DMG Consulting

FEBRUARY 1, 2022

Self-Service Is the Channel of Choice—When It Works. For companies that have been trying to offload customer inquiries and interactions to self-service solutions for decades, there’s great news: Self-service is becoming the customer channel of choice. AI and Self-Service.

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Self service Virtual Agent Scripts Contact Center 59

DMG Consulting

JUNE 1, 2022

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. Essential and impactful tools in the AI-based service revolution. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . When: Today, 1 June 2022.

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Self service Consulting Consulting Enterprise 48

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

SmartAction

MARCH 15, 2019

SmartAction’s cloud-based virtual agents automate conversations that live agents traditionally handled over voice, chat, and text. Enterprise Connect will be held from March 18 to March 21 at the Gaylord Palms Resort and Convention Center in Orlando, Florida.

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Virtual Agent Enterprise Self service Contact Center 8

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. I’m curious to continue to watch how virtual agent traffic fluctuates as coronavirus-related restrictions change.

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Virtual Agent Banking Self service Government 52

DMG Consulting

FEBRUARY 15, 2018

IVAs Can Remake the Self-Service Landscape. 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. By Donna Fluss. View this document on the publisher’s website.

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Self service Interactive Voice Response Virtual Agent Analytics 54

DMG Consulting

AUGUST 16, 2022

IVAs: Self-Service Solutions that Work. Customers prefer the expediency of self-service, but they will not sacrifice a good experience for convenience. Intelligent virtual agents are omnichannel by design, allowing organizations to interact with customers in multiple channels, even during the same conversation.

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Self service Interactive Voice Response Virtual Agent Contact Center 48

TechSee

APRIL 21, 2021

Computer Vision AI-Based Self-Service. AI is reshaping the enterprise approach to self-service. AI enhances existing self-service capabilities, such as smart FAQ and IVR, with the new cognitive capabilities in chatbots or virtual agents.

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Call Center Contact Center Self service call center solutions 136

DMG Consulting

NOVEMBER 11, 2019

Question: Is voice biometrics used only for live-agent interactions or does it work with intelligent virtual agents too? Answer: Voice biometrics can provide authentication for interactions that take place with humans as well as with intelligent virtual agents (IVAs).

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Virtual Agent Self service Enterprise Technology 59

DMG Consulting

MARCH 31, 2022

Give Customers What They Want: Great Self-Service. Delivering an outstanding customer experience (CX) is a top goal for companies, as it is an essential and measurable differentiator between otherwise commoditized products and services. Donna Fluss. View this article on the publisher’s website. & Solving the Problem.

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Self service Interactive Voice Response Virtual Agent Government 54

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Intelligent Virtual Agent Product and Market Report.

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Virtual Agent Consulting Consulting Marketing 48

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

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 86

DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. State of the art self-service and compelling benefits that transcend verticals. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

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Virtual Agent Consulting Consulting Interactive Voice Response 48

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

SmartAction

FEBRUARY 21, 2020

Fabletics leverages a Virtual Agent to interact with their customers every time you call them. If you have multiple self-service destinations and a variety of agent skill-sets, it’s in your best interest to allow the user to tell you why they called. Keep it Conversational. But many should be.

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Virtual Agent Self service Best practices Enterprise 55

SmartAction

AUGUST 18, 2020

Los Angeles, CA – August 18, 2020 – SmartAction®, a leading provider of AI-powered virtual agents for contact centers, today announces its promotion of Gary Davis from President to Chief Executive Officer. As a result, our clients are able to free up their live agents to handle higher priority conversations. About SmartAction .

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Virtual Agent Entertainment Contact Center Self service 94

TechSee

SEPTEMBER 21, 2023

Generative AI will be transformative for every enterprise. These are the keys to unlocking mainstream adoption of Generative AI for service and CX. AI that can interact naturally with users has the potential to augment and automate every service interaction across every channel.

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Engineering Enterprise Chatbots Self service 109

Creative Virtual

SEPTEMBER 24, 2019

For as long as virtual agents and chatbots have been used by companies to provide customer self-service, they have been criticised for removing the human touch from interactions and taking away the opportunity to build an emotional connection with customers. By Mandy Reed, Global Head of Marketing.

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Self service Virtual Agent Chatbots Best practices 40

3CLogic

APRIL 20, 2021

It’s no surprise then that leading companies are adopting voice self-service solutions in addition to their IVR solutions to not only manage call volume but provide a higher quality of customer service and improve call agent performance. The question is no longer should I adopt voice self-service for my contact center?

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Self service Interactive Voice Response Call flow Contact Center 52

3CLogic

AUGUST 18, 2020

However, migrating to the cloud is not as simple as flipping a switch, especially if an enterprise has already invested in an on-premise telephony infrastructure. However, enterprises continue to remain dependent on their existing call center platform (IVR, queue management, reporting, etc.)

