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.

Virtual Agent 82

Virtual Agent Contact Center Technology Metrics 82

Talkdesk

SEPTEMBER 9, 2020

Self-service in customer support is not just a trend anymore, it’s here to stay. More customers opt to solve issues on their own through knowledge bases, web, chat, voice, or a combination of channels. What is a virtual agent? The post What is a virtual agent and how does it work?

Virtual Agent 65

Virtual Agent Interactive Voice Response Self service Contact Center 65

Solvvy

NOVEMBER 30, 2022

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. Zoom Virtual Agent works 24/7 on multiple support channels to deliver fast, personalized customer experiences.

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Virtual Agent Chatbots Contact Center Healthcare 62

CCNG

AUGUST 28, 2024

These technologies work in tandem to help contact centers automate various tasks, such as call scheduling, call routing, answering FAQs, integrating Customer Relationship Management (CRM) systems, gathering customer data in real-time, and more. This leads to reliable operations and consistent customer experience management.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 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?

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Virtual Agent Chatbots Self service Best practices 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. By Mandy Reed, Global Head of Marketing.

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Virtual Agent Self service Chatbots Metrics 52

Creative Virtual

MARCH 25, 2021

However, when it comes to areas like customer support, using a trial-and-error approach can have a devastating effect on your customer experience. And it is no secret that poor experiences can lead directly to customer churn and lost revenue. It drives your customers away.

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Self service Virtual Agent Chatbots outsourcing 59

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. Plus, there was the added support needed for various government schemes and programmes.

Virtual Agent 52

Virtual Agent Banking Self service Government 52

Creative Virtual

JANUARY 12, 2021

Having innovation at the heart of our company culture at Creative Virtual has served the company well, but only because we innovate with the objective of delivering products and services that genuinely help our customers meet their goals in increasingly better ways.

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Self service Virtual Agent Chatbots Consulting 52

Solvvy

OCTOBER 12, 2022

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. When you deploy a chatbot, you can offer customer service after regular business hours – anytime that’s convenient for your customers. . AI Chatbots for Customer Service.

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Chatbots Customer Support Interactive Voice Response Self service 94

Creative Virtual

FEBRUARY 7, 2023

engagement with the customer. This can be applied to marketing, sales, and customer support. Personalizing the customer’s experience can mean a lot of different things to different companies and in different scenarios. I was reminded of this last week when I received an email from Amazon with a product recommendation.

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Personalization Virtual Agent Chatbots Self service 105

Creative Virtual

APRIL 2, 2020

Advancements over the past several years in conversational AI technologies, including chatbots and virtual agents, have made them a go-to solution for providing cost-effective and easy-to-use support on digital channels. There are lots of published statistics and success stories that prove the business value of this technology.

Self service 52

Self service Virtual Agent Chatbots Government 52

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. Today’s customers want to find answers and complete transactions on their own in digital and voice channels, and they expect it to be easy.

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Virtual Agent Interactive Voice Response Self service Average Handle Time 48

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.

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Virtual Agent Customer Service Call flow Self service 89

NICE inContact

MAY 21, 2019

In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. It seems like self-service options are everywhere these days. And I know I am not the only fan of faster self-service. What’s your strategy? Many Options.

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Self service Interactive Voice Response Virtual Agent Benchmark 54

aircall

MAY 16, 2017

As a field and as a department, customer support is no longer relegated to the kids’ table. Customers are afforded more options than ever, and as a result, their expectations in terms of service and support are soaring. In order to satisfy them, your business requires a crack support team. Experience.

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Customer Support Virtual Agent Coaching Accountability 81

Creative Virtual

APRIL 16, 2020

The product owner of the virtual agent also works closely with their live chat department, enabling the bank to fully optimise their virtual agent content based on their live chat agents’ feedback. Our stats show a high customer satisfaction on these virtual agent answers.

Customer Support 52

Customer Support Virtual Agent Banking Self service 52

Creative Virtual

APRIL 14, 2020

We can always clearly see social patterns and trends being reflected in the usage of our virtual agents. In the last 4 weeks, on average, the traffic of our banking virtual agents has doubled. Within a few days, one of the banking virtual agents I look after had more than 3,000 recorded user queries around the crisis.

Customer Support 52

Customer Support Virtual Agent Banking Self service 52

DMG Consulting

AUGUST 10, 2018

Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). In essence, IVAs use science to elevate the art of self-service.

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Interactive Voice Response Virtual Agent Self service Contact Center 78

aircall

NOVEMBER 4, 2016

Your agents’ only tool is their desktop computer, and even that isn’t written in stone. For instance, a VOIP business phone system matches a session to every agent, so they can work from different computers, even remotely or from home. Ask for training. Chances are, your team will need help adjusting to this new work tool.

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Customer Support Interactive Voice Response Call Center Automatic Callback 83

CSM Magazine

JULY 24, 2015

In the not-too-distant past, most customer support was conducted by telephone. Then, over the years, technology changed the way we communicate and companies added more customer support channels. Customers are interacting with companies via a range of devices, including smartphones and tablets.

