SmartAction

FEBRUARY 27, 2023

When it comes to customer service, businesses have a variety of tools at their disposal to make the process as smooth and efficient as possible. Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). Let’s break down the difference between IVR and IVA.

Interactive Voice Response 78

Interactive Voice Response Contact Center Virtual Agent Self service 78

SmartAction

SEPTEMBER 16, 2022

Asking Alexa to play your favorite podcast and have her quickly play it for you is made possible by the same type of technology that allows contact centers across the world to automate voice conversations. Conversational AI is making the contact center and customer service industries better than ever.

Interactive Voice Response 93

Interactive Voice Response Virtual Agent Contact Center Engineering 93

Customer Relationship Metrics

MAY 8, 2017

Categorical scales must be repeated multiple times to insure the correct application by the respondent, thereby limiting the effectiveness of the approach in the post-call IVR survey methodology where the goal is to quickly collect responses to as many research variables as will be acceptable. Bolton, MA, Customer Service Press.

Surveys 90

Surveys Interactive Voice Response Construction Accountability 90

SmartAction

APRIL 4, 2023

It’s the next level of conversation – what AI industry leaders are calling “Complex Voice” interactions – that they aren’t able to engage. Nowhere is this new AI-fueled reality more evident than in the customer service experience. Artificial intelligence is changing the way customer service teams work.

Virtual Agent 89

Virtual Agent Chatbots Self service Banking 89

SmartAction

MARCH 7, 2023

Any business that wants to stay competitive, reduce operational costs, and take its customer service to the next level should take note. Perhaps most prominently, it helps companies provide a better customer service experience by providing greater – and faster – understanding of why a customer is reaching out and at what frequency.

Multichannel 86

Multichannel Virtual Agent Self service Accountability 86

SmartAction

NOVEMBER 19, 2019

Brands from around the world competed in the “Big Kahuna” category, recognizing companies for excellence in self-service, including Virtual Assistants, web self-service, interactive voice response, and integrated customer collaboration and support capabilities. . For more information, visit [link].

Virtual Agent 40

Virtual Agent Self service Interactive Voice Response Government 40

SmartAction

OCTOBER 19, 2022

When there is an inconsistent experience, everyone gets frustrated because of the repetitive data collection by chatbots, IVR, and live agents. For instance, if a client switches from a conversation with an AI chatbot to a phone call, the IVR is unlikely to know that the user had just been conversing with the bot.

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52