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. Gartner’s Customer Service and Support Leader poll estimates that live channels such as phone and live chat cost an average of $8.01

Self Service 85

Self Service Virtual Agent Connections Contact Center 85

NICE inContact

OCTOBER 12, 2018

With all of the new improvements and changes in modern day customer service technology, it’s no surprise that customer expectations have evolved to follow suit as well. This is the first of four ways that virtual agents are automating the contact center. Now more than ever, customers want fast and efficient service.

Virtual Agent 120

Virtual Agent Contact Center Self Service Average Handle Time 120

Uniphore

JUNE 10, 2021

Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. Along the way, we learned a lot about the obstacles customers and agents face today. Transition to work-at-home with legacy technology. 25% Lack of self-service options. 13% High Call Volume.

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. Here too, technology can alleviate process complexity and user frustration.

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 120

Self Service Contact Center Multi-Channel Knowledge Base 120

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

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. Dustin Hubbard, Chief Technology Officer at WaFd Bank.

Self Service 71

Self Service Contact Center Virtual Agent Chatbots 71

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. Many organizations feel pressured “top down” to apply AI technology to automate chat interactions entirely.

Chatbots 149

Chatbots Self Service Virtual Agent Contact Center 149

TechSee

JANUARY 14, 2020

Automated agent assistance gives agents real-time guidance during customer interactions, freeing them from the burden of remembering workflows, troubleshooting processes and rules – the system does that – and enabling them to focus on pleasing their customers or dealing with more complex issues. Why agents are embracing the change.

Call Center 124

Call Center Self Service Virtual Agent Contact Center 124

TechSee

JANUARY 14, 2020

Automated agent assistance gives agents real-time guidance during customer interactions, freeing them from the burden of remembering workflows, troubleshooting processes and rules – the system does that – and enabling them to focus on pleasing their customers or dealing with more complex issues. Smarter Agents. Specialization.

Self Service 109

Self Service Virtual Agent Contact Center Call Center 109

Interactions

JUNE 10, 2022

Customers are busy and self-service provides a fast and efficient way for them to get things done. Efficiency and convenience are top themes in the self-service equation. Here’s what we found: What consumers want in a conversational self-service system. We asked 1,100 U.S.

Self Service 62

Self Service System Consumers Multi-Channel 62

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

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

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

Comm100

DECEMBER 16, 2024

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. In fact, we would be remiss if we didnt say that customer service is now one of the leading differentiators for businesses looking to set themselves apart in highly saturated markets.

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

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

Gartner’s Four Best Practices for Implementing Extreme Customer Self-Service. 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.

Virtual Agent 54

Virtual Agent Self Service Customer Experience Contact Center 54

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

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

Interactions

MAY 26, 2022

So when it comes to technology that automates CX, you should place your bets on Conversational AI for the win. 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.

Virtual Agent 110

Virtual Agent Self Service Contact Center Wait Times 110

NICE inContact

MARCH 28, 2018

In part one of the blog series, we looked at a framework for building a strong business case to invest in customer experience technologies. If built right and if they have a seamless escalation path to live service, they can enhance customer experience. Each one of those translate to a better customer experience.

Self Service 120

Self Service Metrics Customer Experience Contact Center 120

NICE inContact

SEPTEMBER 11, 2018

NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone. Decreased average handle time by 10 percent.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

Lumoa

NOVEMBER 30, 2022

Now, technologies such as AI and machine learning are driving highly personalized customer experiences. They can also be used for experience mapping , which is a detailed visualization of a customer’s experiences with your product or services over time. This allows customers to track their inquiries on a self-service platform.

Retail 195

Retail Customer Experience Chatbots Ecommerce 195

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

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. But making things easier always begins with hard work.

Self Service 40

Self Service Virtual Agent ROI Tips 40

Calabrio

JANUARY 6, 2016

The “smart” technology that revolutionized our cell phones is finding its way into just about everything: medical devices, baby monitors, smoke detectors, thermostats, running shoes, even cows. The pace at which technology marches forward is just incredible. Prediction #3: Self-service is the key to success.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

BlueOcean

FEBRUARY 24, 2016

With technologies like machine learning and artificial intelligence, we’re predicting that big call center data will become more highly optimized than ever before. We are already seeing Customer Effort as a key metric that influences the design of 360-degree customer service solutions.) So how does it work?

Customer Service 136

Customer Service Contact Center Call Center Self Service 136

Avaya

JUNE 24, 2019

Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. They want to be free of the technology refresh cycle to more quickly adapt and innovate. The next 10 years will see more change to the contact center than the previous 100.

Contact Center 104

Contact Center Self Service Contact Center Software Virtual Agent 104

SaleMove

AUGUST 20, 2020

With the expansion of self-service and the introduction of AI, the scope of the playbook needs to expand. Common assets include: FAQs to enable customer self-service canned and suggested responses for agents full-on scripts that guide agents step-by-step through a call knowledge bases for agents to search.

Contact Center 90

Contact Center Self Service Virtual Agent Knowledge Base 90

Inbenta

NOVEMBER 13, 2017

While it was not on a par with the search technology available today it was indeed better than the alternative – word of mouth. Notably, in 1995 Altavista became the first search engine to incorporate natural language technology. Search technology is doing all it can to adapt to us.

Chatbots 109

Chatbots Self Service e-support Virtual Agent 109