TechSee

SEPTEMBER 21, 2023

Designing Sophie: Generative AI for Service & CX We began working on Generative AI for service about seven years ago, as the shortcomings of chatbots and virtual assistants like Siri and Alexa became clear. These chatbots demanded a lot of effort from users and administrators.

Engineering 109

Engineering Enterprise Chatbots Self service 109

TechSee

MARCH 11, 2024

Industry events and news coverage are full of companies offering Generative AI , Conversational AI, chatbots, and AI Agents. Understanding Conversational AI Conversational AI refers to technologies that users interact with through a natural, conversational interface, like chatbots or virtual agents.

Chatbots 124

Chatbots Enterprise Scripts Virtual Agent 124

AWS Machine Learning

JULY 18, 2023

Amazon Lex is a service that allows you to quickly and easily build conversational bots (“chatbots”), virtual agents, and interactive voice response (IVR) systems for applications such as Amazon Connect. In this solution, we showcase the practical application of an Amazon Lex chatbot with LLM-based RAG enhancement.

Interactive Voice Response 90

Interactive Voice Response Engineering Chatbots Self service 90

Inbenta

JUNE 2, 2021

Many HR teams have challenges to overcome, such as reduced HR budgets or staffing that require them to do more with an HR automation tool that can automate manual tasks, simplify documentation procedures, relieve the burden of HR staff, and ensure compliance. Chatbots can simplify onboarding.

Chatbots 83

Chatbots Self service Virtual Agent Morale 83

AWS Machine Learning

FEBRUARY 6, 2023

In the second part of this series, we describe how to use the Amazon Lex chatbot UI with Talkdesk CX Cloud to allow customers to transition from a chatbot conversation to a live agent within the same chat window. These virtual agents can automate routine tasks as well as seamlessly elevate complex interactions to a live agent.

Cloud contact 76

Cloud contact Self service Contact Center Virtual Agent 76

AWS Machine Learning

SEPTEMBER 29, 2022

For more information about Archy’s OAuth requirements, refer to Prerequisites in the Archy installation documentation. Archy requires either a client ID and secret pair or an authorization token. Choose Add Client.

Virtual Agent 76

Virtual Agent Call flow Interactive Voice Response Contact Center 76

TechSee

MARCH 11, 2024

Industry events and news coverage are full of companies offering Generative AI , Conversational AI , chatbots, and AI Agents. Understanding Conversational AI Conversational AI refers to technologies that users interact with through a natural, conversational interface, like chatbots or virtual agents.

Chatbots 109

Chatbots Enterprise Scripts Virtual Agent 109

Expivia

FEBRUARY 15, 2024

Key Features: Advanced data analysis for real-time insights Predictive modeling to anticipate customer needs Customizable dashboards for a holistic view of service performance Autopilot: The Next-Gen Virtual Agent Autopilot introduces a level of automation and learning capability that redefines the role of virtual agents in customer service.

Virtual Agent 75

Virtual Agent APIs Analytics Chatbots 75

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.

Self service 52

Self service Virtual Agent Chatbots Entertainment 52

Creative Virtual

AUGUST 5, 2021

Projects that get budget approval and management backing are ones that are considered safe bets because they utilize established technologies that have documented business benefits. Deploying conversational AI solutions like chatbots and virtual agents can be risky but doesn’t have to be.

Virtual Agent 52

Virtual Agent Chatbots Technology Employee engagement 52

TechSee

FEBRUARY 12, 2018

Virtual Customer Assistants. Virtual customer assistants – also known as advanced chatbots – provide fast and human-like customer service at first contact. These virtual assistants mitigate the problem of customer frustrations around waiting and resolution times. Virtual agent exhibitors at MWC 2018: Nuance.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

Virtual Customer Assistants. Virtual customer assistants – also known as advanced chatbots – provide fast and human-like customer service at first contact. These virtual assistants mitigate the problem of customer frustrations around waiting and resolution times. Virtual agent exhibitors at MWC 2018: Nuance.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

Avaya

APRIL 10, 2019

25% reduction in agent turnover. Still, I frequently hear customers say: “AI is all hype,” to which I respond with documented ways companies are using AI today and finding huge success. Virtual agents/chatbots – Computer-aided, virtual robots that address basic questions and functions to free human agents to handle more complex ones.

