Founder & CEO, Chris Ezekiel, contemplate what makes a virtual agent or chatbot a true conversational AI solution and share his insights in a blog post. Also in November, Mugdha Desai, our Head of India Operations, took part in the Agile Mumbai 2022 Conference.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

Creative Virtual

MARCH 27, 2023

CCW sported a hybrid concept, with all talks and product presentations available through live streams (and recordings after the event). The handover/routing of calls from bots to agents is an important ingredient in the requirements. We have been delivering solutions that enable human/digital agent collaboration for decades.

Virtual Agent 52

Virtual Agent Education Self service Management 52

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