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.

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.

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.

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 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.

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.

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).

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.

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.

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.

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.

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 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.

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

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.

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.

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

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: 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.

AI in marketing: what you need to know

Salmat

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

Liveops

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.,

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.

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.

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

inContact

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.

3CLogic

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).

Creating Intimacy with APAC Customers Through Artificial Intelligence

Creative Virtual

Creative Virtual will once again be supporting our partner company Continuous Technologies at the annual conference. My presentation, titled ‘Artificial Intelligence, Customer Experience & the Contact Centre’, will provide practical advice and best practices for integrating chatbots, virtual agents and live chat with the contact centre to create successful digital transformation strategies. By Chris Ezekiel, Founder & CEO.

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

DMG

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.”.

A Chatbot for Your Contact Center

Creative Virtual

Contact centers around the world are celebrating Customer Service Week this week, recognizing their agents who deliver service and support to customers all year long. Chatbots and virtual agents have become essential tools for providing 24/7 self-service to digital customers. Contact centers require a great deal of investment – from recruiting and training staff to putting the necessary tools in place for agents. By Mandy Reed, Marketing Manager (Global).

Why an AI Virtual Assistant Helped TechStyle Fashion Group Hire & Keep Better Call Center Agents

SmartAction

TechStyle’s AI Virtual Assistant Solution. SmartAction’s cloud-based AI agents use data connections to greet TechStyle customers by their first name, anticipate their reasons for calling, and route the customer properly by using natural language understanding (NLU) to extract intent.

What can we do to attract candidates for contact center agent job openings?

DMG

Question: What can we do to attract candidates for contact center agent job openings? Answer: With 2018 US unemployment rates hovering near 18-year lows, contact center leaders need to think outside the box when attempting to fill agent positions. Here are some options: Consider automation to reduce the need for “entry-level” agents – Contact center agent roles generally include some low-value, rote activities that are a good match for automation.

Five Stars for Customer Service Week

Creative Virtual

Companies need to be realistic in their expectations about chatbots and virtual agents and how these solutions integrate with the changing role of the contact centre. A Complete Omnichannel Experience for Those at a Desk and on the Move – Chatbots and virtual agents can now provide a complete omnichannel experience for customers at a desk or on the move. The post Five Stars for Customer Service Week appeared first on Creative Virtual.

Driving Contact Center Change: Chatbots, OmniChannel, Cloud

Altivon

Through better web-based content, enhanced IVR, the Internet of Things (IoT), virtual agents and, yes, chatbots. Chatbots, Omnichannel and Cloud are three top trends for contact centers. Because each one in its own way increases efficiency and decreases customer effort.

CXtech: Exploring Technologies that are Transforming Customer Experience

Creative Virtual

Previously a sponsor of the AI & Robotics event, Creative Virtual is pleased to be a partner for CXtech this year. Chris Ezekiel, Founder & CEO of Creative Virtual, is one of the expert speaker at the event, presenting as part of the ‘Digital Automation, Chatbots and Virtual Assistants’ stream. The post CXtech: Exploring Technologies that are Transforming Customer Experience appeared first on Creative Virtual. By Mandy Reed, Marketing Manager (Global).

The Next Act: The AI-Enabled Contact Center

DMG

that can alter the customer experience in real time, contact centers will be run by AI, intelligent virtual agents (IVAs) and bots, and will be staffed with resources who expertly maintain these solutions. DMG expects that there will still be agents, but substantially fewer and with a greatly enhanced skill set. Any issue that can be resolved by an agent who is paid $10/hour can likely be addressed with RPA and AI automation.)

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.

What does digital transformation mean for contact centers?

DMG

Beyond the channels available for customer interactions with live agents, digital transformation in contact centers also includes sophisticated self-service capabilities. These applications can complete routine work items more quickly and accurately than humans, freeing agents to handle more complicated and interesting assignments. Question: What does digital transformation mean for contact centers?

C3 San Francisco 2018: Enabling conversational commerce for customer service

Creative Virtual

Creative Virtual is a sponsor for C3 San Francisco and will be lending our expertise in building and deploying conversational systems to the conference agenda. Members of the Creative Virtual team will also be available at our stand to share live demonstrations and success stories of organizations around the world already using our V-Person virtual agents, chatbots, and live chat to optimize their conversational customer care. By Mandy Reed, Marketing Manager (Global).

Showcasing the Perfect CX Power Couple: Humans & AI

Creative Virtual

On Thursday, 6 September Chris Ezekiel , Creative Virtual’s Founder & CEO, will feature the combination of AI and human input during the company’s sixth annual CRMXchange Technology Innovation Showcase webinar. Through a series of live demonstrations, attendees will learn: Best practices for implementing chatbots, virtual agents, and live chat to provide accurate and seamless omnichannel engagement. By Mandy Reed, Marketing Manager (Global).