NICE inContact

DECEMBER 10, 2018

Imagine if you had a pool of AI-powered virtual agents in addition to your live agents. Cloud-based “AI agents” supplement and empower your live agents by handling the menial tasks so that live agents don’t have to: order status, bill payments, account updates, appointment confirmations, credit checks, and many more.

Virtual Agent 120

Virtual Agent Contact Center Resources Training 120

NICE inContact

OCTOBER 12, 2018

This is the first of four ways that virtual agents are automating the contact center. While cold transfers are more of an agent training issue, it often begins when customers are either unsure which menu option they should choose or try and circumnavigate the menu altogether. fewer calls being transferred to live agents.

Virtual Agent 120

Virtual Agent Contact Center Self Service Average Handle Time 120

InMoment XI

DECEMBER 18, 2024

IVR frees up time for agents by handling common queries, announcing updates, routing callers to the right agents, and offering basic support. 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

AWS Machine Learning

MARCH 31, 2023

One solution is to have enough trained agents available to take all the calls right away, even during times of unusually high call volumes. 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.

Self Service 100

Self Service Virtual Agent Connections Transportation 100

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

InMoment XI

JANUARY 16, 2024

Virtual Agents and Chatbots: Virtual agents or chatbots, powered by AI, interact with customers in real-time. These agents can engage in text-based or voice-based conversations that provide assistance, answer queries, and guide users through processes.

Contact Center 195

Contact Center Virtual Agent e-support Telecommunications 195

Calabrio

MARCH 11, 2025

Uncover actionable insights: AI illuminates trends and patterns in customer interactions, enabling data-driven decisions for process optimization and agent training. Data-Driven Decision Making: QA provides a wealth of data that informs strategic decisions related to training, resource allocation, and customer experience initiatives.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

Comm100

DECEMBER 16, 2024

Heres a quick breakdown of how key AI-driven features are revolutionizing customer support processes: Feature How It Works Impact on Customer Service AI chatbots AI-powered virtual agents go beyond basic chat interfaces. Train Your Customer Service Team Customer service automation is only as effective as the team behind it.

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

BlueOcean

OCTOBER 4, 2023

Finding a partner who has a proven track record of attracting, training, engaging, and retaining agents in the language of your high-volume customer demographics is going to be the top priority of your RFP process. The most recent census reports that 21.4% of Canadians speak French as a first language.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Interactions

AUGUST 29, 2022

Virtual agents have come a long way. Secondly, we can expect the future of enterprise virtual assistants to expand capabilities for greater benefits to the business and the customer (and the agents). According to Opus Research, “We’ve reached a point where bots and live agents are interdependent. But what’s next?

Virtual Agent 62

Virtual Agent Self Service eBook Report 62

AWS Machine Learning

OCTOBER 16, 2024

This allowed Intact to transcribe customer calls accurately, train custom language models, simplify the call auditing process, and extract valuable customer insights more efficiently. The goal was to refine customer service scripts, provide coaching opportunities for agents, and improve call handling processes.

Customer Service 89

Customer Service Contact Center Insurance Financial 89

TechSee

FEBRUARY 19, 2024

LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. This could be by automating common tasks performed by agents, or by augmenting agent knowledge and training with virtual agent assistants.

Virtual Agent 124

Virtual Agent Chatbots Training Interaction 124

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

Interactions

MAY 26, 2022

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. Even if live agents are unavailable, virtual agents can handle unlimited conversations.

Virtual Agent 110

Virtual Agent Self Service Contact Center Wait Times 110

TechSee

FEBRUARY 19, 2024

LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. This could be by automating common tasks performed by agents, or by augmenting agent knowledge and training with virtual agent assistants.

Virtual Agent 109

Virtual Agent Chatbots Training Interaction 109

Comm100

AUGUST 17, 2022

Answer: “The companies that figured this out started investing in this, started training people to deliver on it, not just frontline customer service reps, but entire organizations go through training to be more customer-focused. We need to train them on using it, and that’s very important. We train them well.

