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

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

Comm100

DECEMBER 16, 2024

These are resources like FAQ pages, step-by-step guides, or a searchable knowledge base that lets customers find answers on their own. Its like giving customers a toolbox to solve their own problems without needing to wait for help. They use machine learning to refine and prioritize answers based on relevance.

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

CSM Magazine

MARCH 6, 2025

That said, the experience may vary depending on the complexity of the issue and the specific agent handling your case. Potential Areas for Improvement: While Microsoft Live Chat is generally reliable, there are occasional challenges, including: Wait Times during peak hours. Be as specific as possible for the best results.

Virtual Agent 52

Virtual Agent Knowledge Base Social Media Wait Times 52

AWS Machine Learning

SEPTEMBER 29, 2022

As a result, customers benefit from reduced wait time and faster call resolution time, especially during peak hours. The solution discussed in this post enables customers to interact with a voice bot backed by a curated knowledge base in a natural and conversational manner.

Virtual Agent 78

Virtual Agent Call Flow Self Service Contact Center 78

Upstream Works

JANUARY 18, 2022

ACD queue times of two hours or more are becoming routine at many companies and digital wait times are just as bad. Artificial intelligence is still an important initiative, but efforts should be focused primarily on augmenting the agent’s capabilities. Rob McDougall is the Founder and CEO of Upstream Works.

Contact Center 78

Contact Center Virtual Agent Self Service Knowledge Base 78

NobelBiz

JANUARY 10, 2021

A chatbot, also known as an intelligent virtual agent, is a program that can do activities independently while communicating with humans over a communication channel. However, this virtual agent can execute some jobs better than other interfaces. Why is it vital for a business? What are its advantages for contact centers?

Contact Center 52

Contact Center Chatbots Virtual Agent Call Center 52