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!

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.

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.

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”. AI-Powered Virtual Agents & What They Can Handle.

5 Best Practices for AI Self-Service Without Compromise

Speaker: Tom Lewis, CEO of SmartAction

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.

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.

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.

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.

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.

4 Ways AI-powered Virtual Agents Automate the Contact Center

Speaker: Tom Lewis, CEO of SmartAction

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.

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

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.

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

DMG

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.

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).

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.

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.

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 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.

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

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.

Avaya Puts SmartAction Virtual Agents to the Test

SmartAction

In November 2018, SmartAction’s AI-powered virtual agent solution was successfully tested by Avaya in its DevConnect program, a developer community and marketplace for third-party products that interoperate with Avaya technology ( read news release ).

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).

Step 3 of 5: AI Self-Service Without Compromise – AI Without Data is Like a Race Car Without Fuel

SmartAction

This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents. Artificial Intelligence thrives on data, and virtual agents powered by Conversational AI are no different.

SmartAction to Showcase Top-Rated AI-powered Virtual Agent Solution at Enterprise Connect 2019

SmartAction

SmartAction’s cloud-based virtual agents automate conversations that live agents traditionally handled over voice, chat, and text. SmartAction uses proprietary conversational AI to automate conversations that used to be handled by call center agents over phone, chat, and text.

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.

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.

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.

Step 3 of 5: AI Self-Service Without Compromise – AI Without Data is Like a Race Car Without Fuel

SmartAction

This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents. Artificial Intelligence thrives on data, and virtual agents powered by Conversational AI are no different.

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.

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.

IVA is the New IVR

SmartAction

The first hold onto their existing IVR and merely transfer routine conversations to AI-powered virtual agents while transferring the rest to live agents. Live agent replacement for high volume calls/chats.

Step 1 of 5: AI Self-Service Without Compromise – Identifying the Perfect Fit

SmartAction

This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handled by live agents. Best Practice #1: Identify the Perfect Call Types & Chats for AI-Powered Virtual Agents.

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.

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.