Meeting 185

Meeting How To Airlines Virtual Agent 185

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

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

TechSee

OCTOBER 9, 2018

Utilize robust self-service tools such as FAQs, AI-powered knowledge bases and virtual technicians to help them find answers by themselves quickly. Dedicate trained customer service personnel – ideally other Millennials – to monitor all social channels and respond quickly to questions wherever they are asked. Personalization.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

BlueOcean

JANUARY 9, 2018

Password resets, changed addresses, parts ordering, status updates, appointment setting, and more are straightforward calls that can easily be addressed by virtual agents or chatbots. Consider that the large majority of customer interactions are currently transactional processes.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Uniphore

JULY 10, 2021

People learn the most at the moment of need, and when training occurs in small units called microbursts, embedded within everyday work activities. It’s challenging to train, onboard, and retain talent in the contact center today. Kumaran Shanmuhan Global Head of Solutions Jacada.

Call Center 223

Call Center Contact Center How To Case Study 223

GetFeedback

APRIL 17, 2019

They solve their puzzle and you take some load off your agents but not at the expense of customer service quality. Let’s face it: however careful you train your service reps, there’s always a chance to get to an agent who just spoke to a very angry client or simply got tired. Reason #4: The desire to avoid bad treatment.

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

SaleMove

JUNE 11, 2020

Reconfigure which issues are handled by which bots, and when to invoke a human agent. Setting up training sessions for bots to review and learn from sessions handled by humans. Stay tuned to find out more!

Virtual Agent 52

Virtual Agent Contact Center Meeting Insurance 52

AWS Machine Learning

FEBRUARY 6, 2023

To support WaFd’s vision, Talkdesk has extended its self-service virtual agent voice and chat capabilities with an integration with Amazon Lex and Amazon Polly. Talkdesk has extended its self-service virtual agent voice and chat capabilities with an integration with Amazon Lex and Amazon Polly.

Self Service 90

Self Service Contact Center Virtual Agent Chatbots 90

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

CSM Magazine

NOVEMBER 5, 2024

This tool directs cases to the most suitable agent based on factors like the agent’s expertise, current workload, and availability. As a result, customers connect with the right agents without long waits, improving both speed and satisfaction. This saves time for agents and gives customers quick answers to common questions.

Customer Service 52

Customer Service Management Omni-Channel Virtual Agent 52

Upstream Works

JUNE 9, 2022

To provide reporting to management so that agents could be better trained and given the information and tools they needed to do their jobs more easily. They can simplify the agent’s life even more and allow them to provide real value add to the customer experience that only a human can provide.

Contact Center 157

Contact Center Call Center Virtual Agent Omni-Channel 157

SaleMove

AUGUST 20, 2020

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. With the rise of big data analytics and virtual agents, the knowledge manager’s job is in for big changes.

Contact Center 90

Contact Center Self Service Virtual Agent Knowledge Base 90

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. After a call, agents spend extra time copying notes to your CRM tool. your agent can say, “I see you’re having trouble with X.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

TechSee

MARCH 19, 2019

Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. When a virtual agent fields a customer’s enquiry, collects all relevant details and passes it to a human agent for final approval, how should average handling time ( AHT ) be measured? Total Cost Per Contact.

Self Service 146

Self Service Metrics Contact Center Virtual Agent 146

TechSee

APRIL 21, 2021

AI call center solutions are expected to reduce agent training time and streamline the entire support process, resulting in a more satisfying customer experience. Next-step suggestion: Determine the workflows that are most common, and train the machine accordingly. Computer Vision AI-Based Self-Service.

Call Center 136

Call Center Self Service Innovation Contact Center 136

Interactions

AUGUST 12, 2022

One of the most popular types of Conversational AI in CX are virtual agents, which are advanced Conversational AI applications. Virtual agents can also scale across channels and carry context. . Automating tasks and offering customers more self-service options via virtual agents allows businesses to do more with less.

Virtual Agent 71

Virtual Agent Self Service Technology Interaction 71

NICE inContact

MARCH 28, 2018

Reducing AHT is no longer the best strategy in contact centers because chances are that the agent is taking a longer time to listen, understand and solve a customer and thereby providing an enhanced customer service. If it is one of those, then we absolutely have to think of reducing AHT.

Self Service 120

Self Service Metrics Customer Experience Contact Center 120

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. After a call, agents spend extra time copying notes to your CRM tool. your agent can say, “I see you’re having trouble with X.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

UJET

MARCH 22, 2021

The IVR is often the reason customers start yelling and screaming before ever talking to an agent, and more often than not it’s the reason that most conversations start with frustrated customers and flustered agents. Conversational AI & Virtual Agents. For example,Virtual Agent- “How can I help you?”

Virtual Agent 82

Virtual Agent Self Service Contact Center Customer Journeys 82