DMG Consulting

MAY 2, 2024

Making Self-Service More Intelligent View this article on the publisher’s website Omnichannel self-service solutions are a requirement for companies that want to deliver a cost-effective and consistently outstanding customer experience (CX). Intelligent virtual agents (IVAs)—a.k.a.

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AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. We end by explaining how contact centers can keep AI models up to date using Talkdesk AI Trainer.

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Talkdesk

SEPTEMBER 16, 2020

Self-service is a hot topic in the call center industry. From knowledge bases to virtual agents, the potential disruption that a solid set of self-service applications can bring to contact center efficiency and customer experience is unquestionable and justifies all the buzz.

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SmartAction

NOVEMBER 14, 2023

FORT WORTH, Texas, November 14 , 2023 SmartAction, a leading provider of AI-powered virtual agents for customer-obsessed brands, is thrilled to announce its recent recognition as the “Best Intelligent Virtual Agent Developer 2023 – USA” by New World Report in their prestigious Software and Technology Awards.

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Virtual Agent Contact Center Technology Metrics 82

Solvvy

NOVEMBER 30, 2022

I’m pleased to share the first result of our shared vision, which centers around rapid innovation and a total focus on delivering happiness. Zoom Virtual Agent , an intelligent conversational AI chatbot solution, uses natural language processing and machine learning to accurately understand and painlessly resolve issues for customers.

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Virtual Agent Chatbots Contact Center Healthcare 62

SmartAction

JULY 10, 2024

LOUIS, MO, July 10, 2024 Capacity , an AI-powered support automation platform relentlessly focused on improving the customer journey, has acquired CereProc and SmartAction, significantly expanding its voice and Contact Center offerings. The terms of the transactions are confidential. To learn more about Capacity, visit Capacity.com.

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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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Contact Center Interactive Voice Response Virtual Agent Management 91

SmartAction

JUNE 27, 2023

Embrace automation for contact center success in 2023! Are you ready to take your contact center to the next level? So, why are some contact centers still hesitant to implement AI? Let’s address the common objections and show you how to overcome them with conversational AI and virtual agents.

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Contact Center Virtual Agent Agent burnout Self service 84

TechSee

MARCH 19, 2019

Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. With many of these channels and tools enabling self-service, old-school KPIs are no longer sufficient. New Self Service KPI Metrics.

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Self service Metrics Contact Center Virtual Agent 146

SmartAction

APRIL 1, 2021

AI-powered virtual agents have come a long way since the days of “Press 1 for billing. Press 2 for enrolling in new energy service.” This allows AI-powered virtual agents to follow complex dialogue at the rate of normal conversation — yes, even alphanumerical interactions, the most challenging type to capture.

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Virtual Agent CRM Wait times Self service 109

DMG Consulting

AUGUST 16, 2022

IVAs: Self-Service Solutions that Work. Customers prefer the expediency of self-service, but they will not sacrifice a good experience for convenience. Intelligent virtual agents are omnichannel by design, allowing organizations to interact with customers in multiple channels, even during the same conversation.

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TechSee

MAY 28, 2019

The goal is both to ensure customers receive the answers they are seeking in the most efficient manner and to reduce the number of inbound calls routed to human agents. He navigates to the Contact Us page of the supplier’s website and easily finds the Customer Support phone number. Now that’s true success! Click here to learn more.

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UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport).

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Virtual Agent Customer Service Interactive Voice Response Average Handle Time 72

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport).

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Virtual Agent Customer Service Interactive Voice Response Average Handle Time 72

DMG Consulting

FEBRUARY 1, 2022

Self-Service Is the Channel of Choice—When It Works. For companies that have been trying to offload customer inquiries and interactions to self-service solutions for decades, there’s great news: Self-service is becoming the customer channel of choice. AI and Self-Service.

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Self service Virtual Agent Scripts Contact Center 59

SmartAction

APRIL 24, 2019

This is the second of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Read Part 1 here >> Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. We don’t want to automate that yet.”).

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DMG Consulting

JUNE 27, 2022

Making the Case for an Intelligent Virtual Agent. Self-service has become the preferred form of customer support for many consumers, so long as it works. The financial justification is based on reducing the number of live agents, but this doesn’t mean having to fire agents or other employees.

