Case Study Self service Virtual Agent 
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.
EPIC Connections
FEBRUARY 19, 2019
A case study: A major financial company had automation, but the system was outdated. Complex IVR call flows prevented most callers from successfully navigating the self-service features, so 98% of their calls required agent assistance, resulting in a very high average cost per call. Save over 11,600 agent hours.
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Creative Virtual
JUNE 2, 2020
Newer channels, such as messaging apps, have entered the mix and preferences are shifting more and more towards digital self-service as a first choice. Yet even with these changes, customers still sometimes want or need to reach out to a human agent in the contact centre.
Creative Virtual
MAY 13, 2021
Within many companies, the digital customer service experience has evolved slowly and separately from other pieces of the support puzzle, such as the contact centre. For many years, when having a static set of FAQs on a website was enough for online self-service, organisations could get away with that siloed approach.
Creative Virtual
FEBRUARY 7, 2019
That’s changing though as organisations add AI, chatbots and virtual agents to their 2019 roadmaps and digital workplace initiatives. The agenda for the forum included a variety of speakers covering current workplace case studies and predictions for the future of the digital workplace.
NobelBiz
OCTOBER 15, 2024
’ Read Case Study 5. Enhanced Self-Service Options The future of customer engagement is all about empowering the customers to solve their problems on their own. By 2025, self-service will include AI-driven IVR, which will answer more complex queries through speech recognition and NLP.
CSM Magazine
JUNE 12, 2020
While retailers utilize a wide range of support options such as human and virtual agents, social media, or mobile apps, existing single and multi-channel support systems necessitate access to each channel separately. While efficient and less expensive, many companies are reluctant to discontinue human agent support.
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