REVE Chat Blog

NOVEMBER 6, 2019

Contact center trends provide businesses a futuristic view of how digital transformation and the use of artificial intelligence (AI) would help their call centers to deliver an optimal customer service experience. The top contact center trends to watch out in 2020. Which contact center trends will make an impact and enhance CX?

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Contact Center Interactive Voice Response Call Center Chatbots 82

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.

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Virtual Agent Banking Self service Government 52

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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Customer Service Self service Virtual Agent Chatbots 359

SmartAction

NOVEMBER 15, 2023

Let’s explore the evolution of customer self-service, key trends for 2023, the benefits it offers, the challenges businesses face, and a glimpse into the future of this essential component of modern business operations. Key Trends in Customer Self-Service 1.

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Self service Virtual Agent Chatbots Analytics 100

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. Virtual Customer Assistants.

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Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. Virtual Customer Assistants.

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Customer Service Real estate Technical Support Analytics 84

Creative Virtual

OCTOBER 8, 2021

I’m looking forward to hearing the panel of experts, including Creative Virtual’s Founder & CEO, Chris Ezekiel, discuss the current trends and future possibilities of conversational AI technology. Conversational AI solutions, like chatbots and virtual agents, can have a powerful impact on customer loyalty and retention.

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Customer Service Virtual Agent Chatbots Self service 105

TechSee

APRIL 21, 2021

With many call centers adopting the remote working model, the common practice of one agent asking a question over his cubicle wall has come to an end. 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.

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Call Center Contact Center Self service call center solutions 136

NobelBiz

APRIL 30, 2024

It enhances the efficiency and effectiveness of the services provided and improves the working conditions for agents and satisfaction for customers. For every second that chatbots can shave off average call center handling times, call centers can save as much as $1 million in annual customer service costs.

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Call Center Chatbots Virtual Agent Contact Center 105

Lumoa

JUNE 23, 2021

Here, we will look at the trends that look set to shape the future of CCaaS in the coming years. 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.

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Cloud contact Interactive Voice Response Contact Center Chatbots 78

NobelBiz

APRIL 30, 2024

It enhances the efficiency and effectiveness of the services provided and improves the working conditions for agents and satisfaction for customers. For every second that chatbots can shave off average call center handling times, call centers can save as much as $1 million in annual customer service costs.

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Call Center Chatbots Virtual Agent Contact Center 104

TechSee

MARCH 13, 2018

In 2017, all eyes were on chatbots and virtual agents – the assumption being that they would take over a significant part of the customer interaction and deliver real value in communicating with customers. We will be watching these up-and-coming AI trends closely in 2018, and so should you. Virtual Agents.

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Customer Service Chatbots Virtual Agent Technical Support 95

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.

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Contact Center Calibration Analytics Chatbots 136

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. DMG covers emerging contact center trends and IT sectors that are likely to have a lasting impact on the market. When: Today, 19 July 2017.

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Virtual Agent Consulting Consulting Marketing 48

Interactions

DECEMBER 18, 2019

To reflect on this past year and change our focus to the next 10, we gathered Interactions experts to give their take on what the biggest trends of 2019 were: Voice is Back Baby . Chatbots passed through the Great Filter. If 2018 was the year of chatbots, then 2019 was the year when chatbots had to prove their worth and usability.

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Customer Experience Chatbots Contact Center Virtual Agent 62

SmartAction

JANUARY 16, 2020

As one of the participants in this emerging market, we’re seeing a handful of trends from 2019 that are worth sharing…. Ok chatbots, you’ve had your fun. If you’ve experienced a bad Virtual Agent recently, chances are, it may have had nothing to do with the underlying technologies and everything to do with how it was designed.

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Virtual Agent Self service Government Healthcare 54

SmartAction

JANUARY 28, 2019

AI-powered virtual agents present significant potential to improve the customer experience (CX) in the contact center. From IVR to chatbot and other self-service automation, none exhibit the cognitive capabilities of today’s purpose-driven, practical AI solutions for the contact center.

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Virtual Agent Interactive Voice Response Self service Contact Center 49

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?

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Chatbots Call Center Virtual Agent Scripts 52

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.

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Contact Center Virtual Agent Chatbots Healthcare 81

NICE inContact

MARCH 28, 2019

Chatbots are the most common application of AI for customer self-service and are not as successful (yet), as the hype would indicate. A recent study found that only eight percent of consumers used an AI-enabled service like chatbots, and just 27 percent were highly satisfied. The post Most AI Chatbots will Fail, and That’s Okay!

