Preparing Your Contact Center for the Age of Virtual Agents

Taylor Reach Group

These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to go in because of the pandemic. So how can companies prepare for what might be the new normal of virtual contact support? It’s time to take a deeper dive into the word of virtual agents. So how can organizations begin to take advantage of virtual agents today? by JD Fairweather.

3 ways virtual agents can boost call center efficiency

Talkdesk

From knowledge bases to virtual agents, the potential disruption that a solid set of self-service applications can bring to contact center efficiency and customer experience is unquestionable and justifies all the buzz. Self-service is a hot topic in the call center industry.

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What is a virtual agent and how does it work?

Talkdesk

This tendency, coupled with increasingly mature artificial intelligence (AI) technologies, has raised attention to the role and impact of virtual agents in contact centers and customer experience (CX). What is a virtual agent?

The Chatbot & Virtual Agent Experts Have Spoken: Experience Matters

Creative Virtual

At Creative Virtual, whitepapers are not created too often as they hold a special place in our repository of resources since they offer information that stays valid for a much longer time than other documents. Blog chatbots experience resources vendor guide virtual agents whitepaper

5 Best Practices for AI Self-Service Without Compromise

Speaker: Tom Lewis, CEO of SmartAction

Advances in conversational AI have led to the growing adoption of cloud-based virtual agents to automate conversations traditionally handled by live agents over voice, chat, and text. Join Tom Lewis, CEO of SmartAction, and learn 5 best practices that leading organizations are using to transform to AI self-service without compromising an ounce of Customer Experience (CX).

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! After implementing virtual agents, more of the complex customer interactions remained. What about your live agents leveraging some virtual power of their own?

From Knowledge Base to Virtual Agents: The Shift to AI-powered Self Service

TechSee

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. Here are the steps to get started: Build the virtual agent around a single strategic objective. Decreased agent workload? The post From Knowledge Base to Virtual Agents: The Shift to AI-powered Self Service appeared first on Techsee.

Virtual Agents in 2020: Usage Spikes and the Banking Sector

Creative Virtual

Back in April I took a look at the impressive spike in virtual agent traffic starting in late February and early March that surpassed anything Creative Virtual had seen in over 16 years of being in the industry. Blog 2020 banking coronavirus covid-19 virtual agent traffic

Satisfy Your Curiosity About Deploying AI Virtual Agents and Chatbots

Creative Virtual

Do you have a chatbot or virtual agent on your roadmap? Are you curious about successful use cases for AI-enhanced virtual agents? Questions to ask when selecting a chatbot or virtual agent solution. By Mandy Reed, Global Head of Marketing.

Tips for Deploying AI Chatbots & Virtual Agents

Creative Virtual

Chatbots, smart help, virtual assistants, virtual agents, conversational AI – there are lots of names for this automated, self-service technology being used today. In the webinar, Tips for Deploying AI Chatbots & Virtual Agents , I talked about some key questions to keep in mind when adding one of these solutions to your customer experience (CX) strategy. The post Tips for Deploying AI Chatbots & Virtual Agents appeared first on Creative Virtual.

4 Ways AI-powered Virtual Agents Automate the Contact Center

Speaker: Tom Lewis, CEO of SmartAction

Most contact centers have an over-reliance on live agents for even the most rudimentary and repetitive call types. Hear examples from AAA, MGM Resorts, Hyundai, and Office Depot on how they are leveraging the power of conversational AI through cloud-based virtual agents to automate the call and chat types handled by live agents.

Live Agents and Virtual Agents: The Spectrum of Care

Interactions

Imagine yourself on a busy day trying to cancel an appointment and you keep getting put on hold waiting for a live agent. After 30 minutes of waiting you finally get put through to an agent, who is able to quickly cancel your appointment. You want to speak to a live agent to explain your situation and bypass business rules. However, there will always be a place for human agents, and the key is knowing when to use which (or both). Virtual Assistants

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

NICE 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.

Virtual Agent Usage Spikes as Self-Service Rescues the Customer Experience

Creative Virtual

More customers are turning to company websites and apps for support, in some cases out of sheer desperation because they can’t get through to a contact centre agent and in other cases because they have been proactively directed there by the business. In a recent blog post, my colleague Laura Ludmany talked about the sharp increase of traffic Creative Virtual’s banking virtual agents had experienced over the previous month. By Mandy Reed, Global Head of Marketing.

The 5 Categories That Rule Virtual Agents

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. Having a keen awareness of where or how AI fits in your contact center for a great CX and ROI begins with understanding how to broadly classify your interactions. If it fits into one of these 5 categories, a live human agent should never handle it. Join Brian Morin, Mark Landry, and Marilyn Cassedy of SmartAction, and learn how to streamline your customer service.

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”. There is a fine line between what should be automated by conversational AI and what should be transferred to live agents. The first “guardrail” for a virtual agent typically involves the eligibility of a customer to stay within automation for self-service.

What Is an AI-powered Virtual Agent and What Can It Do?

