Talkdesk

SEPTEMBER 16, 2020

From knowledge bases to virtual agents, the potential disruption that a solid set of self-service applications can bring to contact center efficiency and customer experience is unquestionable and justifies all the buzz. Additionally, virtual agents can provide sustainable 24/7 support for many contact centers.

Virtual Agent 115

Virtual Agent Call Center Self Service Contact Center 115

Uniphore

AUGUST 12, 2021

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it. Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort. Multimodal Virtual Agent Implementation and Best Practices. View Webinar.

User Experience 246

User Experience Virtual Agent Self Service Contact Center 246

TechSee

SEPTEMBER 27, 2023

TechSee’s Sophie AI merges voice, visual, and text interactions to help service teams resolve any questions or issues using natural language and intuitive visual guidance. Fully customizable and adaptable to any brand or business, it provides the “brain” to humanize automated customer service interactions.

Virtual Agent 124

Virtual Agent Customer Service Customer Centricity Training 124

Calabrio

MARCH 11, 2025

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. What is call center quality assurance?

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

Comm100

DECEMBER 16, 2024

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. But as automation becomes a cornerstone of customer service, a pressing question emerges: Is it possible to balance the efficiency of technology with the human connection that customers still crave?

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

Uniphore

JANUARY 21, 2022

With more patient and member interactions happening remotely, the pressure to deliver a seamless digital experience is all too real. AI-powered intelligent virtual agents (IVRs) make it easier for members to update their policies, schedule routine healthcare and ensure appointments are made. Compromised trust.

Healthcare 246

Healthcare Self Service Virtual Agent eBook 246

InMoment XI

JANUARY 16, 2024

By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations. This data may include historical customer interactions, transcripts of conversations, customer profiles, and information from other relevant databases.

Contact Center 195

Contact Center Virtual Agent e-support Telecommunications 195

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches. But what about the bots?

Virtual Agent 98

Virtual Agent Contact Center Management How To 98

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

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? The post What is a virtual agent and how does it work?

Virtual Agent 65

Virtual Agent Self Service Contact Center Knowledge Base 65

AWS Machine Learning

MARCH 31, 2023

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—a virtual agent can potentially save $7.91 (98%) for every call it successfully handles.

Self Service 84

Self Service Virtual Agent Connections Transportation 84

Solvvy

NOVEMBER 30, 2022

Since Zoom acquired Solvvy earlier this year, many people have asked me why Zoom, a company that is the gold standard for team collaboration and meetings, would look to bring Solvvy’s advanced conversational AI technology and team into its portfolio. But Zoom Virtual Agent goes beyond understanding to resolution.

Virtual Agent 62

Virtual Agent Meeting Contact Center Chatbots 62

BlueOcean

JANUARY 9, 2018

Siri, Alexa, and OK Google… these are the virtual interactions that Sci-Fi movies have portrayed for decades past. These technologies are sparking new expectations in today’s consumers on an almost daily basis. Instead, in addition to self-serve customer service , the majority of interactions will be driven by AI technology.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Interactions

AUGUST 13, 2020

A deep knowledge of the customer experience space and conversational design is needed to determine when a live agent, a virtual agent, or both should be used in a given situation. The post Live Agents and Virtual Agents: The Spectrum of Care appeared first on Interactions.

Virtual Agent 71

Virtual Agent Self Service System Healthcare 71

BlueOcean

OCTOBER 4, 2023

But what mix of live agents versus AI is best for your business? We believe that your French-Canadian consumers deserve support from agents who understand not only your brand, but also understand the consumer landscape and consumer support expectations in Canada. And how do offshore solutions, interpreters, and texting play a role?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

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

West Monroe

JULY 24, 2017

These intelligent agents are making our lives so easy. Customer experience comes down to your perception of your interactions with a company. If you are like me, you want to be able to easily and efficiently interact with companies when it’s convenient to you. Yes, life has changed and so have customer’s expectations.

Virtual Agent 53

Virtual Agent Contact Center Self Service Technology 53

Talkdesk

FEBRUARY 13, 2020

According to Gartner’s 2018 Best Practices for Implementing Extreme Customer Self-Service Report , by 2022, 85% of customer service interactions will start with self-service, up from 48% today. AI-powered conversational assistants, or “virtual agents”, can quickly deliver the answers and outcomes over voice-enabled channels.

