Creative Virtual

APRIL 30, 2020

Customers are taking to social media to complain about being unable to get through to call centres and being disconnected after waiting on hold for hours. Companies are asking customers to avoid calling them and adding notifications about long call wait times on their websites.

Virtual Agent 78

Virtual Agent Self service Customer Experience Government 78

Interactions

SEPTEMBER 2, 2021

Bank technology is shifting. Once only powered by human agents, the first automated technology that was introduced in the contact center acted mainly as a way to redirect calls to the right department. Specifically in banking, there are multiple challenges to customer service. That all comes down to conversation design.

Banking 62

Banking Virtual Agent Self service Wait times 62

AWS Machine Learning

SEPTEMBER 29, 2022

As a result, customers benefit from reduced wait time and faster call resolution time, especially during peak hours. The Content Designer AWS Lambda function saves the input in Amazon OpenSearch Service in a questions bank index.

Virtual Agent 97

Virtual Agent Call flow Interactive Voice Response Contact Center 97

SmartAction

FEBRUARY 20, 2024

As we venture further into the digital age, Artificial Intelligence (AI) and voice automation are becoming key players in enhancing customer experiences and streamlining banking operations. Let’s explore the pivotal role of automation in financial services, focusing on its impact on customer service and the future of banking.

Banking 76

Banking Self service Virtual Agent APIs 76

UJET

MARCH 22, 2021

We can order groceries online and have them delivered to our doorstep, or get curbside pickup at just about any brick and mortar store to avoid wait times and lines. We’ve got tele-medicine, tele-banking, tele-justice, tele-schooling, and tele-commuting. Conversational AI & Virtual Agents. The list goes on.

Interactive Voice Response 82

Interactive Voice Response Virtual Agent Contact Center Self service 82

Creative Virtual

APRIL 14, 2020

We can always clearly see social patterns and trends being reflected in the usage of our virtual agents. During crisis times, no matter how big or small, the usage stats always jump up and the vast majority of the increase can often be attributed to those recent events or announcements.

Customer Support 52

Customer Support Virtual Agent Banking Self service 52

3CLogic

JANUARY 24, 2024

Are they met by long wait times and low-performing agents? Are your agents spending considerable time answering common requests (password resets, case status updates, etc.), potentially limiting their ability to answer complex inquiries and increasing call wait times? Or is the opposite true?

Contact Center 64

Contact Center Virtual Agent Self service Coaching 64