Calabrio

MARCH 25, 2025

Customer Experience Why Chatbot QA Must Be a Top Priorityand How AI Can Help Share Customers know what they want and when they want itpreferably, now. Its no wonder, then, chatbots are becoming an increasingly popular feature of the customer service landscape. However, this doesnt mean chatbots are foolproof. The takeaway?

Chatbots 52

Chatbots Analytics Contact Center Quality management 52

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.

Healthcare 67

Healthcare Customer Support Virtual Agent outsourcing 67

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?

Chatbots 126

Chatbots APIs Surveys Analytics 126

LiveVox

SEPTEMBER 9, 2021

Are you still wondering what all the chatbot hype is about? Although these virtual assistants are not chatbots per se, they are audio chatbots, if you will. The post Meet eLVee, LiveVox’s New AI Virtual Agent appeared first on Livevox. The benefits of implementing a […].

Virtual Agent 52

Virtual Agent Chatbots Customer Experience 52

TechSee

SEPTEMBER 21, 2023

Meet Sophie AI Sophie’s MultiSensory AI fuses data, text (LLMs), audio, speech and visual AI. 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.

Engineering 109

Engineering Enterprise Chatbots Self service 109

CCNG

AUGUST 28, 2024

Optimizes Operations: Contact center automation optimizes operations by streamlining processes and ensuring tasks meet SLAs. 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.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

TechSee

NOVEMBER 13, 2018

Customer Service centers have placed high hopes on chatbots, investing large sums in the technology’s automated ability to help customers help themselves. With the right tools, chatbots can be transformed into superheroes that handle huge volumes of customer inquiries, while improving CX and reducing costs.

Chatbots 84

Chatbots Virtual Agent Contact Center Enterprise 84

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.

Virtual Agent 56

Virtual Agent Chatbots Average Handle Time Self service 56

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.

Virtual Agent 72

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.

Virtual Agent 72

Virtual Agent Customer Service Interactive Voice Response Average Handle Time 72

Creative Virtual

JANUARY 28, 2021

Ask any seller of a highly complex and customizable chatbot or virtual agent system about cost and you’re likely to get an evasive answer. Increasingly, in this ever-saturating market, it’s easy to find elements of chatbot pricing (i.e., The truth is, building a successful chatbot is not purely a question of technology.

Chatbots 98

Chatbots Consulting Consulting Virtual Agent 98

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?

Customer Service 52

Customer Service Chatbots Omni-channel support Self service 52

Talkdesk

FEBRUARY 13, 2020

AI-powered conversational assistants, or “virtual agents”, can quickly deliver the answers and outcomes over voice-enabled channels. When you already have a deep knowledge base, a strong CRM engine and the conversational transcript, it is time to build a virtual agent that can turn any time into your prime time for great CX.

Virtual Agent 54

Virtual Agent Customer Experience B2C Self service 54

Creative Virtual

NOVEMBER 28, 2019

We had more enquiries this year than ever before about using virtual agent and chatbot technology internally to support contact centre agents, relationship managers and other employees. Another organisation is using our natural language processing (NLP) capabilities to enhance their agent desktop.

Virtual Agent 52

Virtual Agent Technology Average Handle Time Chatbots 52

Creative Virtual

JUNE 7, 2022

Virtual agents. Some of you may remember the days when companies wanting to implement customer support on their website believed they had to make a decision: either a virtual agent or live chat; either automated self-service or human-assisted web chat. Adding a virtual agent to an existing live chat deployment.

Virtual Agent 52

Virtual Agent Self service Chatbots Metrics 52

Creative Virtual

DECEMBER 21, 2020

One of our goals this year became sharing our deep knowledge and extensive experience with virtual agent, chatbot and live chat solutions with you so that you could also meet the challenges you faced supporting employees and customers.

Virtual Agent 98

Virtual Agent Chatbots Education Technology 98

Creative Virtual

JULY 10, 2020

Back in April I took a look at the impressive spike in virtual agent traffic starting in late February and early March that surpassed anything Creative Virtual had seen in over 16 years of being in the industry. I’m curious to continue to watch how virtual agent traffic fluctuates as coronavirus-related restrictions change.

Virtual Agent 52

Virtual Agent Banking Self service Government 52

Connect

OCTOBER 8, 2024

The report states that the number of AI-assisted customer interactions continues to increase, with most applications used to augment live agent engagement, instead of fully offloading to a virtual agent. Overall, Gartner estimates that contact centre AI will handle 14% of all interactions by 2027.

Virtual Agent 91

Virtual Agent Chatbots Average Handle Time Consulting 91

Creative Virtual

FEBRUARY 2, 2022

In their whitepaper The Virtual Insurance Agent , ITL takes a detailed look at how conversational AI is allowing insurance companies to greatly improve their customer experiences while also reducing costs. They can: Create better customer experiences and meet expectations for digital support.

