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

You have probably heard of virtual agents in some capacity, generative AI is the logic and fuel behind IVA’s. Thanks to CCNG member InflowCX for sharing these insights and assisting CCNG members over the years with tech insights and experience.

Contact Center 195

Contact Center CCNG Interactive Voice Response Virtual Agent 195

CCNG

AUGUST 28, 2024

Virtual agents engage customers in natural conversations, improving satisfaction and reducing the load on live agents for routine queries. For the past several years Patrick has been an active CCNG member offering insights and perspectives to the benefit of his peers.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

CCNG

FEBRUARY 21, 2024

Generative AI plays a pivotal role in increasing self-service containment rates — the rate at which a successful resolution was found for a customer query without involving a human agent. Virtual agents can leverage GenAI to provide responses to a wide range of customer inquiries at any time during the day.

Technology 195

Technology Customer Service Virtual Agent Self service 195

Altivon

MARCH 20, 2018

Through better web-based content, enhanced IVR, the Internet of Things (IoT), virtual agents and, yes, chatbots. For more about Driving Contact Center Change, watch our recent conversation with David Hadobas of CCNG “ Contact Center Journey—from Here to Where? ”. How is that possible?

Chatbots 40

Chatbots Contact Center CCNG Multichannel 40