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

TechSee

FEBRUARY 19, 2024

LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. This could be by automating common tasks performed by agents, or by augmenting agent knowledge and training with virtual agent assistants.

Virtual Agent 124

Virtual Agent Chatbots Enterprise Wait times 124

SmartAction

JULY 29, 2021

Virtual agents are made to take over the calls that require quick resolution with minimum human effort. Depending on the organization’s business rules, capabilities can be stretched to fit more in the bucket of a virtual agent. Myth #3: Intelligent virtual agents are built and then done.

Virtual Agent 111

Virtual Agent Call Center Contact Center Engineering 111

TechSee

OCTOBER 9, 2018

Most top-tier cloud CRM solutions include a self-service engine to manage the knowledge base and help customers solve problems on their own. AI-powered virtual agents. Self-service starts with a well-managed knowledge base that can understand the user’s query and present the right solution. Personalization. Know your customer.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

TechSee

OCTOBER 23, 2018

Personalized product recommendations: AI-driven recommendation engines offer customers products tailored to their preferences. Amazon reports that 35% of all their sales are generated by the recommendation engine. 45% of online shoppers are more likely to shop on a website that makes personalized recommendations.

Personalization 157

Personalization Customer Service Chatbots Analytics 157

TechSee

FEBRUARY 19, 2024

LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. This could be by automating common tasks performed by agents, or by augmenting agent knowledge and training with virtual agent assistants.

Virtual Agent 109

Virtual Agent Chatbots Enterprise Wait times 109

Connect

FEBRUARY 2, 2025

Furthermore, the extracted insights ultimately provide the knowledge sources needed to fully embrace AI-based automation in the business, which supports solutions like chatbots and virtual agents, eventually leading to AI agents.

Journey mapping 65

Journey mapping Virtual Agent Cloud contact Chatbots 65

ConvergeOne

MARCH 16, 2023

Why on earth would the call center be the only engagement engine for this brand? Imagine creating location-based virtual agent experiences ( “Dan’s in the poker room” ) that use affinity data ( “Dan loves Texas Hold ’em” ) to delight the guest. Imagine a high-end casino resort and spa experience.

Virtual Agent 84

Virtual Agent Engineering Call Center Contact Center 84

CSM Magazine

SEPTEMBER 17, 2020

Conversational AI (aka intelligent chatbots or virtual agents) combines artificial intelligence (AI) and automation to streamline customer interactions across channels. Simplifying the creation and maintenance of virtual agents across the enterprise is critical. Essentially, it is what makes a Virtual Agent smart.

Virtual Agent 98

Virtual Agent Customer Service Contact Center Chatbots 98

SmartAction

NOVEMBER 15, 2023

Underpinned by state-of-the-art technology, you can now have a conversation with virtual agents who will understand customer needs and address them quickly. AI-Powered Chatbots AI-driven chatbots have evolved into sophisticated virtual assistants. Or is it something else?”

Self service 100

Self service Virtual Agent Chatbots Analytics 100

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

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. It lets them build on the years of investment they had already made in their English-speaking virtual agent.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

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

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

SmartAction

DECEMBER 3, 2020

It’s hard enough for speech-to-text engines to get the audio right when composing a text message or speaking to a home device, which is a high def experience. There is no such thing as a “one size fits all” NLU engine to achieve the highest accuracy possible. So how did our virtual agent know what the caller meant to say?

Virtual Agent 70

Virtual Agent Engineering Self service Contact Center 70

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. Virtual Agent. A second virtual agent use case is assisting or coaching agents during the interaction with customers.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

AWS Machine Learning

FEBRUARY 6, 2023

To support WaFd’s vision, Talkdesk has extended its self-service virtual agent voice and chat capabilities with an integration with Amazon Lex and Amazon Polly. Talkdesk has extended its self-service virtual agent voice and chat capabilities with an integration with Amazon Lex and Amazon Polly.

Cloud contact 77

Cloud contact Self service Contact Center Virtual Agent 77

SmartAction

MAY 23, 2023

FORT WORTH, Texas, May 23, 2023 /PRNewswire/ — SmartAction , a top-tier AI platform provider specializing in advanced Intelligent Virtual Agents (IVA) and conversational AI solutions, is proud to announce the successful closing of a new round of funding. For more information, visit www.tvccapital.com.

