SmartAction

MAY 12, 2021

Whether it’s using the self-checkout station or resetting your password, one thing is certain — customers love self-service. Either way, the demand for customer self-service options has been trending upwards in recent years and skyrocketed exponentially last year, largely in part due to COVID. Conclusion.

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Self service Virtual Agent Technology 82

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.

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Cloud contact Self service Contact Center Virtual Agent 84

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. The LLM-powered QnABot can also play a pivotal role as an automated real-time agent assistant.

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Self service APIs Transportation Contact Center 128

SmartAction

OCTOBER 27, 2021

Say goodbye to the days of speaking to an AI virtual agent that doesn’t comprehend in natural language! SmartAction has been doing pretty amazing things in conversational AI self-service, and back in August, we showcased our new developments at ICMI’s virtual event. It doesn’t stop there.

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Self service Virtual Agent Chatbots Technology 76

SmartAction

APRIL 24, 2019

This is the second of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Read Part 1 here >> Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice.

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Virtual Agent Self service Best practices Chatbots 47

SmartAction

OCTOBER 23, 2020

As you mentioned, we’ve been on this transformative journey with AI self-service over the voice channel for about 5 years now, and we’ve had a number of growing pains along the way. Pauline Aponte: We automate self-service for a number of interactions but the biggest would be in the area of reservations and rewards management.

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Virtual Agent Self service Upselling Big data 85

SmartAction

APRIL 15, 2019

Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handled by live agents. Automate More with Virtual Agents.

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Self service Virtual Agent Interactive Voice Response Best practices 60

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.

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Virtual Agent Banking Self service Government 52

Creative Virtual

MARCH 14, 2022

If you give visitors to your website the option to self-serve with a chatbot or virtual agent, kudos to you for recognising the importance of easily accessible digital support! Both current and potential customers appreciate being able to engage with automated self-service anytime, anywhere.

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Self service Virtual Agent Chatbots Technology 59

Creative Virtual

MAY 28, 2020

Do you have a chatbot or virtual agent on your roadmap? Do you need to upgrade a poor performing self-service tool? Are you curious about successful use cases for AI-enhanced virtual agents? Questions to ask when selecting a chatbot or virtual agent solution. Can’t attend the live event?

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Virtual Agent Chatbots Self service Best practices 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’.

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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 ). Why Avaya Validated the SmartAction AI Self-Service Solution.

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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.

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Virtual Agent Self service Chatbots Metrics 52

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. You want to ask: How can I ensure my chatbot or virtual agent is: Providing accurate and personalised information?

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Virtual Agent Chatbots Telecommunications Self service 52

Creative Virtual

FEBRUARY 7, 2023

I like customer service expert Shep Hyken’s take on this in his blog post, Don’t Just Personalize the Customer’s Experience – Individualize It. For nearly a decade now, we’ve talked about our virtual agents and chatbots delivering a personalized self-service experience – with no marketing spin required!

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Personalization Virtual Agent Chatbots Self service 105

Creative Virtual

MARCH 25, 2021

During the past year, more customers have turned to digital channels and automated self-service for support. Usage of virtual agents and chatbots exploded with record-breaking levels of traffic. The truth is this technology has been used in areas such as website self-service for over two decades.

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Self service Virtual Agent Chatbots outsourcing 59

SmartAction

NOVEMBER 14, 2019

Purchasing Power ® , a large eCommerce company that enables employers to offer employee purchase programs, recently won the “Excellence in Self-service” award from Frost & Sullivan. Can you share your origin story as to what put you on the path to consider conversational AI self-service?

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Self service Virtual Agent Analytics Accountability 55

Creative Virtual

SEPTEMBER 9, 2020

We take great pleasure in introducing this newly created whitepaper from Creative Virtual as it has a lot of straight talk about one of our favourite subjects: user experience in the realm of self-help tools. This is the sort of invaluable consultation experience you will receive when you work with the right virtual agent vendor.

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Virtual Agent Chatbots Self service Consulting 52

SmartAction

JUNE 29, 2021

Virtual agents have proven to reduce hold times by 50% or more. They’ve also been proven to handle 1000+ additional appointment reservations per month than just a call center with live agents. Front Door & Authentication: Greeting customers is a natural experience through virtual agents.

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Virtual Agent Self service Call Center Customer Experience 104

Creative Virtual

JANUARY 12, 2021

Having innovation at the heart of our company culture at Creative Virtual has served the company well, but only because we innovate with the objective of delivering products and services that genuinely help our customers meet their goals in increasingly better ways. As a company we are proud to receive this recognition for innovation.

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Self service Virtual Agent Chatbots Consulting 52

Creative Virtual

MARCH 27, 2020

With physical offices and locations closed, many are struggling with the influx of customer questions to their contact centres – an issue that may be compounded by the sudden need to support agents working from home. Organisations with an existing self-service solution have a definite advantage.