Virtual Agent 54

Virtual Agent Self Service Customer Experience Contact Center 54

Interactions

MAY 26, 2022

In fact, 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions. So when it comes to technology that automates CX, you should place your bets on Conversational AI for the win. Address current needs and long term strategy.

Virtual Agent 110

Virtual Agent Self Service Contact Center Wait Times 110

NICE inContact

MARCH 28, 2019

Chat is a favorite interaction channel for customers and is increasingly offered as an option on websites and mobile apps. 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 149

Chatbots Self Service Virtual Agent Contact Center 149

TechSee

JANUARY 14, 2020

These efficiencies have certainly driven operational improvements, but data from Deloitte demonstrates that the real advantage of AI is yet to be fully realized: providing the ability to harness the power of collaboration between the human agent and the machine. Why agents are embracing the change. Computer-Vision powered self-service.

Call Center 124

Call Center Self Service Virtual Agent Contact Center 124

ShepHyken

JANUARY 4, 2022

In this episode, Genefa Murphy talks about the Five9’s Intelligent Virtual Agent and how AI can be used to improve communication across all channels. ” “The digital workforce can free up your agents to work on the things that matter most such as engagements and interactions that require more empathy.”

Virtual Agent 134

Virtual Agent Contact Center Consulting Communication 134

Lumoa

NOVEMBER 30, 2022

Now, technologies such as AI and machine learning are driving highly personalized customer experiences. In turn, the virtual agent may respond with talk-back capability, allowing seamless B2C interaction. All new technologies bring with them challenges and drawbacks. Drawbacks of conversational AI.

Retail 195

Retail Customer Experience Chatbots Ecommerce 195

TechSee

OCTOBER 9, 2018

The key to reaching this powerful demographic is by understanding that technology is central to their being. This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. 5 Enabling technologies to reach Millennials.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

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

JUNE 23, 2021

While these solutions will have the same ambition, CCaaS will focus on managing customer interactions intelligently by connecting to cloud-based applications that are chargeable on a monthly basis. 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

Interactions

JANUARY 21, 2025

Thats what you risk if youre still relying on outdated solutions like chatbots or interactive voice response (IVR) tools. 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.

Connections 62

Connections Self Service Poor Customer Service Virtual Agent 62

TechSee

JANUARY 14, 2020

These efficiencies have certainly driven operational improvements, but data from Deloitte demonstrates that the real advantage of AI is yet to be fully realized: providing the ability to harness the power of collaboration between the human agent and the machine. Smarter Agents. Collaboration Drives Career Development. Specialization.

Self Service 109

Self Service Virtual Agent Contact Center Call Center 109

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 73

Virtual Agent Call Flow Self Service Contact Center 73

TechSee

APRIL 21, 2021

Intelligent collaboration tools are trending in the call center to meet this need of connecting agents with their colleagues and supervisors in order to better serve their customers. Technology plays a large role in facilitating the collaborative call center. AI-Driven Agent Decision Support.

Call Center 136

Call Center Self Service Innovation Contact Center 136

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches. But what about the bots?

Virtual Agent 52

Virtual Agent Contact Center Management How To 52

Interactions

JUNE 18, 2020

But with an increasing focus on technology, it can seem like live agents are getting left behind. . With this increase of AI and technology, it’s important to understand that the best results will come from strategically integrating technology in the contact center that works in synergy with live agents.

Technology 71

Technology Contact Center Virtual Agent Wait Times 71

CSM Magazine

SEPTEMBER 17, 2020

Conversational AI (aka intelligent chatbots or virtual agents) combines artificial intelligence (AI) and automation to streamline customer interactions across channels. Simplifying the creation and maintenance of virtual agents across the enterprise is critical. Essentially, it is what makes a Virtual Agent smart.

Omni-Channel 98

Omni-Channel Tools Virtual Agent Customer Service 98

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. of interactions that are automated using AI.

Call Center 105

Call Center Contact Center Virtual Agent Chatbots 105