CCNG

DECEMBER 11, 2024

A virtual agent that gives all kinds of answers, including different ones for the same issue based on how it’s worded and with no recourse to why or how it gave that answer is simply a no-go. ” Thank you to CCNG member Cognigy for sharing these insights. It must be transparent and auditable ChatGPT is a black box.

Customer Service 195

Customer Service CCNG APIs Entertainment 195

CCNG

JULY 17, 2024

Call routing, interactive voice response and voice-based chatbots are a few examples of that technology. Let’s take modern chatbots for example. You have probably heard of virtual agents in some capacity, generative AI is the logic and fuel behind IVA’s. Automation for a long time required programming.

Contact Center 195

Contact Center CCNG Interactive Voice Response Virtual Agent 195

CCNG

AUGUST 28, 2024

Increases Engagement: Automation enables faster response times, personalized interactions, and 24/7 availability through self-service options such as chatbots and interactive voice response (IVR) systems. Virtual agents engage customers in natural conversations, improving satisfaction and reducing the load on live agents for routine queries.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

Altivon

MARCH 20, 2018

Chatbots, Omnichannel and Cloud are three top trends for contact centers. Chatbots: Prosperous Future or Disaster? Through better web-based content, enhanced IVR, the Internet of Things (IoT), virtual agents and, yes, chatbots. Because each one in its own way increases efficiency and decreases customer effort.

Chatbots 40

Chatbots Contact Center CCNG Multichannel 40