Talkdesk

FEBRUARY 13, 2020

Gartner’s Four Best Practices for Implementing Extreme Customer Self-Service. According to Gartner’s 2018 Best Practices for Implementing Extreme Customer Self-Service Report , by 2022, 85% of customer service interactions will start with self-service, up from 48% today.

Virtual Agent 54

Virtual Agent Customer Experience B2C Self service 54

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 ). Why Avaya Validated the SmartAction AI Self-Service Solution.

Virtual Agent 9

Virtual Agent Self service Contact Center Interactive Voice Response 9

Creative Virtual

SEPTEMBER 9, 2020

By Rachel F Freeman, Operations Director & Laura Ludmany, Knowledgebase Engineer. 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

Cisco - Contact Center

AUGUST 3, 2020

This open platform architecture enables our customers to easily add and integrate with advanced cloud applications such as AI-based virtual agents, advanced data analytics, workforce optimization, and other Webex applications, including Webex Experience Management, Webex Calling, and Webex Control Hub.

Contact Center 116

Contact Center Technology contact center solutions Virtual Agent 116

TechSee

SEPTEMBER 21, 2023

As a Generative AI enterprise platform, Sophie AI is built to secularly observe, learn and interact at scale, helping your agents, engineers and end-customers. In contrast, Sophie AI is trained like today’s human agents and engineers.

Engineering 109

Engineering Enterprise Chatbots Self service 109

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.

Interactive Voice Response 78

Interactive Voice Response Virtual Agent Self service Contact Center 78

Creative Virtual

OCTOBER 6, 2022

By Maria Ward, Account Manager & Knowledgebase Engineer. Developments over the past two years have greatly increased the accuracy and reliability of many translation engine applications. This has opened up new possibilities for delivering multilingual customer self-service.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

SmartAction

MAY 9, 2019

This is the fourth 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 , Part 2 , and Part 3 first! Building in Silos.

Self service 44

Self service Virtual Agent Contact Center Best practices 44

SmartAction

SEPTEMBER 16, 2022

The ability of conversational AI technology to detect and understand speech are two of the biggest challenges faced by the Intelligent Virtual Agent (IVA). Then, adding in experienced software engineers to fine tune the system results in an IVA that is extremely accurate in speech detection. GET IN TOUCH. Get a Demo.

Interactive Voice Response 93

Interactive Voice Response Virtual Agent Contact Center Engineering 93

Upstream Works

DECEMBER 20, 2022

By suppressing audio that isn’t speech-based, speech recognition engines driven by AI – will be more accurate in capturing conversations, which will ultimately lead to better customer experiences. This use case can take many forms, with self-service automation often coming to mind right away. Virtual Agent.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

Balto

MARCH 3, 2025

The most effective automation tools include: Interactive Voice Response (IVR) systems AI-powered chatbots Automated email responses Virtual agents for basic troubleshooting Call center automation refers to the strategic use of technology to handle repetitive and time-consuming tasks within a call center.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

SmartAction

JULY 10, 2024

CereProc and SmartAction bring Capacity tech and talent that will help the company grow its scalable voice and virtual agent solutions. “ Customer expectations are rising and that means support teams need better tools to improve customer experiences and free up their agents to solve higher-level challenges, ” said David Karandish, CEO, Capacity.

Contact Center 65

Contact Center Virtual Agent Self service Engineering 65

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. Best Practice #5: Human-Centric Design from a team of CX Experts.

Self service 40

Self service Virtual Agent Contact Center Engineering 40

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

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. The bots can answer FAQs, provide self-service experiences, or triage customer requests before transferring to a human agent.

Cloud contact 122

Cloud contact Contact Center Chatbots APIs 122

UJET

MARCH 22, 2021

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. Providing a means of self-service. Gathering contextual information for the agent. Conversational AI & Virtual Agents.

Interactive Voice Response 82

Interactive Voice Response Virtual Agent Contact Center Self service 82

SmartAction

DECEMBER 3, 2020

And that creates a problem for contact center leaders who want to implement AI for self-service while maintaining a customer experience (CX) that is as good or better than speaking to a human. There is no such thing as a “one size fits all” NLU engine to achieve the highest accuracy possible.

Virtual Agent 70

Virtual Agent Engineering Self service Contact Center 70

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

UJET

DECEMBER 17, 2020

Advanced NLP algorithms collect and learn from a diverse range of human voices , which means the speech engine can recognize a language no matter the accent or impediment. It can also help virtual assistants offer better sets of options that lead to a faster, more satisfying resolution. More empathetic responses to unhappy customers.

Virtual Agent 72

Virtual Agent Interactive Voice Response Chatbots Self service 72

UJET

DECEMBER 17, 2020

Advanced NLP algorithms collect and learn from a diverse range of human voices , which means the speech engine can recognize a language no matter the accent or impediment. It can also help virtual assistants offer better sets of options that lead to a faster, more satisfying resolution. More empathetic responses to unhappy customers.

