CX Global Media
MARCH 26, 2019
For many contact centers taking the leap to implement virtual agents to handle the simple and repetitive tasks is somewhat an easy decision to make. With improving the customer experience an imperative, alongside of controlling costs, the barriers of resistance become small. You’re probably saying, What?! Please Share.
TechSee
DECEMBER 3, 2024
The Difference Between Basic and Advanced AI Agents Thanks to recent advances by leading platforms like Salesforce and Microsoft, businesses are becoming increasingly familiar with basic AI agents. When properly set up, these virtual agents can automate simple, straightforward tasks. To put it simply, it works.
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AWS Machine Learning
DECEMBER 23, 2024
Interaction model The following are different customer experiences a caller may have depending on what they say and the transcription confidence scores returned by Amazon Lex: Conversation 1: Virtual Agent: Thank you for calling Acme Travel. Virtual Agent: In a few words, what is the reason for your call today?
Taylor Reach Group
JUNE 9, 2020
It’s time to take a deeper dive into the word of virtual agents. That said, I acknowledge that virtual agents today aren’t as effective as live representatives and can be expensive during the implementation phase; not to mention the technology does not always match up to the marketing pitch.
Speaker: Brian Morin, CMO & Mark Landry, VP of Product at SmartAction
In a world where top businesses are always battling for the best technology, you have to ensure that your virtual agent's design is the best in the competition. How data + business logic keeps virtual agents in their "swim lane". But how do you do this? Schematics of successful interactions.
Talkdesk
SEPTEMBER 16, 2020
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. Additionally, virtual agents can provide sustainable 24/7 support for many contact centers.
TechSee
FEBRUARY 20, 2018
In fact, according to a Walker study , by the year 2020 customer experience will overtake price and product as the key brand differentiator. Here are the steps to get started: Build the virtual agent around a single strategic objective. Improving the customer experience is an ongoing process.
Speaker: Gary Davis, SmartAction CEO
Understanding the work involved before and after you deploy a virtual agent makes all the difference between a poor customer experience and one that’s on par with your best live agent. How automating a customer service call isn’t as simple as using a script from a human interaction.
Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA
One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. The secret of data + business logic to keep virtual agents in their "swim lane".
Speaker: Tom Lewis, CEO of SmartAction
This means more and more companies are implementing cloud-based virtual agents that automate conversations traditionally handled by live agents, all of which can be done across several different channels. How to design “lanes” for virtual agents to outperform live agents. Tune in to discover: Where to start.
Speaker: Brian Morin, CMO & Phillip Fisher, CX Consultant at SmartAction
2020 was the year that customer call centers and customer experience were pushed to their limit. With the influx of calls replacing in-person interactions, it is up to our virtual agents to not only evolve to the new demands but also to help alleviate the current stressors on live agents.
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