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Chatbots Virtual Agent Self service Benchmark 59

InGenius

JANUARY 31, 2020

Being a progressive industry driven by innovation and new technology, we can expect to see several trends emerging this year that propel the industry forward and have a significant impact on customer experience and agent productivity. Final thoughts on contact center trends in 2020. Live engagement customer service.

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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.

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Chatbots Contact Center Virtual Agent Scripts 52

JustCall

MARCH 7, 2023

Conversational AI or Chatbots Most of us are familiar with chatbots and conversational AIs such as Alexa, Siri, Google Assistant, etc. These virtual agents are built on Natural Language Processing (NLP) technologies to offer real-time customer service. They then analyze the data to forecast trends.

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Contact Center Interactive Voice Response Virtual Agent Automatic Callback 52

Provide Support

JANUARY 10, 2018

Are chatbots and virtual agents likely to replace humans any time soon? With the obvious increase in use of AI technology, let me briefly summarize some of the recent trends shaping the role of AI in customer service. (.). What innovations and technologies will be transforming the world and shaping its future? Read more.

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Virtual Agent Customer Service Chatbots Sales 70

Connect

APRIL 18, 2024

Applying artificial intelligence (AI) in the contact centre has emerged as a prolific trend as the hype around Generative or Gen AI – the next iterative advancement in the technology – gathers pace. By Martin Cross, CTO at Connect. About ‘ Connect.

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Virtual Agent Chatbots Average Handle Time Engineering 83

Creative Virtual

JULY 22, 2020

As with many other aspects of life and business, customer experience trends and expectations have been greatly impacted by the global health crisis this year. 49% believe there are clear trends in customer segments that prefer certain contact channels. By Mandy Reed, Global Head of Marketing.

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Virtual Agent Self service Surveys Customer centricity 52

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

Quiq

MARCH 6, 2023

Does your chatbot sound like a robot? Okay, chatbots are robots (hence the name), but they don’t have to sound like something out of a 70s sci-fi flick. Chatbots have come a long way and are getting better at understanding and mimicking human interactions. Here are some ways to make your chatbot sound more human.

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Chatbots Scripts Virtual Agent Personalization 52

OctopusTech

AUGUST 10, 2022

Various call center technology trends such as Artificial intelligence, virtual agents, and cloud communications are all part of the future of call centers. Call center outsourcing companies are opting for upgraded technologies that come under the latest call center technology trends. What is call center technology?

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TechSee

MARCH 7, 2022

As customers have come to expect and even prefer do-it-yourself, online self-service options, businesses have embraced new technologies and trends to optimize the digital service experience. 4 Customer Self Service Trends to Empower Your Business. Download our eBook: What Self Service Will Look Like in 2025 . Conversational Platforms.

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Self service Virtual Agent Customer centricity Chatbots 109

SmartAction

NOVEMBER 30, 2021

Natural language intent capture, or intent recognition, is trending in the CX world. The virtual agent can then assist the customer with the utmost accuracy. In the above example, you can: Define “pool” as a designated business rule transfer and pass it to agent with context. How can I help you?". No leading. No caveat.

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Virtual Agent Interactive Voice Response Contact Center Customer Experience 84

SmartAction

JUNE 9, 2023

Some notable examples include: Chatbots : Chatbots are AI-powered virtual agents, built in-house or by third-party vendors , that engage in text-based conversations with users. Chatbots often answer FAQs, and guide users through various processes. They are widely used in customer support, providing 24/7 assistance.

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Virtual Agent Chatbots Self service Feedback 75

Inbenta

JUNE 2, 2021

By automating notifications and reminders, pertinent parties can easily be reminded of important information and receive the answers they need if they interact with virtual agents so that everybody is well informed even if they are not working from the same location or time-zone. HR Automation trends.

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NobelBiz

FEBRUARY 21, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. This article will cover 10 of the most important and impactful call center trends you need to follow in 2023.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. This article will cover 10 of the most important and impactful call center trends you need to follow in 2023.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

Fonolo

FEBRUARY 6, 2019

For more on this, see “ How to Think about Chatbots in a Big Picture Kinda Way.” ” To summarize the issue: People think AI is going to expand coverage – that transactions which currently need agents will become self-servable. Yet, data continues to show increases in the number of agents, rather than a decrease.

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Inbenta

NOVEMBER 15, 2022

At Inbenta, we use the power of NLP applied to automated translation in our multilingual chatbots, to ensure that our users get the answers they’re looking for in their preferred language. Virtual agents and chatbots. Thanks to NLP technology, chatbots have become more human-like. Sentiment analysis.

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Chatbots Healthcare Banking Abandon rate 96