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

The world of technology is changing rapidly and innovations abound. 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. 5% fewer calls to live agents.

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. Difficulty implementing and deploying new contact center technologies. Agent turnover. Focus on Solutions, Not Technology.

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. Collaborating with a vendor that can provide expertise beyond just the technology.

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

engagement, eGain has not only developed cutting-edge technology. Answer: Virtual assistant (VA) Also called virtual customer assistants, chatbots, avatars, virtual. agents, or concierges, VAs help businesses wow customers with. agents. 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. Automate More with AI-Powered Virtual Agents. Imagine if live agents were able to recall every conversation a customer has ever had with the business!

Virtual Agents in the Contact Center: Automate One Routine Call Type at a Time

inContact

The biggest challenge facing every contact center is agent churn. Many agents are bored, unengaged, and generally unhappy, and they churn at a rate of 33% across all industries. As a contact center leader, you work extremely hard to mitigate these challenges, but because you are pulled in many different directions, it is tough to keep your best agents. Not to mention, technology constraints can sometimes make it difficult to improve the agent experience.

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. This is the first of four ways that virtual agents are automating the contact center. Cold transfers occur when agents route calls to other agents internally without gathering information about the customer and passing it along. fewer calls being transferred to live agents.

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report

DMG

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 Intelligent Virtual Agent Product and Market Report.

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). For agent-assisted interactions, they pull information from knowledge bases, customer profiles and other online sources that agents need to optimize each interaction. Technology.

These 8 Technologies Are Transforming the Contact Center

DMG

These 8 Technologies Are Transforming the Contact Center. Bots and the more advanced intelligent virtual agents (IVAs), enabled by AI and machine learning, are rightfully attracting a great deal of attention. This technology is finally delivering on its potential to find the root cause of customer issues and is starting to be used outside of contact centers to enhance the customer journey throughout the enterprise.

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2017 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.” In contact centers, they’re giving agents the information they need from knowledge bases, customer profiles, and other online sources to optimize and personalize each interaction. 11 Keys to Designing Effective IVAs.

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG

Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. 8/22/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

IVA Is the Future of Voice Self-Service

DMG

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.) IVA Is the Future of Voice Self-Service. By Donna Fluss.

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. There are three emerging contact center technologies that can deliver all of these benefits. 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 Can Remake the Self-Service Landscape

DMG

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. IVAs Can Remake the Self-Service Landscape. 2/9/2018. By Donna Fluss. View this document on the publisher’s website.

Integrating the Right Customer Experience Technologies

Creative Virtual

It’s impossible to talk about customer experience without also talking about technology. All of those goals involve not only implementing, but also integrating the right customer experience (CX) technologies. Earlier this month I attended CXtech, a new technology conference and showcase focused on what’s new, what’s working and what’s coming next in CX technologies. The post Integrating the Right Customer Experience Technologies appeared first on Creative Virtual.

New York Times Op-Ed Mentions Containment Rate

Fonolo

In general, we say that a transaction was “contained” if it was completed entirely through self-service and didn’t require an agent. This indirectly answers the question, “How much are human agents needed?” Investing in Agents. Voice-Powered Technology (VPT).

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

SmartAction

In the contact center, it isn’t often that a new category of technology emerges. Soon, every contact center will be deciding which conversations stay with live agents and which conversations should be automated by an AI-powered virtual agent.

Creating a Dynamic Contact Center Experience With AI

Waterfield Technologies

Contact center agents want support from […]. The post Creating a Dynamic Contact Center Experience With AI appeared first on Waterfield Technologies. Blog AI Aritificial Intelligence Contact Center Dynamic Contact Center IBM Watson ROI Benefits Virtual Agent

Buzzwords, De-buzzed: 7 Other Ways to (Not) Say Chatbot

Fonolo

Some are accurate representations of the technology; others are just downright wrong. I mean, you wouldn’t call your customer service agent by a different name other than the one they gave you, right? Brand Agent. Virtual Agent. Virtual Assistant.

Knowledge Management in the Era of AI

DMG

The addition of natural language understanding and natural language processing (NLU/NLP) technology is speeding up and automating the data acquisition process. AI and machine learning technology are becoming integral components of KM solutions, helping companies improve data integrity, find data gaps and create new content. Knowledge Management in the Era of AI. 7/4/2018. By Donna Fluss. View this document on the publisher’s website.

How to Setup a Virtual Call Center for Under 50 Bucks and Under an Hour

Fenero

Gone are the days where you have to find a location to house your agents and sign a long-term lease for call center space. Now are the days where you need to spend time to find a partner that can help you set up your virtual call center in under an hour and without any upfront CapEx. Gone are the days where you have to go to your personal banker to take out a loan to purchase an expensive PBX or a dialer.

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.

Are You Ready for Digital Transformation?

