SmartAction

APRIL 14, 2021

It takes the “smart” virtual agent a whole minute to ask him what’s wrong. It’s obvious that when a c ustomer calls into customer service, they’re calling in as they experience a feeling. Natural inflections and tones begin the process of humanizing a virtual agent. Add personalizatio n.

Virtual Agent 85

Virtual Agent Call flow Personalization Customer Service 85

Creative Virtual

OCTOBER 8, 2021

Just like a puppy isn’t only for the pandemic, customer service insights aren’t only for Customer Service Week. This week of celebrating customer service professionals and successful customer service experiences should just be the beginning of a renewed focus on your own customer service and CX strategies.

Customer Service 105

Customer Service Virtual Agent Chatbots Self service 105

SmartAction

MARCH 18, 2019

But with the evolution of conversational AI and delivery over the cloud, organizations are getting past the limitations of their IVR and automating more conversations than ever before without compromising the Customer Experience (CX). These omnichannel solutions are known as AI-powered virtual agents. Claim Management.

Virtual Agent 69

Virtual Agent Interactive Voice Response Contact Center Chatbots 69

SmartAction

APRIL 11, 2024

In the audio below, you’ll hear a supposed “smart” virtual agent take an entire minute just to ask him what the problem is as a robotic voice interrogates Alex. He’s trying to answer questions while rapidly fumbling through his wallet for a membership ID because this virtual agent has no personalization. Customers do.

Virtual Agent 70

Virtual Agent Interactive Voice Response Call flow Contact Center 70

SmartAction

JUNE 30, 2023

When it comes to customer service, most people believe that good customer service means receiving timely assistance to resolve any issues that may arise with a product or service. This is the difference between good customer service and a great customer experience.

Customer Experience 86

Customer Experience Customer Service Virtual Agent Self service 86

Creative Virtual

JUNE 10, 2020

Chatbots, smart help, virtual assistants, virtual agents, conversational AI – there are lots of names for this automated, self-service technology being used today. Regardless of what you call it, the objective for including it as part of your customer service strategy is to deliver quick, easy access to information.

Virtual Agent 52

Virtual Agent Chatbots Telecommunications Self service 52

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.

Virtual Agent 52

Virtual Agent Banking Self service Government 52

Creative Virtual

DECEMBER 14, 2021

This is something that organisations implementing a self-service virtual agent or chatbot should keep in mind, regardless of whether they are integrating it with live chat. Make it obvious that it is a digital, automated tool with wording such as ‘Please ask our Virtual Agent’.

Virtual Agent 52

Virtual Agent Self service Chatbots Feedback 52

SmartAction

MARCH 6, 2019

In November 2018, SmartAction’s AI-powered virtual agent solution was successfully tested by Avaya in its DevConnect program, a developer community and marketplace for third-party products that interoperate with Avaya technology ( read news release ). SmartAction is the leader in AI-powered virtual agent automation for voice and chat.

Virtual Agent 9

Virtual Agent Self service Contact Center Interactive Voice Response 9

Creative Virtual

JUNE 7, 2022

Virtual agents. Some of you may remember the days when companies wanting to implement customer support on their website believed they had to make a decision: either a virtual agent or live chat; either automated self-service or human-assisted web chat. By Mandy Reed, Global Head of Marketing.

Virtual Agent 52

Virtual Agent Self service Chatbots Metrics 52

Creative Virtual

NOVEMBER 28, 2019

We had more enquiries this year than ever before about using virtual agent and chatbot technology internally to support contact centre agents, relationship managers and other employees. It shortens the time they need to search for information so they can provide a better in-person service experience for customers.

Virtual Agent 52

Virtual Agent Technology Average Handle Time Chatbots 52

Contact Center Pipeline

SEPTEMBER 30, 2022

Welcome to the top 5 blog posts in September! As the start of October will ring in Customer Service Week, it is only fitting that our top post this month is another annual favorite from Susan, bringing you 10 top Customer Service Week inspiration posts full of ways to recognize and show your appreciation for […].

