ConvergeOne

APRIL 23, 2024

In the ever-evolving landscape of customer service technology, businesses are equipped with an arsenal of tools designed to elevate user experiences and optimize service delivery.

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Interactive Voice Response Virtual Agent Technology Customer Service 73

TechSee

NOVEMBER 19, 2019

Interactive voice response (IVR) allows a company’s computer system to engage with customers through voice and touch-tone telephone keypads. Today, it is evolving into the Conversational IVR model that offers much more than a simple customer routing system. Press 2 to speak to a representative.

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Interactive Voice Response Self service Abandon Call Virtual Agent 19

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). Let’s break down the difference between IVR and IVA.

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Interactive Voice Response Contact Center Virtual Agent Self service 78

SmartAction

OCTOBER 25, 2023

In today’s rapidly evolving customer service landscape, businesses face a multitude of choices when it comes to interacting with their customers. The advent of digital communication channels such as chat, email, and social media has provided convenient alternatives for customer inquiries.

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Interactive Voice Response Customer Service Virtual Agent Self service 91

Calabrio

MARCH 31, 2025

Contact Center AI Generative AI in Contact Centers: The Tech and Use Cases Driving a Revolution in Customer Service Share The contact center landscape is undergoing a dramatic shiftone driven by the adoption and innovation of AI. At the center of the speed and scale of this revolution in customer service is generative AI.

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Contact Center Customer Service Virtual Agent Self service 52

Talkdesk

SEPTEMBER 9, 2020

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? The post What is a virtual agent and how does it work?

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Virtual Agent Interactive Voice Response Self service Contact Center 65

SmartAction

MARCH 18, 2019

IVR automation has been around for awhile, but for the most part, it just hasn’t been very good. Everyone knows the limitations of IVR systems, and customers have a gag reflex when they hear most call automation. These omnichannel solutions are known as AI-powered virtual agents. Account & Membership Services.

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Virtual Agent Interactive Voice Response Contact Center Chatbots 69

SmartAction

SEPTEMBER 16, 2022

Conversational AI is making the contact center and customer service industries better than ever. The ability of conversational AI technology to detect and understand speech are two of the biggest challenges faced by the Intelligent Virtual Agent (IVA). Speech recognition is identifying the words that a customer says.

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Interactive Voice Response Virtual Agent Contact Center Engineering 93

Interactions

JANUARY 21, 2025

Utility outages due to extreme weather are accelerating customer service challenges for utility providers. When anxious, frightened customers seek answers fast, the last thing they want is to get stuck in a customer service doom loop. On average, the U.S. Eight in 10 major U.S.

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Interactive Voice Response Chatbots Virtual Agent Government 62

LiveVox

NOVEMBER 2, 2020

Customer service agents have a big load to carry. Intelligent virtual agents can efficiently shoulder more of the weight when it comes to customer service.They also save time. Intelligent virtual agents can be used with IVR to effectively tackle this surge in inbound volume.

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Virtual Agent Interactive Voice Response Customer Service 52

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience.

Contact Center 91

Contact Center Interactive Voice Response Virtual Agent Management 91

LiveVox

APRIL 28, 2021

The three main capabilities are chatbots, conversational IVR, and virtual agents, with diverse use cases spanning everything from customer service management, payment processing, and generating and qualifying leads. The post What are Chatbots & How are They Different from IVR and Virtual Agents?

Virtual Agent 52

Virtual Agent Interactive Voice Response Chatbots Contact Center 52

SmartAction

APRIL 11, 2024

Use a natural, empathetic voice. No one wants to listen to an unfriendly, unhelpful, and inhuman voice. Your IVR voice should be warm and friendly, evoking the feeling that the caller can see a smile on the speaker’s face. In these two very different customer conversations, you’ll see the difference intelligent IVR makes.

Virtual Agent 70

Virtual Agent Interactive Voice Response Call flow Contact Center 70

Balto

MARCH 3, 2025

Call center automation is transforming customer service operations across industries, shifting from traditional human-only models to a hybrid approach that blends technology with human expertise. 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

LiveVox

AUGUST 26, 2023

Inbound call volume has surged to unprecedented levels since the onset of the pandemic, and conversational IVR programming is an invaluable tool to help manage it. Combining interactive voice response with intelligent virtual agents can make a measurable difference in the heavy load customer service agents are expected to carry.

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Interactive Voice Response Virtual Agent Management Customer Service 52

CSM Magazine

SEPTEMBER 17, 2020

With the COVID-19 crisis causing a significant increase in customer inquiries, more businesses are turning to Conversational AI to sustain and improve customer and employee communications. Simplifying the creation and maintenance of virtual agents across the enterprise is critical. A Platform to Handle Complexity.

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Virtual Agent Customer Service Contact Center Chatbots 98

AWS Machine Learning

SEPTEMBER 29, 2022

The rise of artificial intelligence technologies enables organizations to adopt and improve self-service capabilities in contact center operations to create a more proactive, timely, and effective customer experience. In this post, we demonstrate how to elevate traditional customer service FAQs with an interactive voice bot.

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Virtual Agent Call flow Interactive Voice Response Contact Center 81

Creative Virtual

APRIL 21, 2022

42% of Americans would rather clean a toilet and 46% would rather go to the dentist than call customer support. These stats, just two of many in the 2022 Achieving Customer Amazement Study , likely have you nodding in agreement thinking about your own painful customer service experiences.

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Customer Support Interactive Voice Response Virtual Agent Contact Center 105

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. To truly modernize your customer service, you don’t need to choose between AI or human involvement. You need both.