Contact Center 71

Contact Center voip Virtual Agent Analytics 71

Creative Virtual

JANUARY 26, 2023

In some cases, one might be willing to accept a certain risk in exchange for very efficiently making large chunks of information available to a chatbot. However its knowledge is not limitless and so on its own it will not have large parts of the information needed for specific chatbot use cases. Yes, this is absolutely possible.

Virtual Agent 52

Virtual Agent Chatbots APIs Engineering 52

Creative Virtual

AUGUST 18, 2021

Projects that get budget approval and management backing are ones that are considered safe bets because they utilize established technologies that have documented business benefits. Typically, the best method for deploying a chatbot or virtual agent is to use an agile approach, starting small and scaling the solution over time.

Virtual Agent 52

Virtual Agent Chatbots Employee engagement Technology 52

Fonolo

APRIL 6, 2020

Whether it’s on social media, chatbot or other AI technology features, it’s important to know what your customers want and use tools that will help you increase your ROI. It offers you both chat and video to directly connect with clients and it also offers email, document management, social intranet service, calendars and so much more.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

AWS Machine Learning

AUGUST 8, 2024

By integrating generative AI, they can now analyze call transcripts to better understand customer pain points and improve agent productivity. Cisco has also implemented conversational AI experiences, including chatbots and virtual agents that can generate human-like responses, to automate personalized communications based on customer context.

Contact Center 118

Contact Center Engineering Analytics contact center solutions 118

DMG Consulting

OCTOBER 4, 2017

View this document on the publisher’s website. In any case, these three applications can make major contributions to enterprises, customers, and agents, and should be considered by all contact centers as they begin to plan their 2018 budgets. Intelligent Virtual Agents (IVAs). By Donna Fluss.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

Balto

MARCH 17, 2025

Key Security Measures: End-to-end encryption for call recordings Role-based access controls Regular security training for all staff Compliance documentation systems Third-party vendor security assessments Managing Data Quality Garbage in, garbage outthis principle hits particularly hard in call center analytics.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

Call Experts

MAY 8, 2019

Chatbots or virtual agents can address a wide range of features and questions to provide relevant analysis and efficient protocol. Documentation Enhances the Workplace. Do not make the mistake of thinking that AI can replace all human intelligence. Predict the buying behaviors and preferences of your customers.

Customer Experience 65

Customer Experience outsourcing Call Center Virtual Agent 65

CSM Magazine

JUNE 16, 2023

Automated chatbots handle simple queries, while AI assists human agents in resolving complex issues on the spot. Chatbots: redefining CX Imagine a world where people can have their problems addressed instantaneously, without navigating cumbersome menus or waiting for a human to deal with an issue.

Customer Service 52

Customer Service Virtual Agent Chatbots Enterprise 52

Insite Managed Solutions

SEPTEMBER 20, 2018

That’s what we did for one of our clients looking to implement a large self-service initiative: Once you identify your major drivers, with the right technology you can design your knowledge bases to allow virtual agents (chatbots, avatars, etc.) Well documented content can enable virtual agents for self-help.

Self service 40

Self service Virtual Agent Wait times Chatbots 40

Connect

OCTOBER 23, 2023

paving the way for automated AI-enabled chatbots and super-charged, AI-assisted live agents. For instance, AI-based decisioning on call routing allows the contact centre to handle more engagements by protecting agents from contacts as automated intelligent bots can handle common queries or repetitive tasks.

Average Handle Time 70

Average Handle Time CRM Virtual Agent Metrics 70

JustCall

JUNE 25, 2021

Perhaps the most common implementation of sales automation that most of us have interacted with are chatbots. This is where chatbots come into play. Robotic agents as a part of marketing automation also help in redefining the customer journey and creating a hassle-free and seamless online process for the customer.

Sales 52

Sales Chatbots Virtual Agent Marketing 52

ROI CX Solutions

DECEMBER 6, 2024

Improving customer experience (CX) with AI One handy AI call center solution that has received a lot of attention is the introduction of smarter AI chatbots. AI chatbots, virtual assistants, and similar technologies provide an easy way to manage high call volumes.

