Contact Centers Stream Past Virtual Agents to Virtual Presence

Call Center Coach

For many contact centers taking the leap to implement virtual agents to handle the simple and repetitive tasks is somewhat an easy decision to make. But for one contact center that implemented virtual agents, their call handle times quadrupled!

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. AI has also powered decision support tools, which help human agents present customers with relevant information in real time with the goal of making the best decisions and providing the right information to consumers. Decreased agent workload?

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

SmartAction

This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents. Best Practice #2: Virtual agents need “guardrails”. It’s a delicate balance of technology expertise and CX best practices.

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.

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.

The state of virtual agents

Jacada

The State of Virtual Agents. There’s no denying that virtual agents – or “chat bots” (or simply, bots) – are experiencing a tremendous resurgence in interest, and along with that, a rapid advance in innovation and technology.

The State of Virtual Agents

Jacada

There’s no denying that virtual agents – or “chat bots” (or simply, bots) – are experiencing a tremendous resurgence in interest, and along with that, a rapid advance in innovation and technology.

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.

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report

DMG

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 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 2019-2020 Intelligent Virtual Agent Product and Market Report. Botanic Technologies and Capito.ai

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

NICE 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.

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.

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

NICE 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.

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!

Fifteen Years & Counting: Navigating the chatbot, virtual agent and AI revolution

Creative Virtual

As we celebrate our fifteen year anniversary , I wanted to share with you some of my thoughts on founding and running Creative Virtual. However, there becomes a core backbone of people that make up the fabric – the culture – of what Creative Virtual stands for: passion, innovation and quirkiness are at the heart of everything we do. I couldn’t be more proud of what our team has achieved, and it was beyond what I had dreamt for Creative Virtual.

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.

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.

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 ).

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.

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.

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.

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.

How DSW Reduced Their Average Handle Time By 19%

SmartAction

The hesitation that we had years ago when AI-assisted service was a new, hyped technology, was whether we wanted to hand over our customer experience to anyone other than our associates. That’s led to an overall 19% reduction in Agent Handle Time.

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.

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.

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

Workforce Optimization Ushers in the Real-Time Contact Center

DMG

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner. Predictive analytics can also be used internally to identify and understand the drivers of agent churn and to recommend intervention.

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).

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.

We’re Coming to Rescue Your Failing Chatbot Project!

Creative Virtual

Telecommunications company Telstra was in the news when their virtual agent Codi, a joint project with IBM and LivePerson, was branded a ‘virtual moron-idiot’ by customers. As someone who has been involved with virtual agent and chatbot technology since its infancy, I felt passionately that it was time for my company to act – and the expert team at Creative Virtual agreed. appeared first on Creative Virtual.

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

SmartAction

This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents. When they switch channels, they often need to start all over again and repeat information to multiple virtual assistants or live agents.

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.

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.

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

SmartAction

May 17, 2019, Pasadena, U.S. – SmartAction today announced that it had been chosen as a winner of Red Herring Top 100 North America 2019, which recognizes the continent’s most exciting and innovative private technology companies. News virtual agent

Step 5 of 5: AI Self-Service Without Compromise – Human-Centric Design from a Team of CX Experts

SmartAction

While conversational AI technology is amazing and transformative for the contact center, it is only a toolset. Conversational AI self-service technology requires a CX team across seven functional disciplines. Step 4>> . .