SmartAction

APRIL 30, 2024

Enter a new era of customer service technology with NOVA, your Natural Omnichannel Virtual Agent design platform. Our new agent design platform has a myriad of exciting new design features that give businesses the power to access and edit their call flows in a user-friendly interface, with exciting additional upgraded technologies!

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Outsource Consultants

MARCH 14, 2025

AI in Healthcare CX: Smarter, Faster, and More Compliant Healthcare organizations have embraced AI tools like virtual assistants, chatbots, and real-time agent support to dramatically reduce wait times, improve accuracy, and deliver personalized patient interactionsall without sacrificing compliance.

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CSM Magazine

NOVEMBER 5, 2024

The customer experience management market is on track to grow at a 15.4% Another standout feature is case management. It enables agents to track, prioritize, and resolve issues efficiently, creating a straightforward process from start to finish. Next, assign user roles and permissions to organize access within the team.

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Customer Service Management Metrics Consulting 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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Inbenta

OCTOBER 30, 2024

This article discusses 11 powerful applications of NLP, including automated translation to accurately convey meaning, sentiment analysis for understanding customer intent, and virtual chatbots for better customer interactions. Virtual agents and chatbots Thanks to NLP technology, chatbots have become more human-like. 

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Healthcare Chatbots Virtual Agent Banking 52

Connect

MARCH 5, 2025

CX innovation In response, contact centre operators are leveraging AI to craft conversational experiences with basic chatbots and more advanced virtual agents , driving the rise of immersive digital customer experiences (CX). By analysing sentiment and intent, AI-powered virtual agents can field more complex tasks and requests.

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Virtual Agent Chatbots Average Handle Time Self service 55

Netomi

SEPTEMBER 20, 2021

Chatbots are used by 1.4 Companies are launching their best AI chatbots to carry on 1:1 conversations with customers and employees. AI powered chatbots are also capable of automating various tasks, including sales and marketing, customer service, and administrative and operational tasks. What is an AI chatbot?

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SmartAction

MARCH 18, 2019

These omnichannel solutions are known as AI-powered virtual agents. What is an AI-powered virtual agent? At the most basic level, an AI-powered virtual agent can do many things that a live agent can do. By doing so, companies upskill their live agents to do only what a human should do.

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Inbenta

NOVEMBER 13, 2017

And yet humans somehow managed to exist before the World Wide Web was created in 1989. Since then, search has improved exponentially to the point where a personal chatbot to help with our most routine tasks is becoming a reality. One chatbot to rule them all: What is the next step in the search world? Let’s get in touch.

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Engineering Chatbots Self service Virtual Agent 109

CCNG

JULY 17, 2024

Implementation takes time, and change is difficult to manage. 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.

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UJET

DECEMBER 10, 2020

Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport). What, Exactly, Are Virtual Agents? Intelligence Is a Matter of Features.

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Virtual Agent Customer Service Interactive Voice Response Average Handle Time 72

UJET

DECEMBER 10, 2020

Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport). What, Exactly, Are Virtual Agents? Intelligence Is a Matter of Features.

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Virtual Agent Customer Service Interactive Voice Response Average Handle Time 72

CCNG

AUGUST 28, 2024

These technologies work in tandem to help contact centers automate various tasks, such as call scheduling, call routing, answering FAQs, integrating Customer Relationship Management (CRM) systems, gathering customer data in real-time, and more. This leads to reliable operations and consistent customer experience management.

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LiveVox

APRIL 28, 2021

The three main capabilities are chatbots, conversational IVR, and virtual agents, with diverse use cases spanning everything from customer service management, payment processing, and generating and qualifying leads. The post What are Chatbots & How are They Different from IVR and Virtual Agents?

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Interactions

AUGUST 13, 2020

These transactions can be handled by a simple chatbot or IVR system, as not much advanced functionality is needed. A deep knowledge of the customer experience space and conversational design is needed to determine when a live agent, a virtual agent, or both should be used in a given situation.

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AWS Machine Learning

MARCH 29, 2024

In this post, we are focusing on the chat channel to show how to use Amazon Lex and the Amazon Lex Web UI to enable live agents to interact with your customers in real time. For example, the following figure shows screenshots of a chatbot transitioning a customer to a live agent chat (courtesy of WaFd Bank).

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Cloud contact Contact Center Chatbots APIs 118

Solvvy

OCTOBER 12, 2022

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. If the company had a great AI chatbot, the interaction might have been so natural that it took a while to realize that you weren’t actually talking to a human. Introduction to Artificial Intelligence Chatbots.

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TechSee

OCTOBER 23, 2018

With unprecedented advances in algorithms and other machine learning tools, AI-enhanced solutions, such as virtual assistants or chatbots, can learn how to respond, engage or process many standard tasks — including customer service queries. . Online fitness company Verve Health has a chatbot that gives fitness advice.

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Personalization Customer Service Chatbots Analytics 157

Comm100

DECEMBER 16, 2024

A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before. For example, chatbots are a common tool in customer service automation. or How do I reset my password?

