Uniphore

JANUARY 21, 2022

The global pandemic accelerated digital transformations across every industry, including healthcare. However, compared to the broader consumer marketplace, the healthcare industry lagged in digital adoption and implementation. Conversational AI and automation can solve many self-service woes.

Healthcare 246

Healthcare Self Service Virtual Agent eBook 246

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. The LLM-powered QnABot can also play a pivotal role as an automated real-time agent assistant.

Self Service 130

Self Service Contact Center Multi-Channel Knowledge Base 130

Uniphore

OCTOBER 21, 2021

This merger adds a new level of best-in-class automation to real-time agent-assisted interactions, and a superior agent performance and customer experience. Enhanced Self Service with Multimodal Capabilities. Superior Business User Friendly UX. Attended and Unattended RPA. About Uniphore.

Self Service 189

Self Service Contact Center Virtual Agent Call Flow 189

Calabrio

MARCH 11, 2025

Build a better internal knowledge base A knowledge base serves as a central repository of information for your team and includes how-to guides, frequently asked questions, and troubleshooting help, which encourages self-service. Knowledge bases help team members find information quickly, boost productivity, and serve customers better.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

NICE inContact

SEPTEMBER 17, 2019

Today, DSW leads the industry it has so effectively disrupted. By combining NICE inContact with SmartAction’s AI-powered virtual agent, DSW ultimately found the right human-machine balance without compromising an ounce of CX.

Self Service 139

Self Service Virtual Agent Customer Experience Average Handle Time 139

Talkdesk

SEPTEMBER 9, 2020

Self-service in customer support is not just a trend anymore, it’s here to stay. According to Gartner, 81% of all customers across industries attempt to take care of matters themselves before reaching out to a live representative. What is a virtual agent? The post What is a virtual agent and how does it work?

Virtual Agent 65

Virtual Agent Self Service Contact Center Knowledge Base 65

Interactions

AUGUST 13, 2020

Imagine yourself on a busy day trying to cancel an appointment and you keep getting put on hold waiting for a live agent. You know your task can be completed through self-service–it’s just a simple cancellation. You want to speak to a live agent to explain your situation and bypass business rules.

Virtual Agent 71

Virtual Agent Self Service System Healthcare 71

Interactions

AUGUST 29, 2022

Virtual agents have come a long way. And while some companies are certainly still using automated systems from the dark ages, forward-thinking brands have taken advantage of advancements in technology for big steps forward in customer experience self-service. . But what’s next? Here’s what we found out. .

Virtual Agent 62

Virtual Agent Self Service eBook Report 62

Talkdesk

FEBRUARY 13, 2020

“81% of all customers across industries attempt to take care of matters themselves before reaching out to a live representative.” Gartner’s Four Best Practices for Implementing Extreme Customer Self-Service. The post Improving customer experience with a virtual agent appeared first on Talkdesk.

Virtual Agent 54

Virtual Agent Self Service Customer Experience Contact Center 54

Lumoa

JUNE 23, 2021

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

Solvvy

NOVEMBER 30, 2022

Zoom Virtual Agent , an intelligent conversational AI chatbot solution, uses natural language processing and machine learning to accurately understand and painlessly resolve issues for customers. Zoom Virtual Agent works 24/7 on multiple support channels to deliver fast, personalized customer experiences.

Virtual Agent 62

Virtual Agent Meeting Contact Center Chatbots 62

Interactions

MAY 26, 2022

Brands who implement Conversational AI applications like virtual agents can deliver exceptional customer experience with added benefits like decreased operational costs, improved CSAT, and increased agent productivity. Even if live agents are unavailable, virtual agents can handle unlimited conversations.

Virtual Agent 110

Virtual Agent Self Service Contact Center Wait Times 110

Interactions

JANUARY 21, 2025

Heres how an Intelligent Virtual Agent (IVA) that blends technology with the human touch can deliver the personalized, caring support your customers crave when the next crisis hits. Direct them to self-service options that provide information tailored to each customers location, such as real-time status updates and safety tips.

Connections 62

Connections Self Service Poor Customer Service Virtual Agent 62

CSM Magazine

APRIL 26, 2022

Avaya has announced an enhancement to Avaya OneCloud to dramatically reduce the complexity associated with virtualizing customer interactions. Recent Avaya research with Ipsos indicates that based on their last interaction with a virtual agent, only 1 in 3 customers would recommend that business to others.

Virtual Agent 52

Virtual Agent Self Service Wait Times NPS 52

Lumoa

NOVEMBER 30, 2022

The Ecommerce industry has seen an impressive development in recent years. Another great idea to explore is offering a digital sales agent that is voice-enabled. In turn, the virtual agent may respond with talk-back capability, allowing seamless B2C interaction. …” to a returning customer.

Retail 195

Retail Customer Experience Chatbots Ecommerce 195

Calabrio

JANUARY 6, 2016

billion devices are connected to the web, a phenomenon industry folks refer to as “The Internet of Things” (IoT). It’s a relatively new model, equipped with sophisticated sensors that automatically alert the manufacturer if the appliance needs service. Prediction #3: Self-service is the key to success.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

Uniphore

JULY 21, 2021

Search Engine Optimization While improving the agent experience is paramount to customer service success, it’s not the only area to focus on. Gartner estimates that 85% of interaction will start with self service solutions , more than 30% higher than in 2019.

Self Service 130

Self Service Customer Service Management Contact Center 130

BlueOcean

FEBRUARY 24, 2016

In the contact center industry, this will be critical to how we evolve – and not just through the quality of the service experience via phone channel. We are already seeing Customer Effort as a key metric that influences the design of 360-degree customer service solutions.) This may be significant in our industry.