Virtual Agent 72

Virtual Agent Interactive Voice Response Chatbots Self service 72

Creative Virtual

OCTOBER 9, 2020

They are speaking into their mobile devices to create messages on apps such as WhatsApp or Telegram, asking their search engine for information or giving commands to smart speakers like Amazon Alexa or Google Home. Or – wow, this is amazing – they are using their mobile phone to call your service centre. It’s not complicated.

Interactive Voice Response 59

Interactive Voice Response Customer Service Virtual Agent Transportation 59

Creative Virtual

APRIL 14, 2020

By Laura Ludmany, Knowledgebase Engineer. 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. Naturally, we are all seeking reassurance, guidance, help and support.

Customer Support 52

Customer Support Virtual Agent Banking Self service 52

Creative Virtual

APRIL 16, 2020

By Laura Ludmany, Knowledgebase Engineer. Delivering excellent customer service is more important than ever, as it can be a real ‘make it or break it’ experience for customers looking for quick answers in these uncertain times. I love looking after several projects, as I always get fresh ideas and it’s never a dull day.

Customer Support 52

Customer Support Virtual Agent Banking Self service 52

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. AI Streamlines Agent Training.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

TechSee

MARCH 13, 2018

The customer service industry, in particular, pinned high hopes on AI, expecting that upon its introduction to the market, smart machines would truly transform the customer experience. Virtual Agents. Comparing data from multiple sources to past patterns can predict sales conversions, customer lifetime value, churn and more.

Customer Service 95

Customer Service Chatbots Virtual Agent Technical Support 95

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. AI Streamlines Agent Training.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

Creative Virtual

MAY 13, 2021

Within many companies, the digital customer service experience has evolved slowly and separately from other pieces of the support puzzle, such as the contact centre. For many years, when having a static set of FAQs on a website was enough for online self-service, organisations could get away with that siloed approach.

Virtual Agent 52

Virtual Agent Self service Telecommunications APIs 52

3CLogic

JANUARY 24, 2024

Bern Elliot, Vice President Analyst at Gartner explains : “Customer service and support leaders seeking to use AI to improve digital and self-service customer service should ensure they have sufficient, accurate and relevant data to support customer service insights and predictions use cases”.

Contact Center 64

Contact Center Virtual Agent Coaching Self service 64

DMG Consulting

OCTOBER 4, 2017

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). The acquired knowledge is assimilated and leveraged in future interactions.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

DMG Consulting

JANUARY 17, 2019

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.” At the same time, customers benefit from individualized customer experiences.

Self service 66

Self service Best practices Contact Center Healthcare 66

REVE Chat Blog

NOVEMBER 6, 2019

Automate your call center support with self service tools. Self service problem solving or DIY fix method can be greatly emphasized on business websites. This is an efficient way of handling most preliminary concerns where call center agent support is not compulsive. . virtual agents. FAQ pages .

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

Creative Virtual

DECEMBER 10, 2020

I don’t need to tell you that not everything went as planned, but there were still some bright spots for us and the chatbot, virtual agent and live chat industry. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen. 2020 was a record-breaking year for use of our virtual agent and chatbot implementations.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Netomi

SEPTEMBER 20, 2021

Netomi’s AI platform helps companies automatically resolve customer service tickets on email, chat, messaging and voice. It has the highest accuracy of any customer service chatbot due to its advanced Natural Language Understanding (NLU) engine. Interested in learning more about Zendesk for customer service?

Chatbots 126

Chatbots APIs Surveys Analytics 126

Netomi

AUGUST 31, 2022

You’ll want to track and recognize your agents who have the lowest average handle time, highest first contact resolution, solve a large volume of tickets, deliver high CSAT and more. Ensure your agent desk platform allows you to drill down to specific agent performance, including both human and AI-powered virtual agents.

Metrics 75

Metrics Customer Service Virtual Agent Average Handle Time 75

SmartAction

OCTOBER 8, 2018

This route is generally very burdensome, considering the human resources needed – engineers, linguists, CX specialists, Quality Assurance – and the long development lifecycle associated with such a build. Building Customer Loyalty through Low-Effort Automated Customer Service. Why Choose SmartAction?

Call Center 40

Call Center Virtual Agent Chatbots Self service 40

Squelch

JANUARY 29, 2020

When I give talks about digital support transformation outside of Microsoft, I always link it to the people because, no matter how much we transform digitally and move to self-service , you’re always going to need people. It’s incredibly impactful for engineers and advocates to see the difference we make. We’re so lucky.”.

Customer centricity 52

Customer centricity Virtual Agent Engineering outsourcing 52

SmartAction

NOVEMBER 12, 2018

El Segundo, CA – November 12, 2018 — SmartAction, the leading AI-powered virtual agent solution for contact centers, today announced that its solutions are compliant with key contact center solutions from Avaya, a global provider of business communications software, systems, and services. About SmartAction.

Virtual Agent 40

Virtual Agent contact center solutions Contact Center Enterprise 40