AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. These virtual agents can automate routine tasks as well as seamlessly elevate complex interactions to a live agent.

Self Service 89

Self Service Contact Center Virtual Agent Chatbots 89

Uniphore

JUNE 10, 2021

25% Lack of self-service options. 0% Security issues with Agents at Home. Use Self-Service to Handle High Call Volume. Fortunately, you can take the pressure off of your agents. For more than three decades, Jacada has led the field in automated self-service solutions and agent-assisted automation solutions.

Call Center 246

Call Center Self Service Contact Center Case Study 246

Uniphore

JANUARY 21, 2022

Conversational AI and automation can solve many self-service woes. AI-powered intelligent virtual agents (IVRs) make it easier for members to update their policies, schedule routine healthcare and ensure appointments are made.

Healthcare 246

Healthcare Self Service Virtual Agent eBook 246

TechSee

OCTOBER 9, 2018

More than 60% of Millennials say they understand information faster when it’s communicated visually. I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service. Consider a native app with special features to improve engagement, customer stickiness, and overall service.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

NICE inContact

MARCH 28, 2019

It often eliminates the “on hold” frustration of voice calls and lets contact centers increase productivity by having agents work with 3 or 4 customers at the same time. Chatbots are the most common application of AI for customer self-service and are not as successful (yet), as the hype would indicate.

Chatbots 149

Chatbots Self Service Virtual Agent Contact Center 149

TechSee

JANUARY 14, 2020

AI-driven call center automation has had a significant impact on the efficiency and performance of individual agents, as well as on overall KPIs. Automated workflows simplify agents’ repetitive daily tasks, such as auto-populating information on specific screens or sending follow-up emails after calls.

Call Center 124

Call Center Self Service Virtual Agent Contact Center 124

TechSee

JANUARY 14, 2020

AI-driven call center automation has had a significant impact on the efficiency and performance of individual agents, as well as on overall KPIs. Automated workflows simplify agents’ repetitive daily tasks, such as auto-populating information on specific screens or sending follow-up emails after calls. Smarter Agents.

Self Service 109

Self Service Virtual Agent Contact Center Call Center 109

UJET

DECEMBER 10, 2020

Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport). What, Exactly, Are Virtual Agents? Intelligence Is a Matter of Features.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

UJET

DECEMBER 10, 2020

Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport). What, Exactly, Are Virtual Agents? Intelligence Is a Matter of Features.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

Talkdesk

SEPTEMBER 9, 2020

Self-service in customer support is not just a trend anymore, it’s here to stay. 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?

Virtual Agent 65

Virtual Agent Self Service Contact Center Knowledge Base 65

Comm100

DECEMBER 16, 2024

Understanding Customer Service Automation Customer service automation is the use of technology to simplify and improve how businesses assist their customers. Another key feature of customer service automation is self-service options.

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

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

Lumoa

JUNE 23, 2021

Advanced Self-Service Tools According to studies, consumers are increasingly becoming self-reliant, preferring to use self-service channels such as live chat (42%) and chatbots (86%) rather than contacting customer support.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

TechSee

APRIL 21, 2021

Computer Vision AI-Based Self-Service. AI is reshaping the enterprise approach to self-service. AI enhances existing self-service capabilities, such as smart FAQ and IVR, with the new cognitive capabilities in chatbots or virtual agents.

Call Center 136

Call Center Self Service Innovation Contact Center 136

NICE inContact

MARCH 28, 2018

But it is important to understand the root cause of longer AHTs – did the customer get routed to an agent who has no expertise in the specific area, or was the agent not trained enough or were there multiple, siloed systems causing longer time for an agent to look up information about the customer and problem at hand?

Self Service 120

Self Service Metrics Customer Experience Contact Center 120

AWS Machine Learning

SEPTEMBER 29, 2022

The rise of artificial intelligence technologies enables organizations to adopt and improve self-service capabilities in contact center operations to create a more proactive, timely, and effective customer experience. In this post, we demonstrate how to elevate traditional customer service FAQs with an interactive voice bot.

Virtual Agent 89

Virtual Agent Call Flow Self Service Contact Center 89

Lumoa

NOVEMBER 30, 2022

For example, it elevates customer engagement, customer service efforts become more efficient, and it brings more personalized experiences. So, to sum it up, conversational AI seeks to deliver a more pleasant shopping experience by providing customers with relevant information at the most crucial sales cycle stages.

Retail 195

Retail Customer Experience Chatbots Ecommerce 195

Tricia Morris

OCTOBER 28, 2015

The goal of self-service is to make things easier for both the customer (to find information) and customer service agents (to deflect information requests from assisted service). Expectations for, and of, self-service are growing at a rapid pace. Transparency.

