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.

Virtual Agents in the Contact Center: Data Gathering Made Easy


When it comes to reducing expenses within contact center operations, one of the best ways to do so is to reduce the amount of time that live agents spend on the phone. These repetitive calls often come in high volumes, but are low-value, tedious conversations that simply bog down live agents.

The AI-Powered Virtual Agent by Frost & Sullivan


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.

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


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.

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

Answer: Virtual assistant (VA) Also called virtual customer assistants, chatbots, avatars, virtual. agents, or concierges, VAs help businesses wow customers with. the natural language capabilities of eGain Virtual Assistant™ to. agents. agents.

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


This is the first of four ways that virtual agents are automating the contact center. Reaching the right agent at the first attempt is a prerequisite for an effortless, fast customer experience, but touch-tone systems and single word command menus are somewhat limited in their capabilities and options to precisely determine a customer’s needs. Your business benefits through increased cost-savings from a reduced number of internal transfers and reduced agent minutes.

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report


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.

How to get the most out of virtual agents


With 89% of marketers believing their companies differentiate themselves primarily on the basis of customer experience (CX), it is becoming the key battleground for organisations of all types

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report


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 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. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. When: Today, 22 August 2017. Where: Available at the DMG Consulting online store.

Applications that Improve the Customer Journey


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. Intelligent virtual agents (IVAs).

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


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.

Creating a Dynamic Contact Center Experience With AI

Waterfield Technologies

Contact center agents want support from […]. Blog AI Aritificial Intelligence Contact Center Dynamic Contact Center IBM Watson ROI Benefits Virtual AgentKeeping a call-center running smoothly can be challenging for even the largest enterprises.

IVAs Can Remake the Self-Service Landscape


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.

The 3 Contact Center Applications That Pay for Themselves


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). Vendors to consider should include [24]7, Artificial Solutions, Creative Virtual, Interactions, Next IT, and SmartAction.

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


I mean, you wouldn’t call your customer service agent by a different name other than the one they gave you, right? So technically, in this respect, conversational agent is an appropriate alternative in referring to bots. Brand Agent. Virtual Agent.

Incorporating AI into Your Call Center


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.

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. Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Name This field is for validation purposes and should be left unchanged. Close.

Knowledge Management in the Era of AI


The race is on to automate many front and back-office functions using robotic process automation (robots or “bots”), intelligent virtual agents (IVAs) and other self-service technology to fully automate the handling of inquiries. Knowledge Management in the Era of AI. 7/4/2018. By Donna Fluss. View this document on the publisher’s website. The knowledge management (KM) market is experiencing a resurgence, driven by the artificial intelligence (AI) revolution.

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


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.

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.

The Four Ways Call Centers Are Using AI Agents


You’re finally transferred to a live agent, who asks you a series of routine questions – followed by what feels to be a much more complicated process than you originally figured. The four ways call centers are using AI agents are: Natural language front door instead of lengthy phone tree menus. Front-end data gathering to collect information before transferring to a live agent. Automating repetitive inbound conversations with live agent failover.

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

Ian Jacobs

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. Application Development customer service; crm; virtual reality; augmented reality; videoconferencing; bots; virtual agents

Integrating the Right Customer Experience Technologies

Creative Virtual

This is the approach we’ve always taken at Creative Virtual, and one that we’ve seen industry analysts and experts talking about more and more recently. Chris Ezekiel, Founder & CEO, joined me at the event and presented as part of the ‘Digital Automation, Chatbots and Virtual Assistants’ stream. stop by the Creative Virtual stand throughout the day, some expressing that Chris’ presentation showcased ‘exactly what we are looking for’. By Liam Ryan, Sales Director.

AI: On the Right Path but Not Yet Real


Imagine an ACD that continuously enhances its routing algorithms, ensuring that the right transactions are delivered to the best-suited agents or associates. Many of these solutions, including intelligent virtual agents (IVAs) and robotic process automation (RPA) applications, can deliver significant productivity and quality improvements, even though the underlying technology is not true AI but typically a basic form of machine learning.

Are You Ready for Digital Transformation?


One component of the digital transformation will be investments in technology to automate activities that previously required the participation of agents and other employees. Robotics (also known as robotic process automation (RPA)) and intelligent virtual agents (IVAs) are two applications that are increasingly being used by enterprises to enhance customer satisfaction. Thank you for your interest in DMG Consulting’s publications.

