Creative Virtual

SEPTEMBER 9, 2020

Whitepapers are designed to be plain-speaking and informative documents spanning an array of subjects. At Creative Virtual, whitepapers are not created too often as they hold a special place in our repository of resources since they offer information that stays valid for a much longer time than other documents.

Virtual Agent 52

Virtual Agent Chatbots Self service Consulting 52

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.

Virtual Agent 97

Virtual Agent Call flow Interactive Voice Response Contact Center 97

DMG Consulting

FEBRUARY 15, 2018

IVAs Can Remake the Self-Service Landscape. View this document on the publisher’s website. A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. The Latest (and Greatest) in Self-Service: IVAs.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

Creative Virtual

APRIL 9, 2020

So far in this series we have discussed using chatbots, virtual agents and conversational AI to offer easy-to-use customer self-service (Part 1) and as an Agent Assist tool to support contact centre agents (Part 2). By Chris Ezekiel, Founder & CEO.

Self service 52

Self service Virtual Agent Chatbots Entertainment 52

Calabrio

MARCH 31, 2025

This frees agents to concentrate on complex, high-value interactions, accelerating resolution times and driving down operational costs. Smarter customer experiences, more personalized self-service: Intuitive self-service options can at last become a consistent reality, allowing customers to find solutions quickly and independently.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

Uniphore

AUGUST 12, 2021

Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort. Offering variety can help create more successful outcomes for customers with a lower AHT for agents — a win on both sides of the phone line. Multimodal Virtual Agent Implementation and Best Practices.

Best practices 98

Best practices Virtual Agent Scripts Call flow 98

SmartAction

MAY 6, 2019

This is the third of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Read Part 1 and Part 2 first!

Self service 45

Self service Virtual Agent Best practices Contact Center 45

TechSee

SEPTEMBER 21, 2023

In contrast, Sophie AI is trained like today’s human agents and engineers. Sophie AI reads product documentation and support flows, observes customer service and field service interactions, and learns at each step. These chatbots demanded a lot of effort from users and administrators.

Engineering 109

Engineering Enterprise Chatbots Self service 109

Insite Managed Solutions

SEPTEMBER 20, 2018

Today, more and more customers expect self service options, and an effective knowledge management system can empower this. This is why it’s important to understand efficiency and gaps within your knowledge management system as customers prefer to service in the most convenient way for their persona.

Self service 40

Self service Virtual Agent Wait times Chatbots 40

AWS Machine Learning

JULY 18, 2023

Amazon Lex is a service that allows you to quickly and easily build conversational bots (“chatbots”), virtual agents, and interactive voice response (IVR) systems for applications such as Amazon Connect. Today, a bot developer can improve self-service experiences without utilizing LLMs in a couple of ways.

Interactive Voice Response 98

Interactive Voice Response Engineering Chatbots Self service 98

Comm100

DECEMBER 16, 2024

Understanding Customer Service Automation Customer service automation is the use of technology to simplify and improve how businesses assist their customers. Another key feature of customer service automation is self-service options. Request a demo today Request Demo 3.

Customer Service 52

Customer Service Chatbots Omni-channel support Self service 52

DMG Consulting

AUGUST 31, 2021

Answer: Digital transformation, spurred on by the pandemic, has resulted in enterprises finally giving customers what they’ve wanted for the past five years – the ability to interact in their channels of choice, whether voice or digital, assisted by intelligent virtual agents (for self-service), as well as live agents, when needed.

Virtual Agent 78

Virtual Agent Self service Enterprise Contact Center 78

DMG Consulting

JANUARY 3, 2020

View this document on the publisher’s website. It’s 2030, and one of your agents is making mistakes. But because it is a robot that’s malfunctioning, you don’t need to give it a warning; you do need to get it fixed rapidly, as it’s hurting your customer service performance. 11/26/2019. By Donna Fluss.

contact center workforce 96

contact center workforce Contact Center Virtual Agent Interactive Voice Response 96

SmartAction

MAY 6, 2019

This is the third of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Read Part 1 and Part 2 first!

Self service 40

Self service Virtual Agent Best practices Contact Center 40

DMG Consulting

AUGUST 17, 2017

View this document on the publisher’s website. 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.

Contact Center 69

Contact Center Technology Big data Gamification 69

SmartAction

MAY 23, 2019

This is the fifth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text. This is why data and documentation in your contact center are so important.

Self service 40

Self service Virtual Agent Contact Center Engineering 40

Inbenta

JUNE 2, 2021

Many HR teams have challenges to overcome, such as reduced HR budgets or staffing that require them to do more with an HR automation tool that can automate manual tasks, simplify documentation procedures, relieve the burden of HR staff, and ensure compliance. Benefits of HR automation. Saves time and lets teams focus on critical issues.

Chatbots 83

Chatbots Self service Virtual Agent Morale 83

UJET

NOVEMBER 3, 2020

AI solves this problem by routing customers to the ideal customer service solutions quickly. A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. Agent Assist Minimizes AHT.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

Avaya

APRIL 10, 2019

80% increase in transactions handled by self-service apps. 25% reduction in agent turnover. Still, I frequently hear customers say: “AI is all hype,” to which I respond with documented ways companies are using AI today and finding huge success. 45% improvement in customer ratings. 39% growth in digital sales.