Customer Service 36

Customer Service Virtual Agent B2C Employee engagement 36

Provide Support

JANUARY 10, 2018

How many changes will 2018 bring about for those in customer service? Are chatbots and virtual agents likely to replace humans any time soon? And if so, what does the future hold for human CSRs and what will be the role of AI in customer service then? Published in Provide Support Blog , 2018.

Virtual Agent 70

Virtual Agent Customer Service Chatbots Sales 70

GetFeedback

APRIL 17, 2019

To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support. And they don’t always.

Customer Service 102

Customer Service CRM Self service Gamification 102

Creative Virtual

FEBRUARY 7, 2023

When you consider recent CX research indicates a personalized experience is important for customers in their purchasing decisions, it makes sense that businesses will work towards this in order to improve customer satisfaction. Today personalized virtual agents are delivering more value to organizations than non-personalized solutions.

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

NICE inContact

OCTOBER 12, 2018

With all of the new improvements and changes in modern day customer service technology, it’s no surprise that customer expectations have evolved to follow suit as well. This is the first of four ways that virtual agents are automating the contact center. fewer calls being transferred to live agents.

Virtual Agent 48

Virtual Agent Contact Center Average Handle Time Interactive Voice Response 48

Creative Virtual

OCTOBER 13, 2020

This means that companies are always on the hunt for ways to meet those expectations, build brand loyalty and deliver a better customer experience. At Creative Virtual, we recognised these global celebrations with a special series of blog posts written by members of our expert team and published throughout the week.

Customer Service 59

Customer Service Virtual Agent Self service Chatbots 59

SmartAction

JANUARY 11, 2019

AI-powered virtual agents present significant potential to improve the customer experience (CX) via call center automation. Leaders should focus more on the actual ways in which AI-powered customer service can provide practical solutions to specific CX-related challenges.

Virtual Agent 46

Virtual Agent Contact Center Interactive Voice Response Call Center 46

SmartAction

APRIL 11, 2024

In the audio below, you’ll hear a supposed “smart” virtual agent take an entire minute just to ask him what the problem is as a robotic voice interrogates Alex. He’s trying to answer questions while rapidly fumbling through his wallet for a membership ID because this virtual agent has no personalization. Customers do.

Virtual Agent 52

Virtual Agent Interactive Voice Response Call flow Contact Center 52

SmartAction

JULY 29, 2021

Myth #1: Customers don’t use the phone for customer service anymore. Customer service can come in many different forms, thanks to our modernized world: email, online chat, social media, in-person, text. Virtual agents are made to take over the calls that require quick resolution with minimum human effort.

Virtual Agent 111

Virtual Agent Call Center Contact Center Engineering 111

SmartAction

OCTOBER 25, 2023

In today’s rapidly evolving customer service landscape, businesses face a multitude of choices when it comes to interacting with their customers. The advent of digital communication channels such as chat, email, and social media has provided convenient alternatives for customer inquiries.

Interactive Voice Response 91

Interactive Voice Response Customer Service Virtual Agent Self service 91

Creative Virtual

OCTOBER 5, 2020

Happy Customer Service Week! Today we kick off the annual week-long international celebration of the importance of customer service, the people who deliver that service and the impact it has on successful business practices. By Mandy Reed, Global Head of Marketing.

Virtual Agent 52

Virtual Agent Customer Service Chatbots Self service 52

Creative Virtual

OCTOBER 6, 2022

Back in 2014, the International Customer Management Institute (ICMI) published a report titled The Growing Need for Multilanguage Customer Support. Over half acknowledged that offering support in a customer’s native language was a competitive differentiator. A translation engine is utilised to translate that input into English.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

Creative Virtual

OCTOBER 3, 2022

Happy Customer Service Week! Observed every year during the first full week of October, Customer Service Week is an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis. The Generic ‘Chat Now’: Virtual Agent or Live Chat?