Automation Shouldn’t Force Customers to do the Work Themselves

Creative Virtual

The post Automation Shouldn’t Force Customers to do the Work Themselves appeared first on Creative Virtual. Blog Call Centre Customer Experience Multi-Channel Customer Service automation chatbot customer experience Customer service Customer Service Week CX Day virtual agentBy Chris Ezekiel, Founder & CEO. Customer Service Week was celebrated this week along with Customer Experience Day (CX Day) on 2nd October.

Leverage Your Chatbot to Its Full Capacity

Creative Virtual

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. Some of the quick advantages are taking the pressure of customer call centres and live chat agents, thus reducing operational costs; FAQs and other guidance content are instantly accessible for the customers, in an engaging, interactive way. By Laura Ludmany, Knowledgebase Engineer.

Are We Chatting or are We Serving? – The balance of chat and getting the solution quickly

Creative Virtual

All of these scenarios involve a chat of some kind in order to ease off the customer’s anger and for the agent to familiarise him/herself with the issue. Personalisation (virtual or in-person) is an expectation and if a user logs on to a smart system, the system can be programmed to already know that Joe has a birthday on Sept 22 nd and that his mobile phone package includes unlimited WIFI. By Rachel Freeman, Operations Director.

AI in marketing: what you need to know


AI is the latest buzzword in marketing, but what do you have to consider when building your own virtual agent or chatbot? Salmat’s Content Marketing Manager Jill Park discusses

The key to helping customers in a market that values empathy


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.,

SmartAction Solutions Now Rated “Avaya Compliant”


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.

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


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. According to Frost & Sullivan analysis, SmartAction’s AI-powered virtual agent solution is ideally suited for companies that plan to adopt an AI-powered solution in the near future. SmartAction is the leading provider of AI-powered virtual agents for contact centers.

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.

The Platform at the Heart of a Seamless and Efficient Customer Experience

Creative Virtual

There’s such a buzz around artificial intelligence (AI) and chatbots today, and it’s certainly a space that has changed a lot since I founded Creative Virtual 15 years ago. My goal was to show how organisations can orchestrate a seamless and efficient customer experience (CX) across contact channels with chatbots, virtual agents and AI to improve the experience whilst also saving costs. By Chris Ezekiel, Founder & CEO.

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.

Yes, you can increase CSAT and NPS during the holidays


After all, more sales and more customers necessitate more agents. In fact, 25–40% of new agents hired in November won’t make it to Black Friday. Remote agents are fundamentally different from seasonal help. Virtual agents also have a greater capacity to learn.

Why an Omnichannel Call Center is Critical for a Successful Customer Experience


Learn more about how AAA clubs offer omnichannel service with AI agents. You don’t want to have your customer give all of their information to an AI agent, then have to repeat everything after being transferred to a live agent.

“Smart” contact center solutions that use artificial intelligence


For example, machine learning enables intelligent virtual agent (IVA) applications to further refine answers to common questions as they are exposed to more data or as they “learn” customer preferences.

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions


According to Aarde Cosseboom, TechStyle’s Director of Global Member Services Technology and Product, “We now have one central, open cloud platform that allows all of the agents to support our multiple global brands.”

How to make voice analytics your competitive advantage today and the future.


Performance of individual agents as well as the contact center itself can be measured using metrics that include: Number of inbound/outbound contacts attempted. Agent status/availability (available, busy, away).

Humans & AI: The Perfect CX Power Couple

Creative Virtual

Speaker: Chris Ezekiel, Founder & CEO, Creative Virtual. In this webinar, part of CRMXchange’s Technology Innovation Showcase series, Creative Virtual’s Founder & CEO, Chris Ezekiel shares an inside look at bringing together AI and human input to provide quality self-service options, improve live chat and contact center performance, and increase customer satisfaction scores. The post Humans & AI: The Perfect CX Power Couple appeared first on Creative Virtual.

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report


The result is increased demand for real-time speech analytics, which can deliver accurate and timely insight and guidance to agents during interactions with customers, mitigating liability risks and guiding interactions to results that are mutually beneficial for the enterprise and the customer. We also expect to see more speech analytics ’seats’ being sold as embedded capabilities in other applications, such as intelligent virtual agent (IVA) solutions.”.