SmartAction

FEBRUARY 16, 2021

That’s where the use of an AI-powered virtual agent comes in — for a fraction of the cost of a human agent, an intelligent virtual agent (IVA) is available to assist customers 24 hours a day, 365 days a year. When it comes to customer satisfaction, how do virtual agents compare with live agents?

Virtual Agent 83

Virtual Agent Agent burnout Wait times Chatbots 83

SmartAction

JUNE 27, 2023

Let’s address the common objections and show you how to overcome them with conversational AI and virtual agents. By deploying virtual agents, you can reduce the need for a large workforce to handle routine inquiries. Worried that automation will make your customer interactions feel impersonal? No worries!

Contact Center 84

Contact Center Virtual Agent Agent burnout Self service 84

SmartAction

DECEMBER 15, 2021

With easily scalable virtual agents, hold times are eliminated. Customers are greeted with “How can I help you today?” to self-service for over 100 types of interactions, from the most common to the most nuanced. A live agent deals with anything handled outside of self-service.

Contact Center 79

Contact Center Virtual Agent Agent burnout Self service 79

Balto

MARCH 29, 2023

The AI puts that company’s query at the top of the queue and routes it to the most suitable agent with an Automatic Call Distribution (ACD) system so that they can get support quickly. At the moment of writing this article, the possibility of AI fully replacing human agents is highly unlikely.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52