IVAs: Self-Service Solutions that Work

DMG Consulting

IVAs: Self-Service Solutions that Work. Customers prefer the expediency of self-service, but they will not sacrifice a good experience for convenience. They hold self-service solutions to the same high standards as live agents, expecting accurate, fast, and knowledgeable service, when they want it, in their channel of choice. IVAs Are Good for Agents and CX. August 4, 2022 By Donna Fluss.

From Knowledge Base to Virtual Agents: The Shift to AI-powered Self Service


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. You may not realize it, but every time you change your password, track a package, or pay a bill without calling the company for assistance, you are performing a self-service task. Drivers for customer self-service.


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Virtual Agent Usage Spikes as Self-Service Rescues the Customer Experience

Creative Virtual

Making a call to a customer service contact centre can be a frustrating and time-consuming experience on a regular day. Companies with existing online support and easy-to-use self-service tools are at an obvious advantage. By Mandy Reed, Global Head of Marketing.

Self-Service Is the Channel of Choice—When It Works

DMG Consulting

Self-Service Is the Channel of Choice—When It Works. For companies that have been trying to offload customer inquiries and interactions to self-service solutions for decades, there’s great news: Self-service is becoming the customer channel of choice. This means that companies are not benefiting from the shift in consumer preference to self-service. AI and Self-Service. Intelligent Virtual Agents and Virtual Assistants.

4 Golden Rules for Conversational AI Self-Service

Speaker: Brian Morin & Helena Chen from SmartAction

Join Brian Morin, CMO, and Helena Chen, Director of Product Marketing at SmartAction to learn the 4 golden rules they've acquired after more than 100 conversational AI implementations for voice self-service that outperforms live agents. You’ll hear real-world examples from leading companies and discover how you can deliver CX success with AI-powered virtual agents in your organization.

Customer Self-Service: Pros, Cons, Examples


Today, digital self-service has become the preference – and the new normal, along with higher expectations and reliance on these channels. The role of technology is more important than ever in improving customer service and operational efficiencies.

Virtual agents: Why are we excited about virtual agents

Dialer 360

The major challenge is that the organization is to face in carrying out customer service is offering a quick solution to all matters that raised. With this, organizations have started to implement self-service possibilities that are empowered by Artificial intelligence.

Purchasing Power’s AI-Powered Virtual Agent Wins Top Honor for Excellence in Self-Service


Frost & Sullivan awards Purchasing Power ® for their AI-Powered Virtual Agent created in partnership with SmartAction ® to enable conversational self-service for their customers. Brands from around the world competed in the “Big Kahuna” category, recognizing companies for excellence in self-service, including Virtual Assistants, web self-service, interactive voice response, and integrated customer collaboration and support capabilities. .

3 ways virtual agents can boost call center efficiency


Self-service is a hot topic in the call center industry. From knowledge bases to virtual agents, the potential disruption that a solid set of self-service applications can bring to contact center efficiency and customer experience is unquestionable and justifies all the buzz.

5 Ways AI-powered Virtual Agents Improve CX in Utilities


Whether it’s reporting an outage or making a payment, customers want the least amount of interaction friction, and in the past, calling into a customer service line has been anything but. AI-powered virtual agents have come a long way since the days of “Press 1 for billing.

The Post-Covid CX Powered by AI

Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group

Adapting to a post-Covid world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Most companies looking to ditch a "Press 1" experience struggle with where to start and how to infuse natural language into their existing technology stack. Join this webinar with TechStyle Fashion Group who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. Also joining is SmartAction who manages the AI-powered CX for more than 100 brands.

4 ways that enterprise virtual agents will evolve


Virtual agents have come a long way. And while some companies are certainly still using automated systems from the dark ages, forward-thinking brands have taken advantage of advancements in technology for big steps forward in customer experience self-service. .

IVA Is the Future of Voice Self-Service

DMG Consulting

IVA Is the Future of Voice Self-Service. Intelligent virtual assistants (IVAs) are systems that use artificial intelligence (AI), machine learning, natural language processing (NLP) and natural language understanding (NLU) to automate the handling of customers’ and employees’ requests and tasks that can be addressed and resolved without requiring the cognitive capabilities of human beings. This is often the reason why customers request a live agent.)

What’s the Latest in Conversational AI Self-Service for Voice and Chat?


As humans in a modern world surrounded by technological advancements, we have our fair share of frustrations. Say goodbye to the days of speaking to an AI virtual agent that doesn’t comprehend in natural language!

IVAs Can Remake the Self-Service Landscape

DMG Consulting

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. Consumers of all ages are showing a preference for self-service solutions over talking to agents or using chat boxes, provided they do their jobs well. The Latest (and Greatest) in Self-Service: IVAs. 2/9/2018. By Donna Fluss.

The Insider Secret to Designing Virtual Agents that Surpass Your Competition

Speaker: Brian Morin, CMO & Mark Landry, VP of Product at SmartAction

This interactive working session gets into the gritty details of designing conversation flows for a human-to-machine experience that rivals or exceeds live agents. Mark will do live "mockups" with audience members and step through the complex critical thinking required to determine if and where AI can fit. So make sure to bring your questions!

New KPI Metrics in the Era of Self Service


Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. 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. New Self Service KPI Metrics.

Making the Case for an Intelligent Virtual Agent

DMG Consulting

Making the Case for an Intelligent Virtual Agent. Self-service has become the preferred form of customer support for many consumers, so long as it works. 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). June 27, 2022 By Donna Fluss.

