Virtual Agent Related Topics 
CX Global Media
MARCH 26, 2019
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! What about your live agents leveraging some virtual power of their own?
ROI CX Solutions
MAY 8, 2025
Read Time: 7 minutes Table of Contents Defining intelligent virtual agents Key features of intelligent virtual agents How do intelligent virtual assistants work? Intelligent Virtual Agents (IVAs) are AI-enabled tools that provide new methods of engaging customers across various channels.
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Balto
JANUARY 6, 2025
AI-powered virtual agents are on the verge of transforming contact centers. Within 2 years , the most advanced AI will handle conversations as effectivelyor betterthan human agents. AI agents will seamlessly handle sales, support, and service driving revenue while cutting costs. months 300,000x growth since 2012.
AWS Machine Learning
DECEMBER 23, 2024
Interaction model The following are different customer experiences a caller may have depending on what they say and the transcription confidence scores returned by Amazon Lex: Conversation 1: Virtual Agent: Thank you for calling Acme Travel. Virtual Agent: In a few words, what is the reason for your call today?
Speaker: Tom Lewis, CEO of SmartAction
This means more and more companies are implementing cloud-based virtual agents that automate conversations traditionally handled by live agents, all of which can be done across several different channels. How to design “lanes” for virtual agents to outperform live agents. Tune in to discover: Where to start.
Taylor Reach Group
JUNE 9, 2020
It’s time to take a deeper dive into the word of virtual agents. That said, I acknowledge that virtual agents today aren’t as effective as live representatives and can be expensive during the implementation phase; not to mention the technology does not always match up to the marketing pitch.
TechSee
FEBRUARY 20, 2018
Here are the steps to get started: Build the virtual agent around a single strategic objective. Focus on the business priorities and develop the virtual agent’s capabilities to support this objective. Prioritize high-volume, common customer questions. Is it cost reduction?
Speaker: Sofia Burton & Tiffany O'Malley from SmartAction
Agent attrition has always been a huge problem, but now the difficulties of the worker shortage make securing live agents for call centers highly competitive. Virtual agents are an expansion of your best live agent — and they can cut operating costs on average of 66%. Demonstrating those best use cases.
Speaker: Brian Morin & Helena Chen from SmartAction
AI virtual agents can help resolve a lot of routine and repetitive interactions, but not all are created equal. Some customer service interactions require a human —but just because some calls must be transferred to a live agent doesn’t mean they can’t all begin with AI. Self-service is on the rise.
Speaker: Tom Lewis, CEO of SmartAction
Register now to hear Tom Lewis, CEO of SmartAction, discuss how leading contact centers are leveraging the power of conversational AI through cloud-based virtual agents that automate the call types and chats traditionally handled by live agents. Examples from CX leaders on how and where they deployed virtual agents.
Speaker: Brian Morin, CMO & Mark Landry, VP of Product at SmartAction
In a world where top businesses are always battling for the best technology, you have to ensure that your virtual agent's design is the best in the competition. How data + business logic keeps virtual agents in their "swim lane". But how do you do this? Schematics of successful interactions.
Speaker: Brian Morin, CMO, Mark Landry, VP Product, Marilyn Cassedy, Director of Customer Success, SmartAction
It just so happens that whenever we design and deploy a new AI-powered virtual agent over voice, the self-service application invariably falls into one of 5 distinct categories. This has been true for more than a hundred clients encompassing hundreds of use cases across 12 industries.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
Why the performance of TechStyle's virtual agents rivals that of live agents. You will learn: What factors went into TechStyle's first decision between tackling internally or outsourcing to a partner. How TechStyle saved $1.1M in their first year afterwards.
Speaker: Gary Davis, SmartAction CEO
Understanding the work involved before and after you deploy a virtual agent makes all the difference between a poor customer experience and one that’s on par with your best live agent. What happens after go-live, and how to monitor, fine-tune, and train your virtual agent.
Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA
One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. The secret of data + business logic to keep virtual agents in their "swim lane".
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