Customer Service 52

Customer Service Virtual Agent Self service Chatbots 52

SmartAction

JANUARY 28, 2019

AI-powered virtual agents present significant potential to improve the customer experience (CX) in the contact center. With innovations in speech recognition and cloud-enabled delivery, AI can actually outperform humans across dozens of use cases—a claim few IVRs, chatbots, or other customer service automation systems can make.

Virtual Agent 49

Virtual Agent Interactive Voice Response Self service Contact Center 49

Nicereply

OCTOBER 16, 2024

Aventon, a company known for its quality electric bikes, prioritizes customers by offering a two-year warranty and free shipping upfront, ensuring peace of mind with every purchase. Plus, Aventon uses a virtual agent chatbot to resolve general queries on the go. But that doesn’t always have to be the goal. An example?

Education 52

Education Entertainment Feedback Chatbots 52

SmartAction

DECEMBER 12, 2023

This isn’t merely a change in our logo or colors; it’s a reflection of our growth, our learning, and our renewed commitment to delivering outstanding AI-powered customer service solutions. Listening to Our Customers: The Genesis of Change The idea of a brand refresh started where all great ideas do — with our customers.

industry standards 79

industry standards Customer Service Automotive Virtual Agent 79

IdeasUnlimited

JULY 28, 2022

Although, traditionally inbound and outbound calling have been an integral part of customer experience. However, for the purpose of this blog, we will only be reviewing methods in which customer experience can be improved using inbound calling in call centers. Increasing Revenue Using Customer’s Buying Journey.

Customer Service 59

Customer Service Virtual Agent Call Center Abandon rate 59

SmartAction

FEBRUARY 27, 2023

When it comes to customer service, businesses have a variety of tools at their disposal to make the process as smooth and efficient as possible. Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). Can be a frustrating customer experience. Available 24/7. Higher containment.

Interactive Voice Response 78

Interactive Voice Response Contact Center Virtual Agent Self service 78

Creative Virtual

OCTOBER 4, 2021

Happy Customer Service Week! It’s the first full week of October, and that means it is time once again for the annual week-long global celebration of the importance of customer service, the people who deliver that service, and the impact it has on business success. By Mandy Reed, Global Head of Marketing.

Customer Service 52

Customer Service Virtual Agent Chatbots Self service 52

SmartAction

SEPTEMBER 16, 2022

Conversational AI is making the contact center and customer service industries better than ever. The ability of conversational AI technology to detect and understand speech are two of the biggest challenges faced by the Intelligent Virtual Agent (IVA). Speech recognition is identifying the words that a customer says.

Interactive Voice Response 93

Interactive Voice Response Virtual Agent Contact Center Engineering 93

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

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. Award Winner Second Year in a Row.

Contact Center 116

Contact Center Technology contact center solutions Virtual Agent 116

SmartAction

NOVEMBER 30, 2021

Customer experience has been on a path of transformation since the days of "Press 1 for." pay my loan, check my balance, or transfer funds," which became the new way to start a customer service conversation through traditional speech IVRs around 2016. The virtual agent can then assist the customer with the utmost accuracy.

Virtual Agent 84

Virtual Agent Interactive Voice Response Contact Center Customer Experience 84

AWS Machine Learning

FEBRUARY 6, 2023

This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk. Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots.

Cloud contact 97

Cloud contact Self service Contact Center Virtual Agent 97

SmartAction

NOVEMBER 22, 2023

If you’re using old IVR technology in your contact centers, you know its limitations and how frustrating it can be for your customers – press 1, press 2, and press * to go back to the main menu. It better understands customer intent and utilizes machine learning (ML) technology to generate an intelligent response. Collaborate.

Contact Center 91

Contact Center Interactive Voice Response Virtual Agent Management 91

Creative Virtual

OCTOBER 4, 2021

The first week of October is when the world celebrates Customer Service Week every year. I became a new dad on 29th June and recently have been realising the parallels between being a parent to a young baby and serving customers. I guess that says it all: the customer is only important for sales!

Virtual Agent 59

Virtual Agent Customer Service Sales Personalization 59