Real estate 86

Real estate Virtual Agent B2B Contact Center 86

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

TechSee

MARCH 13, 2018

In 2017, all eyes were on chatbots and virtual agents – the assumption being that they would take over a significant part of the customer interaction and deliver real value in communicating with customers. Virtual Agents. A major driver for the chatbot disappointment in 2017 was the inflated expectations.

Customer Service 95

Customer Service Chatbots Virtual Agent Technical Support 95

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). Intelligent virtual agents (IVAs). Technology. How it Works.

Interactive Voice Response 78

Interactive Voice Response Virtual Agent Self service Contact Center 78

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

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

Connect

APRIL 18, 2024

It is costly and complex to build out Gen AI capabilities as creating the modelling needed to derive insights from AI engines is intensive, requiring scarce and expensive resources like data scientists and other technical experts. However, Gen AI is not a plug-and-play solution.

Virtual Agent 87

Virtual Agent Chatbots Average Handle Time Engineering 87

UJET

MARCH 22, 2021

Conversational AI & Virtual Agents. Now, when it comes to conversational AI and virtual agents, you can drive significant growth in 3 key areas: You can reduce the time customers spend in the IVR and the frustration associated with robotic voice prompts by using AI-powered conversational and intent based routing.

Interactive Voice Response 82

Interactive Voice Response Virtual Agent Contact Center Self service 82

UJET

NOVEMBER 3, 2020

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. After a call, agents spend extra time copying notes to your CRM tool. your agent can say, “I see you’re having trouble with X.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

AWS Machine Learning

AUGUST 8, 2024

By integrating generative AI, they can now analyze call transcripts to better understand customer pain points and improve agent productivity. Cisco has also implemented conversational AI experiences, including chatbots and virtual agents that can generate human-like responses, to automate personalized communications based on customer context.

Contact Center 118

Contact Center Engineering Analytics contact center solutions 118

DMG Consulting

MARCH 1, 2020

There has been great innovation in voice self-service engines, as reflected by the offerings from Amazon, Google, Apple, and Microsoft. Some of the biggest companies have come to market with their own speech engines as they compete to dominate the self-service and artificial intelligence (AI) landscapes. The Business Opportunity.

Self service 87

Self service Interactive Voice Response Enterprise Virtual Agent 87

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

UJET

NOVEMBER 3, 2020

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. After a call, agents spend extra time copying notes to your CRM tool. your agent can say, “I see you’re having trouble with X.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 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. A variety of smart speakers , like Alexa, Cortana or Google Home, can be integrated with our self-service virtual agents.

Interactive Voice Response 59

Interactive Voice Response Customer Service Virtual Agent Transportation 59

AWS Machine Learning

JULY 25, 2024

In the _generate_test_status step, the evaluator generates the test status with reasoning based on the responses from the target. { "timestamp": "2024-04-17 12:52:12.976985+00:00", "step_name": "_generate_test_status", "system_prompt": "You are a quality assurance engineer evaluating a conversation between an USER and an AGENT.

APIs 124

APIs Engineering Best practices Virtual Agent 124

Creative Virtual

APRIL 16, 2020

By Laura Ludmany, Knowledgebase Engineer. 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.

Customer Support 52

Customer Support Virtual Agent Banking Self service 52

DMG Consulting

AUGUST 17, 2017

Bots and the more advanced intelligent virtual agents (IVAs), enabled by AI and machine learning, are rightfully attracting a great deal of attention. Millennials will call or email if they have to, but they’ll gravitate to companies that enhance their voice and web-based self-service. Speech analytics.

Contact Center 69

Contact Center Technology Big data Gamification 69

Inbenta

AUGUST 23, 2024

Instead of long wait times, virtual agents can guide customers instantly and autonomously, answering questions and providing support without the need for a human on the other end. Insurance companies are turning to AI-driven search engines to solve this problem.

Virtual Agent 52

Virtual Agent Engineering Chatbots Advertising 52

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. To enable efficient retrieval of relevant information, configure the document retriever using the LlamaIndex Retriever Query Engine.

Interactive Voice Response 90

Interactive Voice Response Engineering Chatbots Self service 90