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From Skeptic to Believer: The Choice Hotels Story on AI-powered Virtual Agents for Voice

SmartAction

When someone calls in, the AI-powered virtual agents will capture some information from like city, state, zip code of where they want to stay, # of occupants, how many nights, check-in and check-out dates, and more. The call is then transferred to our agent along with all the information gathered so they can do the actual booking.

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Millennial Generation Customer Service – The Ultimate Guide

TechSee

With big data and advanced analytics readily available, companies can provide Millennials with the acknowledgement they demand. AI-powered virtual agents. Pay attention. Most top-tier cloud CRM solutions include a self-service engine to manage the knowledge base and help customers solve problems on their own.

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These 8 Technologies Are Transforming the Contact Center

DMG Consulting

Advancements in artificial intelligence (AI), machine learning, Big Data analytics, and mobility are all driving contact center innovation. Bots and the more advanced intelligent virtual agents (IVAs), enabled by AI and machine learning, are rightfully attracting a great deal of attention. Speech analytics.

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The Next Act: The AI-Enabled Contact Center

DMG Consulting

These and many other technological and social innovations have been enabled by mega trends that include big data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart-device” generation), the gig economy, and of course, the cloud.

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“Smart” contact center solutions that use artificial intelligence

DMG Consulting

Machine learning is a method of data analysis that uses statistical algorithms to detect patterns and predict future outcomes without explicit programming. When the application ingests new data, it assimilates the information to “learn” and iteratively adapt its actions.

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How Artificial Intelligence Impacts the Contact Center

The Northridge Group

If that interaction does require routing to a live agent for further processing, the system should transfer all of that relevant information and guide the agent to create a seamless, personalized, and genuine interaction that enables a more efficient, and higher-valued experience. Where can AI help?

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Don’t jump the Gen AI gun to realise returns on AI investments

Connect

By orchestrating first-line customer engagement with intelligent routing, the solution can allocate basic engagements and repetitive tasks to automated AI solutions like chatbots or conversational virtual agents.