Step 2 of 5: AI Self-Service Without Compromise – Virtual Agents Need “Guardrails”

SmartAction

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

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

TechSee

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.

New KPI Metrics in the Era of Self Service

TechSee

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. With many of these channels and tools enabling self-service, old-school KPIs are no longer sufficient.

IVA Is the Future of Voice Self-Service

DMG

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.)

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

As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. Answer: Virtual assistant (VA) Also called virtual customer assistants, chatbots, avatars, virtual.

IVAs Can Remake the Self-Service Landscape

DMG

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.

Electrolux Assesses Their First 6 Months with Virtual Agents

SmartAction

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.

Video (Part 3): Frost & Sullivan Shares Real Examples of Companies That Use AI-powered Virtual Agents

SmartAction

AI Self-Service Solutions Demonstrate Their Impact. This newly acquired accuracy means that call center virtual assistant solutions are now demonstrating their true power in a variety of interesting and beneficial ways. Expensive agent costs and time-consuming hiring processes.

Step 3 of 5: AI Self-Service Without Compromise – AI Without Data is Like a Race Car Without Fuel

SmartAction

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.

Step 4 of 5: AI Self-Service Without Compromise – Avoid Siloed Channels With a Unified, Omnichannel CX Platform

SmartAction

This is the fourth 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.

The AI-Powered Virtual Agent by Frost & Sullivan

SmartAction

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.

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

SmartAction

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.

Vlog: How AI-Powered Virtual Agents Have Changed the Contact Center Landscape

SmartAction

AI-powered virtual agents present significant potential to improve the customer experience (CX) via call center automation. Agent turnover. Cloud-based AI automation can also gather data upfront and pass it to live agents (i.e.

Step 1 of 5: AI Self-Service Without Compromise – Identifying the Perfect Fit

SmartAction

Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handled by live agents.

Video (Part 2): Frost & Sullivan Discusses the Cognitive Abilities of AI-Powered Virtual Agents

SmartAction

AI-powered virtual agents present significant potential to improve the customer experience (CX) in the contact center. From IVR to chatbot and other self-service automation, none exhibit the cognitive capabilities of today’s purpose-driven, practical AI solutions for the contact center.

Top Tips for Implementing a Chatbot or Virtual Agent in 2019

Creative Virtual

Chatbots and virtual agents have proven themselves to be quality self-service solutions, being increasingly implemented by smart organisations to provide support and being increasingly preferred by customers and employees for quick, easy access to information. Many more organisations around the world either have a virtual agent on their 2019 roadmap or are considering adding one. By Mandy Reed, Marketing Manager (Global).

Applications that Improve the Customer Journey

DMG

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. Omni-channel self-service.

Linking Self-Service to your Knowledge Base

Insite Managed Solutions

Today, more and more customers expect self service options, and an effective knowledge management system can empower this. If you know you have a consistent knowledge base, perhaps it’s time to take it a step further to enable self-service options.

Virtual Agents are Automating the Contact Center: Natural Language Greeting & Intent Capture

inContact

With all of the new improvements and changes in modern day customer service technology, it’s no surprise that customer expectations have evolved to follow suit as well. Customers want better and faster self-service options, especially in the voice channel thanks to the popularity and increased adoption of conversational home/personal assistants. This is the first of four ways that virtual agents are automating the contact center.

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report

DMG

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. What: Releases 2018 Intelligent Virtual Agent Product and Market Report.

11 Keys to Designing Effective IVAs

DMG

Recent advancements in artificial intelligence, coupled with consumer partiality for digital channels, are driving interest in and adoption of intelligent virtual assistants (IVAs) and a related technology, robotic process automation (RPA), or “bots.” Organizations are starting to engineer service experiences that combine the best of self-service automation with human-assisted elements, a win-win for enterprises looking to reduce operating costs.

Avaya Puts SmartAction Virtual Agents to the Test

SmartAction

In November 2018, SmartAction’s AI-powered virtual agent solution was successfully tested by Avaya in its DevConnect program, a developer community and marketplace for third-party products that interoperate with Avaya technology ( read news release ).

The 3 Contact Center Applications That Pay for Themselves

DMG

If a solution or investment also contributes to agent engagement and retention, it’s even better. In any case, these three applications can make major contributions to enterprises, customers, and agents, and should be considered by all contact centers as they begin to plan their 2018 budgets. Intelligent Virtual Agents (IVAs). IVAs are self-learning; their intelligence is continually evolving based on data inputs from each new interaction.

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG

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. Next-gen IVAs with more self-learning capabilities are on the horizon. 7/19/2017.

These 8 Technologies Are Transforming the Contact Center

DMG

Companies are striving to understand customer needs, engage Millennial customers and employees, increase the use of self-service tools, improve service quality while reducing costs, simplify operating environments, and reduce fraud, and they’re looking to vendors for help. This fundamental capability is being embedded into many of the 45 standard contact center systems and applications; it has the potential to enhance the service experience for both recipients and providers.