Customer Service 136

Customer Service Contact Center Call Center Self Service 136

UJET

MARCH 22, 2021

We won’t just guide them to the right agent: We’ll guide them to the right channel. We’ll guide them to answers for more self-servicing and deflection. Providing a means of self-service. Gathering contextual information for the agent. Conversational AI & Virtual Agents.

Virtual Agent 82

Virtual Agent Self Service Contact Center Customer Journeys 82

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services. The partnership is already creating interest in the marketplace, with the companies currently collaborating on several projects. About Spitch.

Self Service 59

Self Service Virtual Agent Multi-Channel Banking 59

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. The bots can answer FAQs, provide self-service experiences, or triage customer requests before transferring to a human agent.

Contact Center 120

Contact Center Chatbots Self Service Touchpoint 120

Interactions

MAY 6, 2022

Many are turning to Conversational AI solutions like virtual agents to automate tasks. By offering self-service, consumers can take care of their tasks when and how they want to with a consistent experience every time. Let’s take a look. . Time is money. And time is money. Around the clock. Don’t get behind the times.

Virtual Agent 71

Virtual Agent Self Service Customer Experience Wait Times 71

Interactions

SEPTEMBER 2, 2021

Customers still had to wait to speak with a live agent to address their tasks, and may have also had to endure frustrating menu trees or DTMF systems. . But in recent years, Conversational AI has given the opportunity for smarter self-service. Specifically in banking, there are multiple challenges to customer service.

Banking 62

Banking Self Service Virtual Agent eBook 62

Interactions

JUNE 3, 2021

An example of automation directly supporting customers is with virtual agents. These applications are customer-facing and offer self-service options for customers to complete tasks on their own. On the other hand, automation can support customers indirectly by helping agents do their job more efficiently.

Self Service 62

Self Service Virtual Agent Customer Service Strategies Interaction 62

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services. The partnership is already creating interest in the marketplace, with the companies currently collaborating on several projects. About Spitch.

Self Service 52

Self Service Virtual Agent Multi-Channel Banking 52

Interactions

MAY 28, 2020

And, they are more willing to use self-service technologies to communicate with brands. No matter what industry to task, consumers are now more open to using technology to its fullest potential to keep themselves safe. Use this opportunity to assess your customer service organization – how can you optimize your workforce?

Customer Journeys 83

Customer Journeys Self Service Strategy Multi-Channel 83

Interactions

JUNE 2, 2022

So, what does this mean for CX in the travel industry? Without the right Intelligent Virtual Agent (IVA) in place, the summer volume spike could result in long hold times and even more guest frustration. Guests want to solve their problems with self-service tools. Handling rebooking and changes .

Self Service 62

Self Service Rewards Programs Travel Virtual Agent 62

Interactions

JULY 29, 2020

However, phone calls to contact centers are shown to spike during the not-so-routine events like outages and weather-related events, which can lead to more overwhelming call volumes and rising frustration levels for both call center agents and customers. Virtual agents can support an omnichannel approach to customer service.

Self Service 71

Self Service Contact Center Virtual Agent Call Center 71

ShepHyken

DECEMBER 8, 2017

Until recently, contact centers were playing a passive role in customer service by responding to basic queries, but not necessarily playing any major role in the strategy for customer experience (CX). But, the industry landscape is changing, with CX becoming the new battlefield. Use Technology for Self Service.

Contact Center 45

Contact Center Customer Engagement Engagement Customer Service 45

TechSee

MARCH 11, 2024

Industry events and news coverage are full of companies offering Generative AI , Conversational AI, chatbots, and AI Agents. Understanding Conversational AI Conversational AI refers to technologies that users interact with through a natural, conversational interface, like chatbots or virtual agents.

Chatbots 124

Chatbots Self Service Culture Virtual Agent 124

Upstream Works

JANUARY 18, 2022

Rob is an accomplished contact center leader and catalyst for change with a track record for raising industry awareness of first contact resolution. Artificial intelligence is still an important initiative, but efforts should be focused primarily on augmenting the agent’s capabilities.

Contact Center 78

Contact Center Virtual Agent Self Service Knowledge Base 78

TechSee

MARCH 13, 2018

The hype was generated by successive breakthroughs in multiple industries, such as self-driving cars, smart assistants, etc., The customer service industry, in particular, pinned high hopes on AI, expecting that upon its introduction to the market, smart machines would truly transform the customer experience.

Customer Service 95

Customer Service Chatbots Virtual Agent How To 95

Inbenta

OCTOBER 23, 2017

The million dollar question for a market which will be worth billions within a few years is – can my virtual agent answer my customers’ questions? Decision trees are flexible enough to carry out a number of functions for your virtual agent. When it comes to chatbots, businesses want to know one thing.

Chatbots 75

Chatbots Virtual Agent Self Service Examples 75

Kustomer

JUNE 27, 2022

High-quality software solutions and tools are versatile and can be used across industries such as healthcare, education, retail, e-commerce, and finance, as well as anything in-between, that necessitates customer communication. These tools can be curated and customized to achieve goals specific to your industry and business needs.

Software 92

Software Tools Customer Service Self Service 92

Bold360

AUGUST 24, 2017

How Do I Create a Customer Service Improvement Plan? It’s clear that having a clear and consistent business vision for your CX is essential if you want to succeed in almost any industry today. Virtual Agents. Customer Service Improvement Means More Digital Self Service. Take a company like Build.com.

Self Service 68

Self Service Customer Service Customer Experience Social Media 68