Intelligent Virtual Agents: IVA Software & Service Guide


Learn more about virtual agent software and services for your call center and customer support team. In this post you learn what a virtual agent is, how an intelligent virtual agent can help your business, how to measure IVA success over time.

The DNA of an Intelligent Virtual Agent


Intelligent virtual agents are zeros and ones that make up a human’s approach to simulate humanity as best as possible. So, let’s plunge deep into the specifics of the DNA that makes an intelligent virtual agent.


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Virtual agents: Why are we excited about virtual agents

Dialer 360

Virtual agents. Ai empowered assistants are called virtual assistants. These agents increase the customer experience because it handles routine inquiries in a fast way as well as more proficiently as compared to humans. Working procedure of virtual agents.

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?

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).

5 Ways AI-powered Virtual Agents Improve CX in Utilities


AI-powered virtual agents have come a long way since the days of “Press 1 for billing. This allows AI-powered virtual agents to follow complex dialogue at the rate of normal conversation — yes, even alphanumerical interactions, the most challenging type to capture.

AI adoption in contact centers – virtual agents


AI adoption in contact centers – virtual agents The voice-bot is emerging as an attractive conversational-user-interface which offers accessible and comfortable user interaction. Contact center teams are enthusiastically rolling out virtual agents.

Contact Centers Stream Past Virtual Agents to Virtual Presence

CX Global Media

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?

Human-Centered Design is the Heart in Intelligent Virtual Agents


It takes the “smart” virtual agent a whole minute to ask him what’s wrong. How do you build intelligent virtual agents that won’t experience the dreaded bypass of “0 for operator”? Let’s set the scene. link].

How Do AI Virtual Agents Lower Customer Service Costs?


With organizations spending over $350B on customer service collectively, many are looking to AI and virtual agents to flatten overhead costs. That’s why AI-enabled virtual agents have become such a hot commodity in the customer service market.

How to Build ROI for Conversational AI

Speaker: Sofia Burton & Tiffany O'Malley from SmartAction

In this webinar, our leading experts will walk you through step-by-step to build an ROI for conversational AI.

Virtual Agents vs. Live Agents: The Battle for CSAT


That’s where the use of an AI-powered virtual agent comes in — for a fraction of the cost of a human agent, an intelligent virtual agent (IVA) is available to assist customers 24 hours a day, 365 days a year. Total Call Volume Transferred to Live Agents.

Do You Need a Virtual Agent? Here are the Top 12 Reasons to Get One


Do you need a virtual agent? That depends: do you want to automate answers for routine questions, resolve repeat issues, and free up valuable customer or agent time? The post Do You Need a Virtual Agent?

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


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.

Avaya Virtual Agent Now Available as a Ready to Deploy Configurable Service

CSM Magazine

Avaya has announced an enhancement to Avaya OneCloud to dramatically reduce the complexity associated with virtualizing customer interactions. This lack of success is due, in part, to the historical complexity of developing and delivering effective virtual agent solutions.

Start Every Conversation with AI: The Front Door for Intelligent Customer Service

Speaker: Brian Morin & Helena Chen from SmartAction

In a typical 6-minute customer service call, only 25% is valued customer interaction. How can you render this process more efficient and give space for the valued interaction to shine? By starting every conversation with AI. Sign up to learn more!

How Virtual Agents Help the Live Agent Workforce


Yet when examining the facts versus fiction that sentient bots are here to end the live agent workforce, the opposite is true. In over 100 deployments from small companies to large enterprises, SmartAction has yet to see a layoff en masse after deploying virtual agents.

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. The Creative Virtual team is ready to help you get started on your successful virtual agent strategy.

Meet eLVee, LiveVox’s New AI Virtual Agent


Although these virtual assistants are not chatbots per se, they are audio chatbots, if you will. The post Meet eLVee, LiveVox’s New AI Virtual Agent appeared first on Livevox. Are you still wondering what all the chatbot hype is about?

What is a virtual agent and how does it work?


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?

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.

Improving customer experience with a virtual agent


AI-powered conversational assistants, or “virtual agents”, can quickly deliver the answers and outcomes over voice-enabled channels. The post Improving customer experience with a virtual agent appeared first on Talkdesk

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. By Mandy Reed, Global Head of Marketing.

What is the Difference Between IVR and Virtual Agents?


The post What is the Difference Between IVR and Virtual Agents? Agent ExperienceYour call center is a place of opportunity. Customers reach out to your contact center for many reasons. They may need information, have a problem with their account, or need to pay a bill.

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. Q: Why were you considering AI-powered virtual agents to automate more in your contact center? Here’s the breakout: 60% of callers are successfully contained within virtual agent automation.

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.

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.

Unleash Your Customer Service Team’s Full Potential with Virtual Agents


And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. The UJET Virtual Agents.

Unleash Your Customer Service Team’s Full Potential with Virtual Agents


And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. The UJET Virtual Agents.

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

The Insider Secret to Designing Virtual Agents that Surpass Your Competition

Speaker: Brian Morin, CMO & Mark Landry, VP of Product at SmartAction

This interactive working session gets into the gritty details of designing conversation flows for a human-to-machine experience that rivals or exceeds live agents. Mark will do live "mockups" with audience members and step through the complex critical thinking required to determine if and where AI can fit. So make sure to bring your questions!

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

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


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.

The Generic ‘Chat Now’: Virtual Agent or Live Chat?

Creative Virtual

I was connected to a live chat agent relatively quickly, but then spent over 30 minutes in a chat that felt like it was lasting forever and, in the end, delivered no real resolution to my question. The post The Generic ‘Chat Now’: Virtual Agent or Live Chat?

What is a Virtual Agent and How Can it Benefit your Business?


The post What is a Virtual Agent and How Can it Benefit your Business? Remote AgentsYou have less of a commute these days, but you’re still feeling pressed for time. The last thing you want to do is wait on the phone for the answers you need. Recognize this feeling?

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.

Conversational IVR: Deploy a Virtual Agent for High ROI at Low TCO


Customer service agents have a big load to carry. Intelligent virtual agents can efficiently shoulder more of the weight when it comes to customer service.They also save time. Intelligent virtual agents can be used with IVR to effectively tackle this surge in inbound volume.

Step 2 of 5: AI Self-Service Without Compromise – Virtual Agents Need “Guardrails”


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 are Chatbots & How are They Different from IVR and Virtual Agents?


The three main capabilities are chatbots, conversational IVR, and virtual agents, with diverse use cases spanning everything from customer service management, payment processing, and generating and qualifying leads. Agent Experience

The state of virtual agents


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

The Conversational AI Journey: What to Expect from Start to Finish

Speaker: Gary Davis, SmartAction CEO

Join us for this webinar as Gary Davis, SmartAction CEO, shares insights and best practices for implementing AI virtual agents in the contact center.