2020 Customer Experience Virtual Agent 
TechSee
FEBRUARY 20, 2018
Rising customer expectations: With service becoming a primary battleground for winning customers, consumers have come to expect fast service 24/7/365. In fact, according to a Walker study , by the year 2020 customer experience will overtake price and product as the key brand differentiator. Is it cost reduction?
ShepHyken
OCTOBER 5, 2020
Each week I read a number of customer service and customer experience articles from various resources. Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. Sharpen Technologies) 2020 didn’t cancel National Customer Service Week. Here are my top five picks from last week.
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Creative Virtual
APRIL 30, 2020
More customers are turning to company websites and apps for support, in some cases out of sheer desperation because they can’t get through to a contact centre agent and in other cases because they have been proactively directed there by the business. It’s also interesting to break down the virtual agent traffic by region.
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
Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA
One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. The secret of data + business logic to keep virtual agents in their "swim lane".
CSM Magazine
DECEMBER 17, 2019
John Ing, Principal Operations Lead for CX at ECS shares his CX Predictions for the banking industry in 2020. The death of voice as a contact channel for banking customers has been over-hyped. The expectation that customers would switch to mobile apps and online banking instead hasn’t happened.
Contact Center Pipeline
JANUARY 23, 2020
And at the same time, businesses are striving to meet and exceed a moving goal post of customer preferences, influenced by a […]. In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a single tweet or photo can completely reshape a brand’s perception—for better or worse.
Speaker: Brian Morin, CMO & Phillip Fisher, CX Consultant at SmartAction
2020 was the year that customer call centers and customer experience were pushed to their limit. With the influx of calls replacing in-person interactions, it is up to our virtual agents to not only evolve to the new demands but also to help alleviate the current stressors on live agents.
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