Building a Cohesive Virtual Agent and Live Chat Solution

Creative Virtual

Virtual agents. Some of you may remember the days when companies wanting to implement customer support on their website believed they had to make a decision: either a virtual agent or live chat; either automated self-service or human-assisted web chat.

Call Deflection strategies in the age of self-service


Call deflection is the process of routing a customer enquiry to an alternative service channel. The goal is both to ensure customers receive the answers they are seeking in the most efficient manner and to reduce the number of inbound calls routed to human agents. For that reason, successful call deflection strategies allow enquiries to be deflected to self-service channels such as FAQs, live chat, community forums, knowledge center databases and virtual agents.

How to Build ROI for Conversational AI

Speaker: Sofia Burton & Tiffany O'Malley from SmartAction

In this webinar, our leading experts will walk you through step-by-step to build an ROI for conversational AI.

Tips for Deploying AI Chatbots & Virtual Agents

Creative Virtual

Chatbots, smart help, virtual assistants, virtual agents, conversational AI – there are lots of names for this automated, self-service technology being used today. Select a reliable technology. By Chris Ezekiel, Founder & CEO.

Improving customer experience with a virtual agent


Gartner’s Four Best Practices for Implementing Extreme Customer Self-Service. According to Gartner’s 2018 Best Practices for Implementing Extreme Customer Self-Service Report , by 2022, 85% of customer service interactions will start with self-service, up from 48% today.

What is a virtual agent and how does it work?


Self-service in customer support is not just a trend anymore, it’s here to stay. 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).

The State of Customer Self-Service


Whether it’s using the self-checkout station or resetting your password, one thing is certain — customers love self-service. Consumers opted to use contactless shopping options or delivery service apps. Conversation Flow for Auto Service Appointment Scheduling.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

As a pioneer in AI for contact center customer service and customer. engagement, eGain has not only developed cutting-edge technology. companies to transform—not just improve—customer service and. center customer service. Guide search and service. agents.

Avaya Virtual Agent Now Available as a Ready to Deploy Configurable Service

CSM Magazine

Avaya has announced an enhancement to Avaya OneCloud to dramatically reduce the complexity associated with virtualizing customer interactions. This lack of success is due, in part, to the historical complexity of developing and delivering effective virtual agent solutions.

Satisfy Your Curiosity About Deploying AI Virtual Agents and Chatbots

Creative Virtual

Do you have a chatbot or virtual agent on your roadmap? Do you need to upgrade a poor performing self-service tool? Are you curious about successful use cases for AI-enhanced virtual agents? Questions to ask when selecting a chatbot or virtual agent solution.

The Sustainable Work-From-Home Contact Center: AI-Powered Virtual Assistants Lighten the Workload for Agents

Contact Center Pipeline

Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, NICE CXone’s Chris Bauserman discusses how AI-powered virtual assistants provide a more natural, personalized and frictionless experience for end customers.

Analysts Establish AI-enhanced Self-Service as a Category and Name First-Ever Leaders


In the contact center, it isn’t often that a new category of technology emerges. But as more and more companies are turning to conversational AI solutions to enable self-service automation over voice and chat, the analyst community has identified the need to create a distinct category for these cloud-based virtual agent solutions that mimic live agent behavior. AI-enhanced Self-Service Examples.

Electrolux Assesses Their First 6 Months with Virtual Agents


Electrolux, the 2nd largest home appliance manufacturer in the world who sells under a variety of brand names worldwide like Frigidaire and AEG, made the transformation to AI-powered virtual agents six months ago to automate more in their contact center. Q: Why were you considering AI-powered virtual agents to automate more in your contact center? Here’s the breakout: 60% of callers are successfully contained within virtual agent automation.

Voice Self-Service Has Become More Popular – and It’s About to Get Much Better

DMG Consulting

Voice Self-Service Has Become More Popular—and It’s About to Get Much Better. Some might say adoption grew because live agent support wasn’t much better and that using an IVR didn’t require waiting on hold, so it became a convenient habit.

Integrate Your Way to a Better Self-Service Experience

Creative Virtual

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! Why is the ability to integrate your chatbot or virtual agent with other backend systems so important?

The Chatbot & Virtual Agent Experts Have Spoken: Experience Matters

Creative Virtual

At Creative Virtual, whitepapers are not created too often as they hold a special place in our repository of resources since they offer information that stays valid for a much longer time than other documents. Blog chatbots experience resources vendor guide virtual agents whitepaper

Unleash Your Customer Service Team’s Full Potential with Virtual Agents


And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick.

Unleash Your Customer Service Team’s Full Potential with Virtual Agents


And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick.

Give Customers What They Want: Great Self-Service

DMG Consulting

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. Executives have known this for years and have started to make investments in their service organizations and contact centers to improve the CX, particularly if the investment has a quantifiable payback.

The Generic ‘Chat Now’: Virtual Agent or Live Chat?

Creative Virtual

After searching through the information on the website in an attempt to self-serve with no success, I started a live chat session. It immediately became obvious to me that the live chat agent was juggling multiple – and likely too many – chat sessions simultaneously.

Applications that Improve the Customer Journey

DMG Consulting

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). IVAs are self-learning; their ’intelligence; is continually evolving based on data inputs from each new interaction. In essence, IVAs use science to elevate the art of self-service. Technology.

APAC Contact Centres Embracing AI and Virtual Agent Technologies

Creative Virtual

Creative Virtual was excited to be invited back to participate again by our partner Continuous Technologies International Ltd (CTINT) in the Symposium held on 31 October and to attend the Gala the following evening. The advancements in AI and virtual agents are bring more changes.