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call center solutions Call Center Cloud contact CRM 96

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.

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Virtual Agent Self service Enterprise Contact Center 78

DMG Consulting

JANUARY 3, 2020

Intelligent virtual agents (IVAs) and attended robot process automation (RPA, also known as robots) are being used to enhance productivity and service quality. IVAs are replacing IVRs and other enterprise self-service solutions and are increasing the volume of fully automated interactions.

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contact center workforce Contact Center Virtual Agent Interactive Voice Response 96

DMG Consulting

DECEMBER 1, 2020

Artificial Intelligence (AI)-based self-service capabilities – Self-service has become the channel of choice for customers in many countries, as surprising as it seems. However, the key to success remains being able to connect with a live agent, when necessary. .

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SmartAction

FEBRUARY 11, 2020

Leading provider of AI-powered Virtual Agents for omnichannel self-service posts its largest growth in sales bookings for the year. As the global intelligent virtual agent market is expected to reach $11.3b Surpassed 100 large enterprise implementations. SmartAction’s 2019 Momentum Highlights.

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Virtual Agent Self service Enterprise SaaS 57

DMG Consulting

AUGUST 17, 2017

Contact Centers are some of the most technically sophisticated operations in the enterprise, putting to use more than 45 systems and applications. This sector now has more than 150 competitors worldwide, giving both enterprises and small and midsize organizations many good choices. Self-service. Speech analytics.

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Contact Center Technology Big data Gamification 69

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. What managed services are looking for? Where are you in your AI journey? What is their AI track record?

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Chatbots Enterprise Scripts Virtual Agent 124

DMG Consulting

OCTOBER 13, 2020

IVAs Role in Delivering a Great Service Experience. Three years ago, few companies had heard of intelligent virtual agents (IVAs), and fewer were willing to invest in them. DMG expects to see the IVA sector perform well during the pandemic and after as companies invest to enhance their omni-channel self-service capabilities.

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Self service Virtual Agent Consulting Consulting 87

DMG Consulting

JUNE 11, 2019

The robotic process automation (RPA) market is growing rapidly, and new uses are being identified throughout enterprises continually. Powered by speech technologies, AI, machine learning, analytics and more, IVAs are being leveraged to usher in a new standard of voice and digital self-service, in a channel-optimized format.

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Marketing Virtual Agent Consulting Consulting 80

DMG Consulting

JULY 16, 2019

Answer: Customer journey mapping provides enterprises with a visual representation of the touchpoints that prospects or customers traverse when interacting with their organization, from the first touch through the last. Question: What’s the difference between customer journey mapping and customer journey analytics? on customer behavior.

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Journey mapping Analytics Interactive Voice Response Social media contact 67

Netomi

OCTOBER 25, 2021

It has over 160,000 customers, including some of the largest enterprise brands in the world such as Siemens, Uber, Instacart and Polaris. It’s targeted at high-growth and enterprise companies that need sophisticated features, and because of this, is the more expensive option. Freshdesk Knowledge Base and Self Service .

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Chatbots Enterprise Virtual Agent Self service 85

CSM Magazine

FEBRUARY 28, 2020

Spitch AG, the leading developer of enterprise speech solutions have announced a partnership with Creative Virtual, a world leader in customer and employee engagement solutions. . The partnership is already creating interest in the marketplace, with the companies currently collaborating on several projects. About Spitch.

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Virtual Agent Self service Banking Chatbots 59

DMG Consulting

NOVEMBER 3, 2020

The last few years have brought significant changes to WFM solutions; they have been enhanced to meet the needs of omni-channel servicing environments, multinational enterprises, digital natives and the up-and-coming Gen Z workforce. . Self-Service Comes on Strong.

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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.

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Interactive Voice Response Virtual Agent Contact Center Self service 82

Creative Virtual

JANUARY 28, 2021

Ask any seller of a highly complex and customizable chatbot or virtual agent system about cost and you’re likely to get an evasive answer. The ongoing work to improve the chatbot’s performance and to get the best out of self-service in your unique deployment is what makes the difference. There’s no one-size fits all.’ ‘I’d

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Chatbots Consulting Consulting Virtual Agent 98

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. What managed services are looking for? Where are you in your AI journey? What is their AI track record?

Chatbots 109

Chatbots Enterprise Scripts Virtual Agent 109

TechSee

MARCH 13, 2018

The hype was generated by successive breakthroughs in multiple industries, such as self-driving cars, smart assistants, etc., as well as a PR blitz by some of the leading technology enterprises. Virtual Agents. We will be watching these up-and-coming AI trends closely in 2018, and so should you.

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Customer Service Chatbots Virtual Agent Technical Support 95