ShepHyken

DECEMBER 8, 2017

For instance, IVRs and artificial intelligence enabled Chatbots can make the customer service easier and efficient. Chatbots which work like virtual agents can solve basic query and transfer a call to ‘live agents’ in case of escalation. A good CRM tool can also be put in place.

Contact Center 114

Contact Center Customer Service Virtual Agent Chatbots 114

CCNG

JULY 17, 2024

Call routing, interactive voice response and voice-based chatbots are a few examples of that technology. Let’s take modern chatbots for example. then implementing a data gathering tool like Observe.ai These are great analytics tools that help you understand the intent of your customer and more.

Contact Center 195

Contact Center CCNG Interactive Voice Response Virtual Agent 195

Creative Virtual

MAY 28, 2020

Do you have a chatbot or virtual agent on your roadmap? Do you need to upgrade a poor performing self-service tool? Are you curious about successful use cases for AI-enhanced virtual agents? Questions to ask when selecting a chatbot or virtual agent solution. Can’t attend the live event?

Virtual Agent 52

Virtual Agent Chatbots Self service Best practices 52

Creative Virtual

SEPTEMBER 9, 2020

We take great pleasure in introducing this newly created whitepaper from Creative Virtual as it has a lot of straight talk about one of our favourite subjects: user experience in the realm of self-help tools. This is the sort of invaluable consultation experience you will receive when you work with the right virtual agent vendor.

Virtual Agent 52

Virtual Agent Chatbots Self service Consulting 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

CCNG

AUGUST 28, 2024

By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience. Choose the Right Partner: Select a partner offering intuitive and innovative automation tools that seamlessly integrate with your existing systems. from 2022 to 2030.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

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.

Virtual Agent 69

Virtual Agent Interactive Voice Response Contact Center Chatbots 69

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

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. Automation also includes tools like ticketing systems.

Customer Service 52

Customer Service Chatbots Omni-channel support Self service 52

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

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 55

Virtual Agent Chatbots Average Handle Time Self service 55

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.

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94

TechSee

OCTOBER 9, 2018

Utilize robust self-service tools such as FAQs, AI-powered knowledge bases and virtual technicians to help them find answers by themselves quickly. Use AI-based virtual assistants – Millennials are very open to communication with virtual entities – chatbots – including voice-based assistants and visual virtual technician.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

Balto

MARCH 3, 2025

Smart automation targets repetitive tasks like appointment scheduling and basic inquiries, freeing up human agents to handle complex issues that require empathy and critical thinking. Smart routing systems direct complex issues to skilled agents while resolving simple queries automatically.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 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

FEBRUARY 7, 2023

Back in 2013, V-Person technology became the first virtual agent offering to implement personalization – a recognition acknowledged both by the Patricia Seybold Group in their 2014 technology review and by the analysts at Gartner when they named Creative Virtual a 2015 Cool Vendor in Smart Machines.

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

Creative Virtual

FEBRUARY 13, 2019

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. By Mandy Reed, Marketing Manager (Global).

Virtual Agent 40

Virtual Agent Chatbots Self service Education 40

Creative Virtual

DECEMBER 14, 2021

This is something that organisations implementing a self-service virtual agent or chatbot should keep in mind, regardless of whether they are integrating it with live chat. Make it obvious that it is a digital, automated tool with wording such as ‘Please ask our Virtual Agent’.

Virtual Agent 52

Virtual Agent Self service Chatbots Feedback 52

Calabrio

MARCH 31, 2025

In the process, the contact center AI market is expected to nearly triple in size between 2025 and 2030 as organizations expand investments, tools and capabilities multiply, and new challenges come and go. This is what led many, in the earliest days of ChatGPT, to liken the tool to autocomplete on steroids.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

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. Customer care center metrics in the era of self-service clearly require a different approach.

Self service 146

Self service Metrics Contact Center Virtual Agent 146

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

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

Connect

FEBRUARY 2, 2025

This erodes an operators ability to apply data intelligence tools that support advanced search, intelligence, and optimisation capabilities. These features provide management teams with the tools needed to manipulate multiple data sources for granular and insightful instant reporting. About ‘ Connect.

