DMG Consulting

AUGUST 16, 2022

What’s more, consumers believe they have the right to interact with an organization in multiple channels and, when appropriate, to pivot between channels, such as when an intelligent virtual agent (IVA) needs to send information to a consumer’s cell phone via SMS during a phone conversation. IVAs Are Good for Agents and CX.

Self service 48

Self service Interactive Voice Response Virtual Agent Contact Center 48

SmartAction

MARCH 7, 2023

Right now, according to Gartner, more than 70% of business professionals regularly interact with conversational platforms. Moreover, Gartner estimates that one in 10 agent interactions will be automated by 2026, an increase from the current 1.6% rate of AI-automated interactions.

Multichannel 86

Multichannel Virtual Agent Self service Accountability 86

SharpenCX

OCTOBER 15, 2023

How can AI help your agents? By automating internal processes, you should be improving your agent experience. According to Gartner research , 30% of reps will automate a portion of their jobs by 2026. Voice assistants with Natural Language Processing (NLP) to understand and respond to customer commands.

Contact Center 67

Contact Center Interactive Voice Response Virtual Agent Technology 67

NobelBiz

OCTOBER 15, 2024

By 2026, the global customer engagement solutions market is expected to reach $18.5 By 2025, self-service will include AI-driven IVR, which will answer more complex queries through speech recognition and NLP. They can also hold very human-like conversations, extended into personalized and responsive support.

Call Center 52

Call Center Virtual Agent Chatbots Analytics 52