InMoment XI

DECEMBER 18, 2024

Chatbots and virtual assistants rely on their knowledge bases to respond to or escalate customer queries. For example, a chatbot can update its knowledge base after encountering a new query. Intelligent Virtual Agents (IVA) are AI-powered chat assistants that can have context-aware conversations with customers.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

Calabrio

MARCH 11, 2025

Additional metrics to consider include: NPS scores First response time (FRT) Abandon rates Hold times Average Handle Time (AHT) 4. Research conducted by McKinsey reveals that employees may spend up to 20% of their time searching for information about work processes.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

AWS Machine Learning

MARCH 31, 2023

This would eliminate hold times and ensure that callers receive fast responses. The key to making this approach practical is to augment human agents with scalable, AI-powered virtual agents that can address callers’ needs for at least some of the incoming calls. per contact, while self-service channels cost about $0.10

Self Service 96

Self Service Virtual Agent Connections Transportation 96

Talkdesk

MARCH 24, 2020

In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base. Now, we’re going to dive into the different stakeholders within and outside of the contact center who will benefit from this evolution of the traditional knowledge base, and how you can use it to transform your customer experience. .

Knowledge Base 57

Knowledge Base Self Service Net Promoter Score Average Handle Time 57

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Contact Center

Oracle

OCTOBER 1, 2019

That’s a particularly attractive solution when a chatbot — also called a “virtual agent” — is offered as the initial strategy, with a live agent available as needed. Gartner research found that 25% of customer service operations will use virtual customer assistants by 2020. Frictionless experience.

Chatbots 74

Chatbots Customer Service Virtual Agent Self Service 74

NobelBiz

FEBRUARY 21, 2023

Also driving this trend is real-time analytics. For example, agents should have real-time access to their average handling time and target performance. If the agent can see which goals they are fulfilling and which require improvement, they may adjust their strategy in real time.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52