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Omni-channel support Multichannel Self service Virtual Agent 79

UJET

MARCH 22, 2021

The next evolution of IVR is a more dynamic, conversational, and intelligent system that will guide the customer throughout their journey. We won’t just guide them to the right agent: We’ll guide them to the right channel. We’ll guide them to answers for more self-servicing and deflection. Identity verification.

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Interactive Voice Response Virtual Agent Contact Center Self service 82

SmartAction

DECEMBER 8, 2023

The Beginning of a Transformation Alex’s journey began with a simple yet powerful idea: automating routine tasks with conversational AI virtual agents. The once overburdened agents found themselves focusing on more complex, engaging tasks. It was a game-changer. Reach out today.

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Virtual Agent Contact Center Upselling Interactive Voice Response 81

SmartAction

NOVEMBER 7, 2018

EL SEGUNDO, CA (November 7, 2018) – SmartAction today announced it has been recognized by Frost & Sullivan as the recipient of the 2018 North American Product Leadership Award for its artificial intelligence (AI)-enhanced customer self-service solutions. About SmartAction.

Self service 40

Self service Virtual Agent Contact Center Consulting 40

Creative Virtual

OCTOBER 6, 2022

Back in 2014, the International Customer Management Institute (ICMI) published a report titled The Growing Need for Multilanguage Customer Support. Over half acknowledged that offering support in a customer’s native language was a competitive differentiator.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

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. They are widely used in customer support, providing 24/7 assistance. Chatbots and virtual agents may provide irrelevant or inaccurate responses.

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Virtual Agent Chatbots Self service Feedback 75

Creative Virtual

OCTOBER 1, 2019

Organisations that want to empower customers to self-serve, and ensure they have a positive experience while doing so, need to offer those tools to customers themselves. While self-service is increasingly imperative to a customer’s experience, that doesn’t mean that the one-on-one human interaction is no longer important.

Customer Support 40

Customer Support Virtual Agent Self service Transportation 40

TechSee

SEPTEMBER 21, 2023

Sophie’s Hub and Spoke Design The Sophie AI Brain Sophie AI is a centralized, multisensory brain that powers multiple service applications across the enterprise. The Auto Modeling application observes your visual customer support sessions and autonomously builds it’s own visual AI models of your hardware and components.

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Engineering Enterprise Chatbots Self service 109

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services. About Spitch.

Virtual Agent 59

Virtual Agent Self service Banking Chatbots 59

Inbenta

NOVEMBER 13, 2017

The Inbenta Semantic Search Engine was first created in 2010 and was able to understand searcher intent and the contextual meaning behind customer’s searches rather than rely on keywords. Much of this capability was due to Inbenta’s patented natural language processing which significantly improved companies’ self-service rates.

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Engineering Chatbots Self service Virtual Agent 109

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. Our virtual agents can solve 80% to 90% of customer problems.

Contact Center 66

Contact Center Virtual Agent Interactive Voice Response Chatbots 66

DMG Consulting

AUGUST 17, 2017

Companies are striving to understand customer needs, engage Millennial customers and employees, increase the use of self-service tools, improve service quality while reducing costs, simplify operating environments, and reduce fraud, and they’re looking to vendors for help. Self-service.

Contact Center 69

Contact Center Technology Big data Gamification 69

SmartAction

OCTOBER 25, 2023

Personalization : A staggering 72% of consumers expect customer service to recognize their identity and purchasing history. Conversational AI, with its specific intents and data-driven capabilities, empowers virtual agents with readily available customer information, ensuring personalized interactions.

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Interactive Voice Response Customer Service Virtual Agent Self service 91

Kayako

SEPTEMBER 17, 2015

A Frequently Asked Question section (FAQs) is without a doubt the most commonly used tool in self-service. Whether it’s just a few questions on a “Contact Us” page or Zappo’s massive, eternal scroll-fest , FAQs offer a simple way for customers to scan for topics and solutions. FAQs will give you false positives.

Self service 95

Self service Best practices Virtual Agent Education 95

UJET

DECEMBER 17, 2020

If the speech engine is still having trouble understanding the caller, the auto-attendant may connect them with a human agent or ask the customer if they would prefer to converse in their native language. It can even help chatbots and virtual agents pick up where conversations last left off.

Virtual Agent 72

Virtual Agent Interactive Voice Response Chatbots Self service 72

UJET

DECEMBER 17, 2020

If the speech engine is still having trouble understanding the caller, the auto-attendant may connect them with a human agent or ask the customer if they would prefer to converse in their native language. It can even help chatbots and virtual agents pick up where conversations last left off.

Virtual Agent 72

Virtual Agent Interactive Voice Response Chatbots Self service 72

Creative Virtual

OCTOBER 5, 2020

This three-part blog series explores the business value of using a chatbot or virtual agent to provide easy-to-use self-service, starting with supporting customers. Also take a look at Part 2: Supporting Contact Centre Agents and Part 3: Supporting Employees.

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Virtual Agent Customer Service Chatbots Self service 52