Connect

FEBRUARY 3, 2022

Utilising virtual agents in contact centres isn’t exactly a novel concept, but trends towards newer and more intelligent systems have been improving the customer service landscape. Virtual agents aren’t replacing staff, they’re making them better. Customers are trending towards virtual agents.

Virtual Agent 52

Virtual Agent Chatbots Surveys Technology 52

Calabrio

MARCH 11, 2025

Combine interaction data with CRM insights, customer surveys, and operational metrics to create a truly 360-degree view of the customer journey. Correlate Customer Feedback with Operational Data: Connect CSAT scores and survey responses with specific interaction data to understand the root causes of customer satisfaction or dissatisfaction.

Best practices 52

Best practices Contact Center Chatbots Call Center 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

Interactions

JANUARY 21, 2025

Frantically pushing numbers, getting irrelevant links from a chatbot, or being asked to repeat information by a robot-like voice assistant leaves them frustrated and angry. Thats what you risk if youre still relying on outdated solutions like chatbots or interactive voice response (IVR) tools.

Interactive Voice Response 62

Interactive Voice Response Chatbots Virtual Agent Government 62

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. Total Cost Per Contact.

Self service 146

Self service Metrics Contact Center Virtual Agent 146

Nicereply

OCTOBER 16, 2024

Regularly gather feedback through surveys, reviews, or direct interactions. 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

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.,

Virtual Agent 86

Virtual Agent Chatbots Average Handle Time Consulting 86

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

bold360 Blog

SEPTEMBER 15, 2020

In a chat session, customers can get fast answers to their typed questions, help with their purchases, recommendations on products and services, and other assistance from customer service agents. Live Chat and Chatbots: They Work Best Together. This leaves more time for human agents to focus on complex, higher-value tasks.

Chatbots 90

Chatbots Virtual Agent Customer centricity Customer Support 90

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

Talkdesk

APRIL 14, 2020

Getting help from virtual agents Virtual agents and chatbots usage is increasing across all industries. Based on a survey research, 70% percent of millennials reported positive chatbot experiences and Forbes reported that 66% of surveyed people had interacted with a chatbot within the last month.

Contact Center 81

Contact Center Virtual Agent Chatbots Healthcare 81

TechSee

APRIL 21, 2021

According to a 2021 survey, 65% of U.S. AI enhances existing self-service capabilities, such as smart FAQ and IVR, with the new cognitive capabilities in chatbots or virtual agents. Call centers are busier than ever. consumers have required assistance during the COVID-19 pandemic.

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

SmartAction

FEBRUARY 13, 2024

This involves: Gathering Data : Utilize customer service logs, feedback surveys, and website analytics to understand your most frequent inquiries. This could be through quick surveys or an option for customers to rate their satisfaction with the information provided. This allows virtual agents to provide personalized updates.

Best practices 65

Best practices Management Virtual Agent Chatbots 65

Connect

APRIL 18, 2024

In contact centres, the technology holds the potential to turn clunky chatbots into super-agents that deliver exceptional customer experiences 24×7, boost agent productivity, and drive business success by managing frontline engagement, offloading basic tasks from agents to boost contact centre capacity and first contact resolution (FCR) rates.

Virtual Agent 87

Virtual Agent Chatbots Average Handle Time Engineering 87

Upstream Works

DECEMBER 20, 2022

This improves the agent experience, especially for those working from home and might not have access to a quiet environment. McKinsey’s American Opportunity Survey found that 58% of American workers can work from home at least once a week; 87% said they take the opportunity to work flexibly when they have the chance.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

Creative Virtual

MARCH 14, 2022

If you give visitors to your website the option to self-serve with a chatbot or virtual agent, kudos to you for recognising the importance of easily accessible digital support! Back in the early days, all chatbots were very simple question and answer tools. By Mandy Reed, Global Head of Marketing.

Self service 59

Self service Virtual Agent Chatbots Technology 59

Creative Virtual

AUGUST 5, 2020

A new survey conducted by Econsultancy and Marketing Week with marketers around the world found that, among customer-facing organisations with £50 million or more in annual revenue, 63% of respondents said they observed a “strong trend” of consumers adopting digital features more quickly as a result of COVID-19.

Virtual Agent 52

Virtual Agent Customer Experience Chatbots Self service 52

Netomi

OCTOBER 25, 2021

The Zendesk marketplace has over 1,250 apps and out-of-the-box integrations including Zendesk chatbots to automate conversations, productivity tools, time tracking, collaboration and customer surveys. Companies are turning to sophisticated AI-powered chatbots to further enhance their customer service experience. Answer Bot.

Chatbots 85

Chatbots Enterprise Virtual Agent Self service 85

TechSee

MARCH 7, 2022

A Gartner survey of service leaders found that investing in new and existing customer-facing channels and leveraging AI to enhance customer experience and operational excellence are top priorities for 2022. Self-service platforms decrease overhead and customer support costs while increasing customer engagement. Cost Effectiveness.

Self service 109

Self service Virtual Agent Customer centricity Chatbots 109

Creative Virtual

MARCH 27, 2020

With physical offices and locations closed, many are struggling with the influx of customer questions to their contact centres – an issue that may be compounded by the sudden need to support agents working from home. The post A Successful Self-Service Strategy Requires Looking at the Bigger Picture appeared first on Creative Virtual.

Self service 52

Self service Virtual Agent Chatbots Best practices 52

Creative Virtual

OCTOBER 5, 2020

This three-part blog series explores the business value of using a chatbot or virtual agent to provide easy-to-use self-service, starting with supporting customers. Also take a look at Part 2: Supporting Contact Centre Agents and Part 3: Supporting Employees.