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Virtual Agent Interactive Voice Response Self service Average Handle Time 48

SmartAction

NOVEMBER 1, 2023

When used in business, conversational artificial intelligence (AI) supports overall call center operations by providing self-service options, 24/7 availability, and real-time data and analytics – while lowering costs and increasing profits. Voice starts with the customer reaching your contact center platform.

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Contact Center Virtual Agent Interactive Voice Response Chatbots 66

Talkdesk

SEPTEMBER 9, 2020

Self-service in customer support is not just a trend anymore, it’s here to stay. This tendency, coupled with increasingly mature artificial intelligence (AI) technologies, has raised attention to the role and impact of virtual agents in contact centers and customer experience (CX). What is a virtual agent?

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Virtual Agent Interactive Voice Response Self service Contact Center 65

Playvox

MARCH 19, 2024

Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operational benefits from AI.

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Contact Center Quality management Interactive Voice Response Coaching 74

SmartAction

NOVEMBER 19, 2019

Frost & Sullivan awards Purchasing Power ® for their AI-Powered Virtual Agent created in partnership with SmartAction ® to enable conversational self-service for their customers. The post Purchasing Power’s AI-Powered Virtual Agent Wins Top Honor for Excellence in Self-Service appeared first on SmartAction.

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Virtual Agent Self service Interactive Voice Response Government 40

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Award Winner Second Year in a Row.

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Contact Center Technology contact center solutions Virtual Agent 124

Talkdesk

FEBRUARY 13, 2020

Gartner’s Four Best Practices for Implementing Extreme Customer Self-Service. Who is answering calls when your contact center is closed? AI-powered conversational assistants, or “virtual agents”, can quickly deliver the answers and outcomes over voice-enabled channels.

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Virtual Agent Customer Experience B2C Self service 54

SmartAction

OCTOBER 27, 2021

Say goodbye to the days of speaking to an AI virtual agent that doesn’t comprehend in natural language! SmartAction has been doing pretty amazing things in conversational AI self-service, and back in August, we showcased our new developments at ICMI’s virtual event. It doesn’t stop there.

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Self service Virtual Agent Chatbots Technology 76

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. The LLM-powered QnABot can also play a pivotal role as an automated real-time agent assistant.

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3CLogic

JANUARY 24, 2024

As organizations are ramping up their digital transformation strategies to meet the immediate and personalized experiences required by today’s customers, it’ s no surprise Conversational AI is emerging as the fastest-growing segment within the contact center space. Why should you consider using AI in your contact center?

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DMG Consulting

MARCH 31, 2022

Give Customers What They Want: Great Self-Service. Delivering an outstanding customer experience (CX) is a top goal for companies, as it is an essential and measurable differentiator between otherwise commoditized products and services. Donna Fluss. View this article on the publisher’s website. & Solving the Problem.

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Self service Interactive Voice Response Virtual Agent Government 54

NICE inContact

OCTOBER 12, 2018

With all of the new improvements and changes in modern day customer service technology, it’s no surprise that customer expectations have evolved to follow suit as well. This is the first of four ways that virtual agents are automating the contact center. fewer calls being transferred to live agents.

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Virtual Agent Contact Center Average Handle Time Interactive Voice Response 48

DMG Consulting

JANUARY 3, 2024

Welcome to the 2024 Contact Center 2024 is starting off against a backdrop that includes an uncertain economy, massive technology innovation, and a workforce with changing expectations. It’s a confusing time, and the risks are significant as these solutions are new, can be expensive, and may take longer than expected to implement.

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Contact Center Self service Virtual Agent Scripts 48

SmartAction

DECEMBER 15, 2021

How does conversational AI automation for the contact center fit into solving the issue of not having enough workers for all the demand? With easily scalable virtual agents, hold times are eliminated. to self-service for over 100 types of interactions, from the most common to the most nuanced.

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Contact Center Virtual Agent Agent burnout Self service 79

SmartAction

FEBRUARY 27, 2023

When it comes to customer service, businesses have a variety of tools at their disposal to make the process as smooth and efficient as possible. Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). What is an Intelligent Virtual Agent (IVA)? Higher containment.

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DMG Consulting

DECEMBER 1, 2020

2020 Contact Center Retrospective. But, despite all of the challenges, a lot of good things have happened, including in the world of contact centers. Surprisingly, contact centers were some of the most successful in getting their employees home and back in operation. Bottom Line.

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