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Customer Service Virtual Agent Interactive Voice Response Gamification 82

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. So it should be simple for enterprises to give customers what they want, particularly because it’s also highly beneficial for employees and the bottom line.

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Virtual Agent Interactive Voice Response Self service Average Handle Time 48

Outsource Consultants

JANUARY 11, 2018

In a recent article , Shelby Faris takes in in-depth look at Interactive Voice Response (IVR) technology. She acknowledges that though IVR is a vital component of many companies’ customer service, it’s not without its faults. 4 Ways Companies Benefit from Using IVR Services.

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Interactive Voice Response outsourcing Virtual Agent Consulting 52

Dialer 360

JANUARY 19, 2022

The major challenge is that the organization is to face in carrying out customer service is offering a quick solution to all matters that raised. Customers demand immediate satisfaction regarding every action, initiating from buying the product process. Virtual agents. Working procedure of virtual agents.

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Virtual Agent Call Center Interactive Voice Response Technology 48

SmartAction

AUGUST 14, 2019

The first hold onto their existing IVR and merely transfer routine conversations to AI-powered virtual agents while transferring the rest to live agents. This gives them a feel for the customer experience and immediate ROI. IVR replacement for intent capture, authentication, and routing.

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Interactive Voice Response Virtual Agent Self service Personalization 57

Fonolo

JANUARY 17, 2018

I mean, you wouldn’t call your customer service agent by a different name other than the one they gave you, right? Virtual Agent. Calling chatbots “virtual agent” is actually doing virtual agents an injustice, so please stop doing this. Virtual agents actually have a much broader use.

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Chatbots Interactive Voice Response Virtual Agent Contact Center 125

Fonolo

OCTOBER 5, 2023

FREE WEBINAR: Is Your Chatbot Really Just an IVR? With their narrow conversation flows and questions that often don’t lead to an answer – or an agent – chatbots don’t always seem all that revolutionary. You wouldn’t be the first customer service professional to ask themselves if a chatbot is really any different than an IVR.

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Interactive Voice Response Chatbots Self service Virtual Agent 57

SmartAction

JANUARY 11, 2024

FORT WORTH, Texas, January 10, 2024 SmartAction, a leading provider of AI-powered virtual agents for customer-obsessed brands , is proud to announce a comprehensive brand refresh and the launch of its innovative NOVA (Natural Omnichannel Virtual Agent) agent design platform.

Virtual Agent 89

Virtual Agent Customer Service Call flow Self service 89

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. To truly modernize your customer service, you don’t need to choose between AI or human involvement. You need both.

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Customer Service Virtual Agent Interactive Voice Response Gamification 72

Creative Virtual

OCTOBER 9, 2020

Or – wow, this is amazing – they are using their mobile phone to call your service centre. What’s the impact on your customer service? Just consider voice as part of your strategy when you want to offer self-service, whether if it is for your clients or your team. It’s not complicated.

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Interactive Voice Response Customer Service Virtual Agent Transportation 59

SmartAction

MARCH 6, 2019

In November 2018, SmartAction’s AI-powered virtual agent solution was successfully tested by Avaya in its DevConnect program, a developer community and marketplace for third-party products that interoperate with Avaya technology ( read news release ). SmartAction is the leader in AI-powered virtual agent automation for voice and chat.

Virtual Agent 9

Virtual Agent Self service Contact Center Interactive Voice Response 9

DMG Consulting

MARCH 1, 2020

F or decades, interactive voice response (IVR) systems, including those that were speech-enabled, were greatly disliked by users, even as adoption continued to grow. In fact, something bizarre happened on the way to the new decade: The most hated form of customer service has become one of the most preferred.

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Self service Interactive Voice Response Enterprise Virtual Agent 87

Call Design

AUGUST 9, 2021

The Genesis of Automation and IVR. Attempts to automate phone-based customer interactions have been around for decades. First-generation IVR (interactive voice response) systems were one of the first systems to automatically interact with a customer through voice recognition and/or keypad inputs.

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Interactive Voice Response Chatbots Coaching Virtual Agent 78

SmartAction

APRIL 11, 2024

Use a natural, empathetic voice. No one wants to listen to an unfriendly, unhelpful, and inhuman voice. Your IVR voice should be warm and friendly, evoking the feeling that the caller can see a smile on the speaker’s face. In these two very different customer conversations, you’ll see the difference intelligent IVR makes.

Virtual Agent 52

Virtual Agent Interactive Voice Response Call flow Contact Center 52

ConvergeOne

SEPTEMBER 20, 2022

The satisfying potential of contact center automation that solves your customers’ needs. As consumers, we are all familiar with the pain of calling customer service. You’ve purchased a really great product or service. You’re excited for it to arrive at your door, or for your newly purchased service to get set up.

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Interactive Voice Response Virtual Agent Contact Center Surveys 74

SmartAction

JANUARY 11, 2019

AI-powered virtual agents present significant potential to improve the customer experience (CX) via call center automation. Leaders should focus more on the actual ways in which AI-powered customer service can provide practical solutions to specific CX-related challenges.

Virtual Agent 46

Virtual Agent Contact Center Interactive Voice Response Call Center 46

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. NLP-Driven Customer Service.

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Virtual Agent Interactive Voice Response Self service Contact Center 49

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

Xaqt

JUNE 1, 2020

With the rapid adoption of Contact Center-as-a-Service (CCaaS) platforms, it's now easier than ever for companies to launch their own contact center rather than outsource the function. Amazon, Google, Microsoft) and well-funded start-ups are selling the value proposition of bots, virtual agents and AI to their enterprise customers.

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Virtual Agent outsourcing Call Center Real estate 52