Virtual Agent 52

Virtual Agent Customer Service Chatbots Self service 52

Creative Virtual

APRIL 22, 2020

Each version of the report breaks down the results of a survey conducted with 1,000 consumers in that country on their expectations of a good customer experience. The report then compares those responses with survey responses from organisations on their current and planned self-service offerings and investments.

Self service 52

Self service Customer Experience Virtual Agent Chatbots 52

Liveops

DECEMBER 27, 2018

An article by Contact Center Pipeline analyzes a survey showing few leaders have strategies for preparing people and workflows. Our 2018 survey of more than 750 leaders in customer service reveals eight areas of opportunity, including ways of sourcing high-quality agents and the need to understand the pros and cons of engagement channels.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Lumoa

JUNE 23, 2021

According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022. Advanced Self-Service Tools According to studies, consumers are increasingly becoming self-reliant, preferring to use self-service channels such as live chat (42%) and chatbots (86%) rather than contacting customer support.

Cloud contact 78

Cloud contact Interactive Voice Response Contact Center Chatbots 78

Creative Virtual

OCTOBER 3, 2018

Chatbot technologies are becoming more and more common in the business world, but I think most companies have not realized yet how interdisciplinary these artificial intelligence (AI) tools can be. But what about the long-term pros of having a chatbot? By Laura Ludmany, Knowledgebase Engineer. Long-term benefits go beyond that.

Chatbots 40

Chatbots Banking Advertising outsourcing 40

GetFeedback

APRIL 17, 2019

And, if your tool is capable enough, you can leverage AI-suggested replies and even AI-powered chatbots. Various text templates, suggested replies, customer surveys, the ability to use virtual agents (chatbots) + strong analytics. No one enjoys getting cold and indifferent replies, even if they help.

Customer Service 102

Customer Service CRM Self service Gamification 102

OctopusTech

JUNE 18, 2024

This saves on live agents and speeds up transactions. Use Chatbots for Tier 1 Support AI-powered chatbots can handle straightforward customer queries. This gives agents more time to resolve complex issues that require human insight and judgement. As a result, they can automate simple customer requests.

Call Center 62

Call Center Interactive Voice Response Real estate First call resolution 62

Nicereply

JANUARY 4, 2023

Gartner predicts that by 2030, a billion service tickets will be raised automatically by customer-owned bots , while the trend of customers relying on virtual personal assistants, chatbots, and other self-service tools will grow over the next 10 years. 5 Ways to maintain great customer service at lower costs at 2023. year-over-year.

Customer Service 59

Customer Service Self service Chatbots Surveys 59

Creative Virtual

JUNE 30, 2022

In their 2022 CIO survey, Gartner found that there is a broad demand for digital transformation across industries as well. If you’re looking to add conversational AI to your digital transformation strategy, check out the Guide to Selecting a Virtual Agent or Chatbot Vendor for expert tips.

Virtual Agent 52

Virtual Agent Chatbots Technology Surveys 52

CSM Magazine

MAY 13, 2024

Key Findings Majority of consumers (72%) are open to interacting with AI-powered chatbots if they can quickly resolve issues, with half believing virtual agents will be widely accepted for customer service by 2030. The sample was equally split between genders, with a spread of age groups and geographies represented.

Customer Service 52

Customer Service Virtual Agent Chatbots Surveys 52

Creative Virtual

FEBRUARY 15, 2023

While Creative Virtual’s V-Person solutions successfully automate digital customer service, forcing all customers to only self-serve with a virtual agent is never a good CX decision. Go beyond the typical customer surveys and dig into rich data like conversations with your virtual agent and contact centre.

Virtual Agent 59

Virtual Agent Chatbots Consulting Consulting 59

Creative Virtual

JULY 22, 2020

Survey respondents’ observations about customer behaviour present a very telling story about the challenges of CX today: 68% strongly believe that expectations from customers are rising. 52% believe customers are more willing than ever to switch brands if unsatisfied. 47% believe it is getting harder to please customers.

Virtual Agent 52

Virtual Agent Self service Surveys Customer centricity 52

Creative Virtual

JUNE 2, 2020

In the 2020 edition of The Inner Circle Guide to AI-Enabled Self-Service (available for download in a UK version and in a US version ), ContactBabel surveyed business leaders about their current and planned customer service offerings and investments. The combination of humans and AI makes for an improved customer support experience.

Virtual Agent 52

Virtual Agent Self service Surveys Chatbots 52

Creative Virtual

FEBRUARY 7, 2019

In the survey results published by HR.com at the end of 2018, 79% of Human Resources (HR) professionals responded that chatbots and virtual assistants will become an increasingly viable way for employees to get real-time answers to their HR-related questions. By Liam Ryan, Sales Director.

Virtual Agent 40

Virtual Agent Employee engagement Chatbots Government 40

Creative Virtual

JULY 27, 2022

Contact centres and contact centre agents are under immense pressure, dealing with increased contact volumes, rising customer frustration, and agent attrition. A recent survey of 1000 contact centre leaders in the UK, US, and Australia has revealed a very telling and consistent view that contact centres are hanging on by a thread.

Self service 52

Self service Chatbots Virtual Agent Surveys 52

Netomi

AUGUST 31, 2022

Measuring employee satisfaction with their job, processes and team can alert you to any issues or attrition risks, and as a result retain your agents (and keep recruiting, training and onboarding costs at bay). Take frequent employee surveys, have 1-on-1 check-ins and encourage open communication to understand your employee satisfaction.

Metrics 75

Metrics Customer Service Virtual Agent Average Handle Time 75