2020 Self service Virtual Agent 
TechSee
FEBRUARY 20, 2018
Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. Drivers for customer self-service.
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.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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
Cisco - Contact Center
AUGUST 3, 2020
Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Cisco Wins UC Today’s Best Collaboration Platform for 2020.
Speaker: Brian Morin, CMO, Mark Landry, VP Product, Marilyn Cassedy, Director of Customer Success, SmartAction
It just so happens that whenever we design and deploy a new AI-powered virtual agent over voice, the self-service application invariably falls into one of 5 distinct categories. Thursday September 17th, 2020 at 11AM PDT, 2PM EST, 6PM GMT. Understand top use cases driving conversational AI adoption.
DMG Consulting
DECEMBER 1, 2020
2020 Contact Center Retrospective. What an amazing year 2020 has been – never seen anything like it and hope we won’t again. Artificial Intelligence (AI)-based self-service capabilities – Self-service has become the channel of choice for customers in many countries, as surprising as it seems.
Creative Virtual
JULY 10, 2020
Back in April I took a look at the impressive spike in virtual agent traffic starting in late February and early March that surpassed anything Creative Virtual had seen in over 16 years of being in the industry. I’m curious to continue to watch how virtual agent traffic fluctuates as coronavirus-related restrictions change.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
If this is a situation can you relate to, then join us for this in-depth conversation with TechStyle Fashion Group, as they openly discuss their decision to go virtual, and the challenges they faced along the way as they dabbled with both building the omnichannel self-service platform themselves, and outsourcing the design to a partner.
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".
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
Adapting to a post-COVID world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Discuss DIY platforms versus managed services – which is right for me?
Expert insights. Personalized for you.
132 
Let's personalize your content