SmartAction to Showcase Top-Rated AI-powered Virtual Agent Solution at Enterprise Connect 2019

SmartAction

SmartAction’s cloud-based virtual agents automate conversations that live agents traditionally handled over voice, chat, and text. SmartAction uses proprietary conversational AI to automate conversations that used to be handled by call center agents over phone, chat, and text.

Workforce Optimization Ushers in the Real-Time Contact Center

DMG

The service economy has undergone many changes, all of which benefit from real-time capabilities. Social media depends heavily on real-time responses; omnichannel service requires companies to respond to a variety of media, such as chat, SMS, and video, in real time; and globalization has opened the door to worldwide resources and requires immediate responses for customers worldwide. However, AI-enabled contact centers are the next phase for service organizations.

SmartAction Names Former Convergys CEO, David Dougherty, to Board of Directors

SmartAction

The former Convergys Chief Executive Officer becomes the latest addition to SmartAction’s Board of Directors to assist in the growth of its top-rated AI-powered virtual agent solution for contact centers.

Millennial Generation Customer Service – The Ultimate Guide

TechSee

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. They demand highly convenient and fast service. Self-service platforms. AI-powered virtual agents.

SmartAction Wins the Frost & Sullivan 2018 North American Product Leadership Award for Its AI-enhanced Customer Self-service Solutions

SmartAction

Leading analysts name SmartAction as the top solution provider for contact center leaders looking for an AI-powered solution to automate voice and chat conversations handled by live agents. EL SEGUNDO, CA (November 7, 2018) – SmartAction today announced it has been recognized by Frost & Sullivan as the recipient of the 2018 North American Product Leadership Award for its artificial intelligence (AI)-enhanced customer self-service solutions.

SmartAction chosen as a 2019 Red Herring Top 100 North America Winner

SmartAction

SmartAction provides AI-powered virtual agents for call centers to automate conversations traditionally handled by live agents over voice, chat, and text. News virtual agent

AI: On the Right Path but Not Yet Real

DMG

As I look through the market, the vendors who are closest to delivering AI-enabled applications are selling a great deal of professional services with each solution to build out their products. The driver behind the AI revolution is the need for productivity and quality improvements, which are important for all enterprise applications and essential for people-intensive front- and back-office service organizations. Thank you for your interest in DMG Consulting’s publications.

Incorporating AI into Your Call Center

SmartAction

A better alternative exists for call centers that still use live agents for even the most routine and repetitive inquiries. Conversational AI is best exhibited when an AI agent answers a call, chat, or text and interacts with a customer in real time, just like a human.

New York Times Op-Ed Mentions Containment Rate

Fonolo

Containment rate is a well-established performance metric in the customer service world, but not as well-known as NPS or hold time. In general, we say that a transaction was “contained” if it was completed entirely through self-service and didn’t require an agent.

Knowledge Management in the Era of AI

DMG

Organizations that invested in them spent lots of time finding and loading the data and trying to get their employees, particularly those in contact centers, customer service organizations, technical support functions and field service, to use the solutions. KM has awoken to a new reality; one where enterprises, not just their service organizations, are receptive to the concept of a single source of enterprise knowledge. Knowledge Management in the Era of AI. 7/4/2018.

A Complete Omnichannel Experience for Those at a Desk and on the Move

Creative Virtual

In my nearly 11 years with Creative Virtual, I’ve worked with organisations across all sectors looking to implement successful virtual agent solutions and have seen the industry and the technology change massively. As the number of communication channels have grown and customers have become more digitally savvy, virtual agent technology has also become more advanced and sophisticated. By Liam Ryan, Sales Director.

Why do you still have an FAQ section?

Kayako

A Frequently Asked Question section (FAQs) is without a doubt the most commonly used tool in self-service. But now for some things you may not know: Have you ever thought that your FAQs may be hurting your self-service?

AI in Customer Service – How to Deliver Real Value Now

TechSee

The hype was generated by successive breakthroughs in multiple industries, such as self-driving cars, smart assistants, etc., The customer service industry, in particular, pinned high hopes on AI, expecting that upon its introduction to the market, smart machines would truly transform the customer experience. However, while AI has not yet become the answer to all our customer service challenges, the technology is moving forward at a rapid pace. Virtual Agents.

A Resounding Call for a Human Voice Element to Remain

Verint

These and other digital means, including increasingly sophisticated and cognitive messaging and chatbot capabilities, are steering routine customer service interactions toward self-service and virtual agent interactions.

Workforce AI: The Driverless Contact Center

Aspect

Looking specifically at the contact center industry, we have seen a recent flurry of activity around chatbots, intelligent IVRs and virtual agents. Suppose we wanted to design an AI solution to send out broadcast messages to agents regarding the availability of voluntary overtime.