Contact Center 71

Contact Center voip Virtual Agent Analytics 71

TechSee

MARCH 11, 2024

Understanding Conversational AI Conversational AI refers to technologies that users interact with through a natural, conversational interface, like chatbots or virtual agents. There is no shortage of solutions providers who will provide you with premium access to a self-service and setup Conversational AI platform.

Chatbots 124

Chatbots Enterprise Scripts Virtual Agent 124

UJET

NOVEMBER 3, 2020

AI solves this problem by routing customers to the ideal customer service solutions quickly. A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. Agent Assist Minimizes AHT.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

DMG Consulting

OCTOBER 4, 2018

View this document on the publisher’s website. KM has awoken to a new reality; one where enterprises, not just their service organizations, are receptive to the concept of a single source of enterprise knowledge. Knowledge Management in the Era of AI. By Donna Fluss.

Management 72

Management Virtual Agent Gamification Technical Support 72

DMG Consulting

MARCH 1, 2019

Customer Service Is Everyone’s Responsibility. View this document on the publisher’s website. Customer service must be an essential element of the culture of every company, and all relevant departments must be part of the overall workflow. By Donna Fluss.

Customer Service 72

Customer Service Average Handle Time Virtual Agent Contact Center 72

TechSee

FEBRUARY 12, 2018

Virtual Customer Assistants. An increasing number of customers are demanding self-service options. Virtual customer assistants – also known as advanced chatbots – provide fast and human-like customer service at first contact. Virtual agent exhibitors at MWC 2018: Nuance.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

Virtual Customer Assistants. An increasing number of customers are demanding self-service options. Virtual customer assistants – also known as advanced chatbots – provide fast and human-like customer service at first contact. Virtual agent exhibitors at MWC 2018: Nuance.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

Fonolo

APRIL 6, 2020

Service Hub includes a shared email inbox, live chat software, and self-service tools, all of which integrate seamlessly with Aircall for phone support. Allowing you to connect to multiple customer service channels, including rentable telephone lines, live chat, and email queues.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

TechSee

MARCH 11, 2024

Understanding Conversational AI Conversational AI refers to technologies that users interact with through a natural, conversational interface, like chatbots or virtual agents. There is no shortage of solutions providers who will provide you with premium access to a self-service and setup Conversational AI platform.

Chatbots 109

Chatbots Enterprise Scripts Virtual Agent 109

DMG Consulting

JANUARY 17, 2019

View this document on the publisher’s website. Recent advancements in artificial intelligence, coupled with consumer partiality for digital channels, are driving interest in and adoption of intelligent virtual assistants (IVAs) and a related technology, robotic process automation (RPA), or “bots.” By Donna Fluss.

Self service 66

Self service Best practices Contact Center Healthcare 66

DMG Consulting

OCTOBER 4, 2017

View this document on the publisher’s website. In any case, these three applications can make major contributions to enterprises, customers, and agents, and should be considered by all contact centers as they begin to plan their 2018 budgets. Intelligent Virtual Agents (IVAs). By Donna Fluss.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

Balto

MARCH 17, 2025

Key Security Measures: End-to-end encryption for call recordings Role-based access controls Regular security training for all staff Compliance documentation systems Third-party vendor security assessments Managing Data Quality Garbage in, garbage outthis principle hits particularly hard in call center analytics.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

Creative Virtual

JANUARY 26, 2023

You can’t deliver reliable, accurate self-service tools if you can never be certain what response might be given. These limitations don’t mean you should write off ChatGPT or GPT-3 (and future versions) as completely ineffective in the realm of customer service and employee support. Yes, this is absolutely possible.

Virtual Agent 52

Virtual Agent Chatbots APIs Engineering 52

DMG Consulting

DECEMBER 7, 2017

View this document on the publisher’s website. The driver behind the AI revolution is the need for productivity and quality improvements, which are important for all enterprise applications and essential for people-intensive front- and back-office service organizations. I would like to receive the monthly DMG Newsletter.

Interactive Voice Response 48

Interactive Voice Response Virtual Agent Scripts Enterprise 48

3CLogic

SEPTEMBER 28, 2022

The ServiceNow Healthcare platform gives control to the patients and improves their experience by offering digital self-service options for common requests and virtual agent experiences that further enhance the self-service options available to patients. Improved Patient Care Experiences.

contact center solutions 52

contact center solutions Cloud contact Healthcare Contact Center 52

DMG Consulting

AUGUST 2, 2017

The Omni-Channel Agent Experience. View this document on the publisher’s website. By Donna Fluss.

Interactive Voice Response 96

Interactive Voice Response Contact Center CRM Virtual Agent 96

Outsource Consultants

JANUARY 27, 2025

Learn how nearshore call centers can improve service levels Reduce Abandonment Rates Abandonment Rate tracks the percentage of callers who hang up before speaking with an agent. Offer self-service options for quick issue resolution. To minimize ACW time: How to Reduce ACW Time: Automate routine documentation tasks.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

DMG Consulting

FEBRUARY 25, 2019

Service, quality management, and the customer journey will all see big gains. View this document on the publisher’s website. Leading organizations are combining self-service with live agent support to pre-engineer effortless service experiences. Speech Analytics and AI Is a Winning Combination.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

Squelch

JANUARY 29, 2020

I think it’s well-documented and just generally understood that if you have a happy front line, they are going to deliver a better experience for your customers. Here we’re thinking about communities, videos, virtual agents — essentially any non-human-assisted support. We’ve got amazing technology because we’re Microsoft.

Customer centricity 52

Customer centricity Virtual Agent Engineering outsourcing 52