Contact Center 52

Contact Center call center solutions Call Center Chatbots 52

DMG Consulting

FEBRUARY 25, 2019

View this document on the publisher’s website. Enterprises are starting to leverage sophisticated AI-enabled technologies—intelligent virtual agents (IVAs), robotic process automation (RPA), predictive modeling, and speech analytics—to thrive in the era of the personalized customer journey. By Donna Fluss.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

Global Response

APRIL 17, 2023

That depends on your needs and goals, but in general you should look for: advanced IVR and call routing capabilities automation and AI tools chatbots or virtual agents self-service solutions omnichannel support and robust CRM solutions Remember: modern solutions are often powered by modern technology.

Call Center 62

Call Center outsourcing Bilingual agents Multichannel 62

RichCall

SEPTEMBER 13, 2017

In the worst case, if they were not able to solve their issue, the portal can include a click to call button where they are transferred to an agent and they don’t have to repeat all their information in order to get assistance. Customers have begun to use, and in some cases even prefer, non-agented interactions. Lutz Remmers.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

JustCall

MARCH 9, 2023

You can consider the following aspects: The volume of calls The nature of assistance (IVR-based, chatbots, or human agents) The budget Whether you need on-premises or cloud-based solutions The answers to these questions will help you make the right choice. Their solutions are a one-stop-shop and may put your incumbent CRM out of use.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Uniphore

JULY 21, 2021

Semantic analytics can be used to examine documents with a higher level of intelligence than a pure keyword search. Virtual Customer Assistants A virtual customer assistant (VCA) can help direct customers to the knowledge they need, rather than forcing them to navigate the site on their own.

Best practices 52

Best practices Customer Service Management Contact Center 52

Balto

JANUARY 30, 2025

Customer relationship management (CRM) software stores caller data, including products customers have bought and their history with customer service, allowing agents to provide personalized support. AI-driven automation & virtual agents $50 $100/user/month 4.3 OttoQA Automated quality assurance Custom pricing 4.4

call center software 52

call center software Call Center Multichannel Coaching 52

JivoChat

MARCH 9, 2021

Messaging apps and chatbots allow you to personalize your sales approach. According to Business Insider, almost 40% of global internet users prefer interacting with chatbots instead of virtual agents. A lead could be anyone who takes action, such as interacting with your website or chatbot. Image source ).

Inbound sales 52

Inbound sales Sales Outbound sales Chatbots 52

JustCall

MARCH 10, 2023

The team can also co-edit documents in real time. Further, facilities like automation tools, chatbots, and AI analytics pave the way for the rapid evolution of the public sector. They also ensure that financial teams can document information as required for auditing purposes. in a single, easy-to-use platform.

voip 40

voip Enterprise Government Multichannel 40

JustCall

MARCH 29, 2022

Perhaps the most common implementation of sales automation that most of us have interacted with is chatbots. This is where chatbots come into play. Virtual agents can handle everything from ordering to tracking and query management. The agents do not need to be on their toes at all times. Order Management.

Sales 52

Sales Interactive Voice Response Contact center software CRM 52

JustCall

MARCH 23, 2023

Talkdesk’s dashboard Top Features of Talkdesk Voice engagement – Smart routing based on IVR selection, business hours, and agent skills. Virtual agent – Conversational AI that provides 24×7 customer support. Chatbot – A website chat widget that integrates with the platform.

Interactive Voice Response 52

Interactive Voice Response call center solutions CRM Contact Center 52

SmartKarrot

JUNE 28, 2022

Conversational messaging platforms such as messaging platforms and chatbots offer interconnected capabilities, so both parties get to interact on the platform. With conversational messaging, it is possible to include images, video, audio, documents, etc. Both of them can be addressed via conversational AI such as chatbots.

SaaS 10

SaaS Scripts Chatbots B2B 10

Inbenta

NOVEMBER 15, 2022

Text summarization is the process of shortening a text and generating a concise summary whilst retaining the core idea and message conveyed by the initial document. Sentiment analysis tries to gauge the overall mood of a text or document, by analyzing the language used in these contents. Virtual agents and chatbots.

Chatbots 96

Chatbots Healthcare Banking Abandon rate 96