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SmartAction

NOVEMBER 22, 2023

The AI-powered voice assistants of today offer a seamless experience, reaching a virtual assistant, in seconds, that can answer customer intentions with just a few words. Contact center managers who embrace and implement this technology reap the rewards of increased efficiency, reduced costs, and a customer experience that fosters loyalty.

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TechSee

OCTOBER 9, 2018

Use AI-based virtual assistants – Millennials are very open to communication with virtual entities – chatbots – including voice-based assistants and visual virtual technician. According to a Retale poll, 86% of Millennials said that brands should use chatbots to promote products and services.

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Creative Virtual

FEBRUARY 13, 2019

By Mandy Reed, Marketing Manager (Global). Chatbots and virtual agents have proven themselves to be quality self-service solutions, being increasingly implemented by smart organisations to provide support and being increasingly preferred by customers and employees for quick, easy access to information.

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Virtual Agent Chatbots Self service Education 40

Calabrio

MARCH 11, 2025

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. However, feedback shouldnt be a one-way street.

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Creative Virtual

NOVEMBER 28, 2019

By Philip Chuck, Territory General Manager, Greater China. Creative Virtual was excited to be invited back to participate again by our partner Continuous Technologies International Ltd (CTINT) in the Symposium held on 31 October and to attend the Gala the following evening.

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SmartAction

FEBRUARY 13, 2024

Having a strong order management strategy can be a key differentiator for businesses. Businesses who thrive at building robust, complete customer journeys harness the power of automation to build self-service solutions in their order management strategy. This feedback will be instrumental in refining your automation system.

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NobelBiz

MARCH 11, 2025

AIs Evolution in Customer Support Not long ago, AI-driven customer service meant robotic phone menus and frustrating chatbot loops that left customers shouting Speak to a representative! ’ Read Case Study The AI Technologies Reshaping Customer Complaints So, how exactly does AI help businesses manage complaints? .”

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Call Center Chatbots Complaint resolution Consulting 52

Creative Virtual

JANUARY 8, 2019

Our customer, Transport for New South Wales, won an impressive three awards for their RITA chatbot during 2018! I couldn’t be more proud of what our team has achieved, and it was beyond what I had dreamt for Creative Virtual. In 2017 we were honoured with The Queen’s Awards for Enterprise: Innovation.

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Virtual Agent Chatbots Transportation Best practices 40

Balto

MARCH 3, 2025

These systems manage basic tasks like appointment scheduling, payment processing, and account inquiries without human intervention. Smart routing systems direct complex issues to skilled agents while resolving simple queries automatically. Chatbots manage basic inquiries, scheduling, and follow-ups.

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Calabrio

MARCH 31, 2025

Generative AI vs. Traditional AI This ability to generate novel contentwhether its a chatbots uncanny responses, top-notch software code, or even molecular structures is what makes the technology so promising in customer service and far beyond. More Accurate Virtual Agents and IVR Elevate your self-service with intelligent virtual agents.

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Contact Center Customer Service Virtual Agent Self service 52

Creative Virtual

OCTOBER 4, 2018

By Mandy Reed, Marketing Manager (Global). Contact centers around the world are celebrating Customer Service Week this week, recognizing their agents who deliver service and support to customers all year long. They are missing a chatbot. But many of those contact centers are missing an important team member.

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Connect

FEBRUARY 2, 2025

This step allows operators to generate insights from raw data by producing the reports and dashboards that the management team requires or has become accustomed to using to continue making decisions on forecasting. The first data layer should aim to close any reporting gaps in the CCaaS solution.

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SmartAction

APRIL 24, 2019

This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents. Best Practice #2: Virtual agents need “guardrails”. There is a fine line between what should be automated by conversational AI and what should be transferred to live agents.

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Connect

OCTOBER 8, 2024

By Craig Smith , CX Automation Manager The adoption of artificial intelligence (AI) across the contact centre is rapidly accelerating, with a survey from unified communications & collaboration research firm Metrigy highlighting that over 70% of contact centre operators increased spending on AI in 2023 and 2024. According to Gartner Inc.,

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Virtual Agent Chatbots Average Handle Time Consulting 86

TechSee

MARCH 19, 2019

Modern contact centers are made up of a complex combination of humans and virtual assistants – using both natural and artificial intelligence – operating over multiple channels and using a wide range of tools to solve customers’ issues. Does the same hold true if a customer wants instructions on using an electronic device?

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DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. The 2017 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions. When: Today, 19 July 2017.

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Virtual Agent Consulting Consulting Marketing 48

Creative Virtual

SEPTEMBER 22, 2022

Having worked in the virtual agent and chatbot field since 2000, I’ve experienced first-hand how these solutions and technologies have changed. The virtual agents of today are certainly not the same as those I was working on 20 years ago. Most recently, the industry has adopted the name of ‘conversational AI’.

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Chatbots Virtual Agent Engineering Technology 52

Upstream Works

JUNE 9, 2022

To provide reporting to management so that agents could be better trained and given the information and tools they needed to do their jobs more easily. They can simplify the agent’s life even more and allow them to provide real value add to the customer experience that only a human can provide.

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