AWS Machine Learning

SEPTEMBER 29, 2022

For more information about Archy’s OAuth requirements, refer to Prerequisites in the Archy installation documentation. Archy requires either a client ID and secret pair or an authorization token. Choose Add Client.

Virtual Agent 87

Virtual Agent Call Flow Self Service Contact Center 87

TechSee

FEBRUARY 19, 2024

LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. This could be by automating common tasks performed by agents, or by augmenting agent knowledge and training with virtual agent assistants.

Virtual Agent 109

Virtual Agent Chatbots Training Interaction 109

AWS Machine Learning

AUGUST 30, 2023

This includes automatically generating accurate answers from existing company documents and knowledge bases, and making their self-service chatbots more conversational. It also provides attribution and transparency by displaying links to the reference documents and context passages that were used by the LLM to construct the answers.

Self Service 130

Self Service Contact Center Multi-Channel Knowledge Base 130

AWS Machine Learning

FEBRUARY 6, 2023

To support WaFd’s vision, Talkdesk has extended its self-service virtual agent voice and chat capabilities with an integration with Amazon Lex and Amazon Polly. Talkdesk has extended its self-service virtual agent voice and chat capabilities with an integration with Amazon Lex and Amazon Polly.

Self Service 87

Self Service Contact Center Virtual Agent Chatbots 87

TechSee

SEPTEMBER 21, 2023

In contrast, Sophie AI is trained like today’s human agents and engineers. Sophie AI reads product documentation and support flows, observes customer service and field service interactions, and learns at each step. Agents or engineers can chat with the AI Assistant, asking for clear guidance for this particular model.

Meeting 109

Meeting Self Service Contact Center Virtual Agent 109

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. After a call, agents spend extra time copying notes to your CRM tool. your agent can say, “I see you’re having trouble with X.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

AWS Machine Learning

JULY 18, 2023

Amazon Lex is a service that allows you to quickly and easily build conversational bots (“chatbots”), virtual agents, and interactive voice response (IVR) systems for applications such as Amazon Connect. It also takes into account the semantic context from stored documents more effectively and efficiently.

Self Service 96

Self Service Chatbots Resources Knowledge Base 96

Inbenta

NOVEMBER 15, 2022

Text summarization is the process of shortening a text and generating a concise summary whilst retaining the core idea and message conveyed by the initial document. Sentiment analysis tries to gauge the overall mood of a text or document, by analyzing the language used in these contents. Virtual agents and chatbots.

Chatbots 96

Chatbots Healthcare Banking Social Media 96

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. After a call, agents spend extra time copying notes to your CRM tool. your agent can say, “I see you’re having trouble with X.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

TechSee

AUGUST 14, 2018

In customer service, it helps the IDSS see the problem, as a virtual agent. The agent’s cognitive focus shifts from the mechanics of each step of the process to the big picture — satisfying the customer. .

Contact Center 95

Contact Center System Average Handle Time Virtual Agent 95

Avaya

APRIL 10, 2019

25% reduction in agent turnover. Still, I frequently hear customers say: “AI is all hype,” to which I respond with documented ways companies are using AI today and finding huge success. Virtual agents/chatbots – Computer-aided, virtual robots that address basic questions and functions to free human agents to handle more complex ones.

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71

Inbenta

JUNE 2, 2021

Many HR teams have challenges to overcome, such as reduced HR budgets or staffing that require them to do more with an HR automation tool that can automate manual tasks, simplify documentation procedures, relieve the burden of HR staff, and ensure compliance. Saves time and lets teams focus on critical issues.

Self Service 83

Self Service Chatbots Policies Virtual Agent 83

TechSee

MARCH 11, 2024

Understanding Conversational AI Conversational AI refers to technologies that users interact with through a natural, conversational interface, like chatbots or virtual agents. In contrast, more powerful and customizable solutions often require a heavy lift to set up and run.

Chatbots 124

Chatbots Self Service Culture Virtual Agent 124

TechSee

FEBRUARY 12, 2018

There are VCAs that can follow simple instructions with no ability to make decisions, VCAs that process natural language to understand the intent of a customer, and VCAs that are able to utilize advanced computer vision to identify the needs of the customer – from analyzing a document to identifying a device in need of support.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

There are VCAs that can follow simple instructions with no ability to make decisions, VCAs that process natural language to understand the intent of a customer, and VCAs that are able to utilize advanced computer vision to identify the needs of the customer – from analyzing a document to identifying a device in need of support.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

AWS Machine Learning

JULY 25, 2024

Use case overview To illustrate how Agent Evaluation can accelerate the development and deployment of conversational AI agents at scale, let’s explore an example scenario: developing an insurance claim processing agent using Agents for Amazon Bedrock. The principal must have the permissions to call the target agent.

