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.

Virtual Agents in the Contact Center: Data Gathering Made Easy

inContact

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.

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

SmartAction

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. Here’s how two innovative companies are using AI-powered virtual agents to automate more in their contact centers.

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.

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.

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).

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.

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

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

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.

Don’t Be Afraid of Using Virtual Agents in Your Contact Center

Outsource Consultants

An article by Dan Miller raises an interesting point: Implementing virtual agents into your contact center isn’t staying ahead of the curve, it’s common. Don’t Be Afraid of Using Virtual Agents in Your Contact Center.

How to get the most out of virtual agents

Salmat

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

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

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

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. Intelligent virtual agents (IVAs).

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. By Donna Fluss.

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.

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.

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

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.

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

Fonolo

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.

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.

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.

These 8 Technologies Are Transforming the Contact Center

DMG

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.

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.

Knowledge Management in the Era of AI

DMG

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

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.

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).

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

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

Employee Engagement Remains a Top Priority Alongside Customer Engagement for 2019

Creative Virtual

They are also coming to understand that many of the same digital tools, such as chatbots and virtual agents, that they are utilising to improve their customer experience can also be leveraged to improve their employee experience. Our thanks to the AI & Robotics Directors’ Forum organisers for inviting Creative Virtual to take part in your last event of the year! By Liam Ryan, Sales Director.

The Four Ways Call Centers Are Using AI Agents

SmartAction

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.

AI: On the Right Path but Not Yet Real

DMG

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?

DMG

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.

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.

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.

Automate Contact Center Outbound Calls and Texts for Positive ROI

inContact

For many companies, making outbound calls and texts to customers makes up a large volume of everyday work that their live agents handle today. However, these repetitive call types need to be made hundreds of times per day, and can often make up a large part of a live agent’s daily routine. While necessary, outbound notification calls are often extremely expensive and take an enormous amount of time, since agents must dial each customer consecutively.