SmartAction

The cost and effort to build automation that isn’t very good or might not even work (and isn’t omnichannel) is why most contact centers have an over-reliance on live agents, even for the most routine and repetitive call types. These omnichannel solutions are known as AI-powered virtual agents. What is an AI-powered virtual agent? At the most basic level, an AI-powered virtual agent can do many things that a live agent can do.

From Tension to Resolution: 90 Seconds with a Virtual Agent

SmartAction

Fabletics leverages a Virtual Agent to interact with their customers every time you call them. If you have multiple self-service destinations and a variety of agent skill-sets, it’s in your best interest to allow the user to tell you why they called.

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. This resurgence is driven by four primary factors – it’s a perfect storm – a confluence of drivers causing massive interest, adoption, growth and innovation. Read More. Jacada Blog

Implementing Virtual Agents: Where to Start, and How to Finish

Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group

Join us for this in-depth conversation with TechStyle Fashion Group, as they openly discuss their decision to go virtual, and the challenges they faced along the way as they dabbled with both building the omnichannel self-service platform themselves, and outsourcing the design to a partner.

The Impact of and Opportunity for Virtual Agents on Call Center Outsourcers

Xaqt

All the while, Virtual Agents and Robotic Process Automation (RPA) threaten to eliminate much of the human capabilities that outsources have built their business on. The answer to that question represents the threat to their core business presented by Virtual Agents and RPA.

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. Case Study 1: Leading Healthcare Company Automates 75,000 Conversations per Month with Virtual Customer Assistant Solution. Expensive agent costs and time-consuming hiring processes.

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. This resurgence is driven by four primary factors – it’s a perfect storm – a confluence of drivers causing massive interest, adoption, growth and innovation. Read More. Jacada Blog

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.

The Post-Covid CX Powered by AI

Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group

Adapting to a post-Covid world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Most companies looking to ditch a "Press 1" experience struggle with where to start and how to infuse natural language into their existing technology stack. Join this webinar with TechStyle Fashion Group who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. Also joining is SmartAction who manages the AI-powered CX for more than 100 brands.

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. Greet every customer with a natural language “front door” – “How can I help you?” – and capture intent before routing calls and chats to live agents, AI-powered virtual agents, or other automation. Cloud-based AI automation can also gather data upfront and pass it to live agents (i.e.

Purchasing Power’s AI-Powered Virtual Agent Wins Top Honor for Excellence in Self-Service

SmartAction

Frost & Sullivan awards Purchasing Power ® for their AI-Powered Virtual Agent created in partnership with SmartAction ® to enable conversational self-service for their customers. Brands from around the world competed in the “Big Kahuna” category, recognizing companies for excellence in self-service, including Virtual Assistants, web self-service, interactive voice response, and integrated customer collaboration and support capabilities. .

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.

Automation: The Contact Center’s Grocer

Contact Center Pipeline

Technology AI artificial intelligence call center automation chatbots contact center technology intelligent virtual agents robotic process automation RPA virtual assistantsIn times of crisis, we often find heroes in the unlikeliest of places. The current COVID-19, or coronavirus, pandemic is no exception.

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.

APAC Contact Centres Embracing AI and Virtual Agent Technologies

Creative Virtual

Creative Virtual was excited to be invited back to participate again by our partner Continuous Technologies International Ltd (CTINT) in the Symposium held on 31 October and to attend the Gala the following evening. We had more enquiries this year than ever before about using virtual agent and chatbot technology internally to support contact centre agents, relationship managers and other employees. The advancements in AI and virtual agents are bring more changes.

Customer Service Week is October 5-9: Learn 5 Ways to Celebrate Your Virtual Agents When They Need it Most (Thanks, 2020)

SharpenCX

Download Now: 52 questions to ask your agents about well-being and work in their next 1:1 . Add to it the stress of handling unusually angry customers while working in a make-shift home office, sometimes with kids at home , and I can almost guarantee your agents are close to their tipping point. . That’s why this year, more than ever before, it’s vital to appreciate your agents a little extra during Customer Service Week. Virtual coffee meetups. Agent Experience

Three Major Predictions for the 2020 Contact Center

Contact Center Pipeline

Technology AI artificial intelligence call center contact center customer experience digital channels natural language processing NLP video chat virtual agentsIn today’s highly dynamic digital economy, there is no set safeguard against uncertainty.

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).

Is voice biometrics used only for live-agent interactions or does it work with intelligent virtual agents too?

DMG Consulting

Question: Is voice biometrics used only for live-agent interactions or does it work with intelligent virtual agents too? Answer: Voice biometrics can provide authentication for interactions that take place with humans as well as with intelligent virtual agents (IVAs). Voice biometrics and IVAs are complementary solutions that deliver enhanced and additional benefits when used in conjunction with each other.

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

DMG Consulting

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.

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

NICE 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 Outsourced Call Centers Make Use of AI-Powered Virtual Agents

Advantage Communications

Artificial Intelligence (AI) is a controversial subject. It often comes with a worry that workers will lose their jobs and companies will have to implement new processes and ways of operating. Artificial Intelligence

Insights into AI: The Virtual Agent at its Best

Rant And Rave

In recent years and months, AI and the rise of the chatbot has been hailed as the saviour of the traditional contact centre. AI Contact Centre