Insurance 133

Insurance e-support User Experience Interaction 133

AWS Machine Learning

AUGUST 8, 2024

By integrating generative AI, they can now analyze call transcripts to better understand customer pain points and improve agent productivity. Cisco has also implemented conversational AI experiences, including chatbots and virtual agents that can generate human-like responses, to automate personalized communications based on customer context.

Contact Center 126

Contact Center Omni-Channel Multi-Channel Innovation 126

Uniphore

JULY 21, 2021

Semantic analytics can be used to examine documents with a higher level of intelligence than a pure keyword search. Intelligent Site and App Search While many sites and apps are dependent on search capabilities, not all search technologies are created equal.

Self Service 130

Self Service Customer Service Management Contact Center 130

TechSee

MARCH 11, 2024

Understanding Conversational AI Conversational AI refers to technologies that users interact with through a natural, conversational interface, like chatbots or virtual agents. In contrast, more powerful and customizable solutions often require a heavy lift to set up and run.

Chatbots 109

Chatbots Self Service Culture Virtual Agent 109

Call Experts

MAY 8, 2019

Chatbots or virtual agents can address a wide range of features and questions to provide relevant analysis and efficient protocol. Documentation Enhances the Workplace. AI offers support for functions like: Natural language processing to understand conversations and interpret vital statistics with actionable recommendations.

Customer Experience 65

Customer Experience Call Center Contact Center Conference 65

PK

MARCH 23, 2020

When a customer wants to know where their recent purchase is, the answer can sometimes involve a customer service agent searching in multiple systems and writing an email response. Meanwhile, human customer service agents can spend their time on more complicated customer needs. A team of people orchestrates all this behind the scenes.

Company 52

Company Virtual Agent eBook Consulting 52

Esteban Kolsky

DECEMBER 6, 2016

I have been doing AI and related technologies (including NLP and bots-like tech) for quite some time and was a firm believer in the early waves of chatbots (back then we called them virtual agents – this is circa 2000 and was just starting to enter the realm of large enterprises).

Chatbots 60

Chatbots Virtual Agent Technology Resources 60

Esteban Kolsky

DECEMBER 6, 2016

I have been doing AI and related technologies (including NLP and bots-like tech) for quite some time and was a firm believer in the early waves of chatbots (back then we called them virtual agents – this is circa 2000 and was just starting to enter the realm of large enterprises).

Chatbots 60

Chatbots Virtual Agent Technology Resources 60

SaleMove

FEBRUARY 19, 2021

They are already documenting core knowledge and insights from customer service interactions. Much like the contact center research team, playbook writers are an under-utilized resource with the potential to greatly enhance the customer experience.

Contact Center 69

Contact Center Customer Centricity Self Service Customer Experience 69

CSM Magazine

APRIL 7, 2022

Knowledge Management; Covers the creation, organisation and surfacing of documented knowledge at the right time to the right audience and extends Google Dialogflow ES’s intent model. This integration allows organisations to build rich, omni-channel experiences for their customers.

Omni-Channel 52

Omni-Channel Groups Multi-Channel Customer Experience 52

CSM Magazine

JUNE 16, 2023

IBM Watson Assistant IBM Watson Assistant is an advanced platform designed to deliver unparalleled virtual agent experiences. This enables virtual agents to offer accurate and precise answers, as well as gaining valuable knowledge from business documents and speeding up essential processes.

Customer Service 52

Customer Service Virtual Agent Chatbots Omni-Channel 52

Innovative CX

DECEMBER 6, 2018

So, I started a chat – or should I say a chat with a bot (or virtual agent) which didn’t recognize my issue. Once I used the word password it was downhill from there – finally it transferred me to an agent – that took a long time to respond. Lack of documentation – the “who did you talk to that told you that?”

Chatbots 40

Chatbots Virtual Agent Contact Center Policies 40

SaleMove

FEBRUARY 19, 2021

They are already documenting core knowledge and insights from customer service interactions. Much like the contact center research team, playbook writers are an under-utilized resource with the potential to greatly enhance the customer experience.

Contact Center 52

Contact Center Customer Centricity Self Service Customer Experience 52

Kustomer

FEBRUARY 6, 2024

It has a strong emphasis on ITSM collaboration and documentation, as well as ITSM reports and dashboards. It includes all Essentials features plus options like custom fields and virtual agents. ITSM collaboration and documentation features like discussion threads facilitate issue resolution.

Software 91

Software Self Service Omni-Channel Knowledge Base 91

SmartKarrot

JUNE 28, 2022

With conversational messaging, it is possible to include images, video, audio, documents, etc. They do not have the patience or the time to want for longer times to connect to an agent. FAQ Chatbots, virtual personal assistants , and virtual agents are examples of conversational AI. Can include rich media.

Customer Engagement 10

Customer Engagement Engagement Chatbots Virtual Agent 10