DMG

Best practices are starting to emerge to help contact centers make the necessary changes in operations, people and technology to position them to support an increasingly digital world. One component of the digital transformation will be investments in technology to automate activities that previously required the participation of agents and other employees. A lot of noise has been made about the lack of productivity improvements in the era of smart and digital technology.

Employee Engagement and the Digital Workplace

Creative Virtual

Creative Virtual Founder & CEO, Chris Ezekiel, will draw on his experience in the industry to present on Conversational AI for Employee Engagement. He’ll outline the essential components for using conversational AI solutions to improve the employee experience, from best practices for implementing chatbots, virtual agents and live chat to using an orchestration platform for centralised, consistent information and delivery. By Mandy Reed, Marketing Manager (Global).

AI: On the Right Path but Not Yet Real

DMG

The potential is great, but the current generation of technology and applications are far from fully AI-enabled. Imagine an ACD that continuously enhances its routing algorithms, ensuring that the right transactions are delivered to the best-suited agents or associates. The benefits for the contact center technology market are going to be tremendous, even though it will take a few more years before AI is ready for prime time.

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.

Let's go back to the future--it is time to start planning now for customer service in 2021

Ian Jacobs

In the film, Marty McFly and Doc Brown time traveled to October 21, 2015 and had the opportunity to observe potential technologies and experiences of the future. What they saw seems both supremely silly and surprisingly prescient: video conferencing, holograms, augmented reality (AR) and virtual reality (VR). Read more Categories: customer service; crm; virtual reality; augmented reality; videoconferencing; bots; virtual agents.

Contact Center Technologies 2017: find out what 23 experts say

RichCall

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Tweet.

Automation Shouldn’t Force Customers to do the Work Themselves

Creative Virtual

Whilst I’m all for automation – as you would expect from someone leading a company that develops chatbot technology to automate customer service! – Getting instant answers to questions instead of having to call or email a company is a great example of where technology does make for a better customer experience, as long as the system can quickly and seamlessly escalate to a human when it doesn’t have an answer. By Chris Ezekiel, Founder & CEO.

Leverage Your Chatbot to Its Full Capacity

Creative Virtual

Chatbot technologies are becoming more and more common in the business world, but I think most companies have not realized yet how interdisciplinary these artificial intelligence (AI) tools can be. When talking about the obvious benefits of implementing a virtual assistant, organisations look on the short-term and middle-term goals, but long-term objectives can often be overlooked. The post Leverage Your Chatbot to Its Full Capacity appeared first on Creative Virtual.

CXtech: Exploring Technologies that are Transforming Customer Experience

Creative Virtual

CXtech, a new technology conference and showcase, is coming to London on 12 October. Co-located with AI & Robotics: The Main Event, CXtech will explore what’s new, what’s working and what’s coming next in customer experience (CX) technologies as companies are connecting with customers like never before. Previously a sponsor of the AI & Robotics event, Creative Virtual is pleased to be a partner for CXtech this year. By Mandy Reed, Marketing Manager (Global).

The Omni-Channel Agent Experience

DMG

The Omni-Channel Agent Experience. In this age of digital transformation, customers and prospects must be able to easily access an enterprise from any channel – phone, self-service (websites, interactive voice response (IVR) systems, intelligent virtual agents (IVAs)), email, chat, co-browse, SMS, social media and video. Customer and agents must be able to transition easily between channels. Thank you for your interest in DMG Consulting’s publications.

Technology to Improve Call Center Agent Engagement & Productivity

CSR Inc.

Earlier this month, I discussed the growing trend towards home-based call center agents. It’s a field that – without a doubt – has been exclusively enabled by technology. But the role of tech in the call center industry stretches well beyond enabling virtual agents. There was a recent post over at CallCentreHelper.com on 25 Ways Technology Can Increase Agent Productivity.

Will AI Mean Less People and More Profit in the Contact Center?

Taylor Reach Group

These bots are known as Virtual Agents and are certainly ideal for use in high volume, low complexity tasks. Service can be delivered by phone, email, web chat, self-service, mobile apps and social media as well as virtual agents. AI Artificial Intelligence Technology

The Digital Workplace in 2019

Creative Virtual

In the survey results published by HR.com at the end of 2018, 79% of Human Resources (HR) professionals responded that chatbots and virtual assistants will become an increasingly viable way for employees to get real-time answers to their HR-related questions. While many organisations understand the benefits of using this technology, only a limited number of forward-thinking companies have done anything about it yet. By Liam Ryan, Sales Director.

SmartAction Solutions Now Rated “Avaya Compliant”

SmartAction

El Segundo, CA – November 12, 2018 — SmartAction, the leading AI-powered virtual agent solution for contact centers, today announced that its solutions are compliant with key contact center solutions from Avaya, a global provider of business communications software, systems, and services.

Linking Self-Service to your Knowledge Base

Insite Managed Solutions

Agents knowledge and speed improve when servicing customers. Well documented content can enable virtual agents for self-help. Today, more and more customers expect self service options, and an effective knowledge management system can empower this.