Journey mapping 65

Journey mapping Virtual Agent Cloud contact Chatbots 65

Balto

OCTOBER 22, 2024

“To Script or Not to Script” For decades, call center scripting software has been at the heart of customer service operations, helping call center agents navigate complex conversations, ensure compliance, and provide a consistent customer experience. The answer lies in a combination of AI-powered tools and human-led conversations.

Scripts 52

Scripts Call Center Customer Service call center software 52

CSM Magazine

NOVEMBER 5, 2024

Dynamics 365 is a powerful tool for businesses focused on strengthening their customer service. compound annual growth rate (CAGR) through 2030, underscoring the rising importance of tools that centralize and improve customer interactions. The platform’s AI tools enhance service further.

Customer Service 52

Customer Service Management Metrics Consulting 52

Calabrio

MARCH 11, 2025

These AI-powered QA tools have revolutionized the field, leveraging machine learning, natural language processing and more to help contact centers: Analyze 100% of interactions: Moving beyond limited sampling, AI can scrutinize every customer touchpoint, ensuring comprehensive coverage.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Creative Virtual

APRIL 21, 2022

Self-service options like chatbots and virtual agents are increasingly preferred by customers, but they can’t – and shouldn’t! completely replace human contact center agents. When escalating customers from self-service to a live agent , the experience should be as seamless as possible.

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

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. And if users aren’t coming back to the tool, there’s no way for the organization to achieve positive longer-term outcomes.

Virtual Agent 95

Virtual Agent Chatbots Self service Contact Center 95

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. Read more on these insights from ITL by downloading the full ‘The Virtual Insurance Agent’ whitepaper.

Virtual Agent 98

Virtual Agent Chatbots Self service Contact Center 98

Creative Virtual

OCTOBER 4, 2018

They are missing a chatbot. Chatbots and virtual agents have become essential tools for providing 24/7 self-service to digital customers. Contact centers require a great deal of investment – from recruiting and training staff to putting the necessary tools in place for agents.

Chatbots 56

Chatbots Contact Center Virtual Agent Coaching 56

Upstream Works

JUNE 9, 2022

It did too much, it provided too many complex tools, and it had too many processes to follow. The contact center agent’s life was not easy, and we saw it just getting more and more complicated. And in many, many cases, those people did not have a good life. The contact center was even more complicated.

Contact Center 157

Contact Center Brand ambassadors Call Center Virtual Agent 157

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

JULY 8, 2021

This is most certainly true when it comes to creating chatbots for customer self-service, and too often organisations fall into the DIY trap. Some companies delegate their project solely to an inexperienced internal team because they underestimate the amount of expertise needed to build and deploy a working chatbot. Probably not.

Chatbots 59

Chatbots Virtual Agent Self service Marketing 59

Outsource Consultants

JULY 10, 2018

An article by Dan Miller raises an interesting point: Implementing virtual agents into your contact center isn’t staying ahead of the curve, it’s common. A long time ago, AI implementations were basically hyped-up versions of FAQ sections, but they’re now very powerful tools to improve the customer experience.

Virtual Agent 52

Virtual Agent Contact Center outsourcing Call Center 52

Creative Virtual

FEBRUARY 24, 2022

When customers use your chatbot to self-serve, what kind of experience do you deliver? Does your chatbot need questions asked a particular way to return the correct response? Are users repeatedly told by your chatbot to try rephrasing an input that doesn’t have a direct match in the system?

Chatbots 59

Chatbots Self service Virtual Agent Accountability 59

Inbenta

APRIL 14, 2020

4 chatbot use cases within the customer journey. A conversational agent can prove to be a particularly effective solution to accompany your Internet users over several phases, in a unified way, so let’s have a look at four chatbot use cases within the customer journey. A chatbot as an intelligence tool.

Chatbots 59

Chatbots Virtual Agent Abandon rate Best practices 59

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