Calabrio

MARCH 25, 2025

Incorporating AI-driven analysis into your chatbot QA process significantly enhances the sophistication and reliability of your chatbots, ensuring that they resolve queries efficiently and enhance user satisfaction and loyalty. When properly implemented chatbots can check both of these boxes on their way to enhancing overall CX.

Chatbots 130

Chatbots Contact Center Self Service Virtual Agent 130

BlueOcean

JANUARY 9, 2018

We want intelligent interactions that are personalized to our own situations and we want them on demand – not after we waste our precious time sitting on hold. Long gone are the days when customers almost expected to experience IVR hell and would pretty much tolerate jaw-dropping wait times.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Interactions

MAY 26, 2022

Just one bad experience can affect customer loyalty and your bottom line. 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. Optimize your labor force.

Virtual Agent 110

Virtual Agent Self Service Contact Center Wait Times 110

NICE inContact

SEPTEMBER 11, 2018

Agents were empowered to provide more engaging personalized experiences with additional brand-relationship context. This was critical to delivering immersive customer experiences, which increase loyalty and improve metrics such as Net Promoter Score® (NPS®) and customer satisfaction (CSAT). Decreased average handle time by 10 percent.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

Interactions

MAY 6, 2022

In a recent survey, we found the top obstacles people experience when contacting customer service have to do with time, such as long wait times or wasted time due to inefficient processes. . 63% were transferred multiple times. 59% interacted with an agent who was not knowledgeable. Time is money.

Virtual Agent 71

Virtual Agent Self Service Customer Experience Wait Times 71

UJET

MARCH 22, 2021

We can order groceries online and have them delivered to our doorstep, or get curbside pickup at just about any brick and mortar store to avoid wait times and lines. Brand loyalty is changing. Conversational AI & Virtual Agents. For example,Virtual Agent- “How can I help you?” The list goes on.

Virtual Agent 82

Virtual Agent Self Service Contact Center Customer Journeys 82

Interactions

JULY 7, 2022

Without enough agents in a contact center, customers cannot get the help they need. Not to mention, revenue and brand loyalty drop fast. . Ev en if live agents are unavailable, Conversational AI applications like virtual agents can scale to handle unlimited conversations while providing the same consistent experience.

Virtual Agent 62

Virtual Agent Contact Center eBook Advertising 62