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Self service Virtual Agent Chatbots Best practices 52

Creative Virtual

APRIL 2, 2020

Advancements over the past several years in conversational AI technologies, including chatbots and virtual agents, have made them a go-to solution for providing cost-effective and easy-to-use support on digital channels. They also give organisations the opportunity to get self-service projects both deployed and performing well quickly.

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Self service Virtual Agent Chatbots Government 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.

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Virtual Agent Technology Average Handle Time Chatbots 52

SmartAction

OCTOBER 2, 2018

Electrolux, the 2nd largest home appliance manufacturer in the world who sells under a variety of brand names worldwide like Frigidaire and AEG, made the transformation to AI-powered virtual agents six months ago to automate more in their contact center. 14% of callers request a live agent transfer. 9% of callers hang up.

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Virtual Agent Average Handle Time Contact Center outsourcing 48

Creative Virtual

MAY 14, 2020

Just as customers are increasingly adopting self-service channels, employees are also increasingly open to using self-help options. In particular, AI-enhanced virtual agents and chatbots empower employees to self-serve when and where they need help, reducing support costs while at the same time improving the employee experience.

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Self service Virtual Agent Chatbots Technology 52

Creative Virtual

APRIL 9, 2020

So far in this series we have discussed using chatbots, virtual agents and conversational AI to offer easy-to-use customer self-service (Part 1) and as an Agent Assist tool to support contact centre agents (Part 2). By Chris Ezekiel, Founder & CEO.

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Self service Virtual Agent Chatbots Entertainment 52

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. Today’s virtual agents are far from the robotic voices of the past. No worries!

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Contact Center Virtual Agent Agent burnout Self service 84

Creative Virtual

APRIL 22, 2020

In the recently published report The Inner Circle Guide to AI-Enabled Self-Service (available for download in a UK version and in a US version ), ContactBabel takes a deep dive into the current status of CX self-service technologies, use cases and customer preferences.

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Self service Customer Experience Virtual Agent Chatbots 52

NICE inContact

MAY 21, 2019

In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. It seems like self-service options are everywhere these days. And I know I am not the only fan of faster self-service. What’s your strategy? Many Options.

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Self service Interactive Voice Response Virtual Agent Benchmark 54

Creative Virtual

OCTOBER 8, 2021

Drawing from his own experiences and those of Creative Virtual’s global team, Chris will share expert recommendations for how your organization can maximize the benefits of conversational AI technology. Conversational AI solutions, like chatbots and virtual agents, can have a powerful impact on customer loyalty and retention.

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Customer Service 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. Now more than ever, customers want fast and efficient service.

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Virtual Agent Contact Center Average Handle Time Interactive Voice Response 48

Creative Virtual

FEBRUARY 2, 2022

From selecting coverage and understanding benefits to confirming payments and filing claims, both policyholders and agents need information that is customized to them. The technology has the capability to both provide the best self-service options to customers and improve insurers’ interactions with agents.

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Virtual Agent Chatbots Self service Contact Center 98

Cisco - Contact Center

AUGUST 3, 2020

This open platform architecture enables our customers to easily add and integrate with advanced cloud applications such as AI-based virtual agents, advanced data analytics, workforce optimization, and other Webex applications, including Webex Experience Management, Webex Calling, and Webex Control Hub.

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Contact Center Technology contact center solutions Virtual Agent 116

SmartAction

FEBRUARY 21, 2020

Fabletics leverages a Virtual Agent to interact with their customers every time you call them. If you have multiple self-service destinations and a variety of agent skill-sets, it’s in your best interest to allow the user to tell you why they called. Keep it Conversational. But many should be.

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Virtual Agent Self service Best practices Enterprise 55

Creative Virtual

APRIL 21, 2022

Here are a few questions to ask about your customer service to help make it more pleasant than cleaning a toilet: Do you make it easy for customers to reach your contact center? Self-service options like chatbots and virtual agents are increasingly preferred by customers, but they can’t – and shouldn’t!

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Customer Support Interactive Voice Response Virtual Agent Contact Center 105

SmartAction

MAY 6, 2019

This is the third of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Read Part 1 and Part 2 first!

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Self service Virtual Agent Best practices Contact Center 45

SmartAction

JANUARY 25, 2019

AI Self-Service Solutions Demonstrate Their Impact. This is no less true in the pursuit of an improved CX, where advanced speech recognition capabilities have finally allowed contact centers to access the vast cognitive abilities that Artificial Intelligence (AI) self-service has to offer. 5% fewer calls to live agents.

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Virtual Agent Self service Healthcare Contact Center 45