Self Service 40

Self Service Virtual Agent ROI Tips 40

Kayako

SEPTEMBER 17, 2015

A Frequently Asked Question section (FAQs) is without a doubt the most commonly used tool in self-service. But now for some things you may not know: Have you ever thought that your FAQs may be hurting your self-service? This scenario also affected virtual agents, devaluing their ROI).

Self Service 120

Self Service Virtual Agent ROI System 120

West Monroe

JULY 24, 2017

Fewer people are picking up the phone to interact with a company, and companies are putting an emphasis on self-service. If you are keen on customer-centricity, you need to think about making strategic investments in customer service technologies – especially within your contact center.

Virtual Agent 53

Virtual Agent Contact Center Self Service Technology 53

Uniphore

JULY 21, 2021

Knowledge Base Consolidation It’s estimated that agents spend 20% of their time working to understand questions and search a knowledge base for the correct information. It’s far too easy for knowledge to end up in silos, where it may not be accessible to an agent in a time of need.

Self Service 130

Self Service Customer Service Management Knowledge Base 130

Calabrio

JANUARY 6, 2016

It’s a relatively new model, equipped with sophisticated sensors that automatically alert the manufacturer if the appliance needs service. A virtual agent initiates a service call by accessing your Outlook or iCal calendar to set up an appointment. Prediction #3: Self-service is the key to success.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

Interactions

JUNE 25, 2020

As if justifying the cost was not painful enough, the vendor informed me about the backorders and expected waiting period. Naturally, I picked up the phone and dialed their 800 number to schedule my delivery, only to be put on hold for over 25 minutes before speaking to an agent. Virtual Agents can help. Bridging the gap.

Self Service 71

Self Service Virtual Agent Customer Journeys Contact Center 71

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 128

Contact Center Chatbots Self Service Touchpoint 128

Avaya

JUNE 24, 2019

Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. These human-like automated bots can seamlessly interact with customers, assisting them with simpler inquiries while offloading agents until they are needed.

Contact Center 104

Contact Center Self Service Contact Center Software Virtual Agent 104

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. We can share digital information such as photos and videos back and forth. Providing a means of self-service. Conversational AI & Virtual Agents.

Virtual Agent 82

Virtual Agent Self Service Contact Center Customer Journeys 82

Upstream Works

DECEMBER 20, 2022

This use case can take many forms, with self-service automation often coming to mind right away. The intent is to minimize the need for agents to manually manage repetitive tasks or keep switching across various apps to retrieve and organize information during customer interactions. Virtual Agent.

Virtual Agent 78

Virtual Agent Trends Self Service Customer Experience 78

Interactions

AUGUST 12, 2022

That’s why we have put together this “Cliff Notes to Conversational AI in CX” that outlines key information and must know takeaways. Conversational AI applications are being used by many brands today to automate tasks via self-service and improve both customer and agent experience. The Main Character: Conversational AI.

Virtual Agent 71

Virtual Agent Self Service Technology Interaction 71

BlueOcean

FEBRUARY 24, 2016

We’re predicting that, as consumers become increasingly informed about how their data is collected and used, there will be a corresponding increase in customer expectations. We are already seeing Customer Effort as a key metric that influences the design of 360-degree customer service solutions.)

Customer Service 136

Customer Service Contact Center Call Center Self Service 136

Inbenta

NOVEMBER 13, 2017

Much of this capability was due to Inbenta’s patented natural language processing which significantly improved companies’ self-service rates. Only now have virtual agents started to make their mark in the search world by providing customers with information across all forms of social media as well as on company websites.

Chatbots 109

Chatbots Self Service e-support Virtual Agent 109

Interactions

MAY 6, 2022

When we asked consumers to indicate what they had experienced when contacting customer service in the past two years, we found that: 75% experienced long wait times. 62% had to repeat or re-enter information. 59% interacted with an agent who was not knowledgeable. 49% received incorrect information. Let’s take a look. .

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

UJET

DECEMBER 17, 2020

If the speech engine is still having trouble understanding the caller, the auto-attendant may connect them with a human agent or ask the customer if they would prefer to converse in their native language. An NLP-powered virtual agent understands the semantics and context of keywords to respond more efficiently to mobile customer questions.

Examples 72

Examples Virtual Agent Self Service Chatbots 72

UJET

DECEMBER 17, 2020

If the speech engine is still having trouble understanding the caller, the auto-attendant may connect them with a human agent or ask the customer if they would prefer to converse in their native language. An NLP-powered virtual agent understands the semantics and context of keywords to respond more efficiently to mobile customer questions.

Examples 72

Examples Virtual Agent Self Service Chatbots 72

Inbenta

JUNE 2, 2021

This can also apply to other processes such as timesheet management, appraisal processes or any informative tools so that HR teams can be in constant contact with the company employees and assist in helping them when needed. Benefits of HR automation. Organizations tend to have numerous software tools that every employee must use.

Self Service 83

Self Service Chatbots Policies Virtual Agent 83