Virtual Agent 98

Virtual Agent Chatbots Self service Contact Center 98

CSM Magazine

NOVEMBER 5, 2024

Dynamics 365 meets this need by enabling companies to handle inquiries, feedback, and issue resolutions all in one place. It enables agents to track, prioritize, and resolve issues efficiently, creating a straightforward process from start to finish. Staying current ensures your team has the tools needed to meet evolving demands.

Customer Service 52

Customer Service Management Metrics Consulting 52

Balto

MARCH 3, 2025

The most effective automation tools include: Interactive Voice Response (IVR) systems AI-powered chatbots Automated email responses Virtual agents for basic troubleshooting Call center automation refers to the strategic use of technology to handle repetitive and time-consuming tasks within a call center.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 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. Going to the Palace and meeting the Queen, Prince Philip and other members of the Royal Family was incredible.

Virtual Agent 40

Virtual Agent Chatbots Transportation Best practices 40

CSM Magazine

MARCH 6, 2025

Helpful Resources If your issue doesnt require a live agent, Microsofts chatbot provides intelligent support with links to relevant help articles, videos, and FAQs. Choose the “Chat” Option : You can choose to speak with an agent via chat. This ensures that even simple problems are resolved quickly.

Virtual Agent 52

Virtual Agent Wait times Chatbots Accountability 52

Creative Virtual

MAY 4, 2021

Forrester analyst, William McKeon-White writes about this as part of his research on help desk chatbots. If users don’t have a good experience with the chatbot, they won’t keep using it. Your chatbot or virtual agent should be designed to create a better experience by providing quick, easy support.

Virtual Agent 95

Virtual Agent Chatbots Self service Contact Center 95

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. Yesterdays approach to quality assurance is no longer enough, either.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Nicereply

OCTOBER 16, 2024

By meeting or even exceeding this expectation, you can enhance customer satisfaction. So, aim to respond to customer inquiries and issues promptly through quick response methods like chatbots, phone support, and ticket systems. Plus, Aventon uses a virtual agent chatbot to resolve general queries on the go.

Education 52

Education Entertainment Feedback Chatbots 52

CSM Magazine

SEPTEMBER 17, 2020

Conversational AI (aka intelligent chatbots or virtual agents) combines artificial intelligence (AI) and automation to streamline customer interactions across channels. Simplifying the creation and maintenance of virtual agents across the enterprise is critical. Essentially, it is what makes a Virtual Agent smart.

Virtual Agent 98

Virtual Agent Customer Service Contact Center Chatbots 98

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.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

The Northridge Group

SEPTEMBER 27, 2017

Besides Chatbots and Virtual Assistants, which operate on a more obvious human interaction level, AI in the contact center is gaining momentum in other ways including the routing, prioritization, and handling of calls. Chatbots, Virtual Agents, and dynamic routing are examples of how AI can help during customer interactions.

Contact Center 136

Contact Center Calibration Analytics Chatbots 136

Talkdesk

APRIL 14, 2020

A cloud contact center easily scales up and down to meet volatile demand while maintaining call quality and enabling analytics tools that provide insights in real-time. It is the go-to option to keep agent performance and contact center KPIs on track. The chart below shows this behavior.

Contact Center 81

Contact Center Virtual Agent Chatbots Healthcare 81

NobelBiz

JANUARY 10, 2021

For some time now, Chatbots have become famous in contact centers. It is an artificial intelligence tool that can be described as a virtual agent. As a result, a Chatbot is presented as a real solution for improving customer experience in a call center. How does a Chatbot Revolutionize Customer Experience?

Chatbots 52

Chatbots Call Center Virtual Agent Scripts 52

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.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

NobelBiz

JANUARY 10, 2021

Mobility, flexibility, automation… the development of chatbots is the inevitable result of a ten-year technological convergence that has swept across all companies and contact centers. The chatbot, as a conversational robot embedded into a messaging app, enables the creation of a new communication experience with users.

Chatbots 52

Chatbots Contact Center Virtual Agent Scripts 52

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

TechSee

APRIL 21, 2021

Intelligent collaboration tools are trending in the call center to meet this need of connecting agents with their colleagues and supervisors in order to better serve their customers. AI enhances existing self-service capabilities, such as smart FAQ and IVR, with the new cognitive capabilities in chatbots or virtual agents.

Call Center 136

Call Center Contact Center Self service call center solutions 136

SmartAction

NOVEMBER 22, 2023

Conversational AI technology over the phone goes beyond chatbots to leverage the power of voice and offer a more personal experience. Conversational AI helps them out of what seems to be an endless cycle of button pressing and voice prompts to connect them immediately with a virtual agent. All of which increase profitability.

Contact Center 91

Contact Center Interactive Voice Response Virtual Agent Management 91

AWS Machine Learning

APRIL 8, 2025

Automated customer Service To handle the thousands of daily customer inquiries, iFood has developed an AI-powered chatbot that can quickly resolve common issues and questions.

Engineering 102

Engineering Virtual Agent Management Technology 102