Calabrio

MARCH 31, 2025

Instead, Calabrios auto quality management platform automates evaluations and QA scorecards , providing objective, data-driven insights into agent performanceacross 100% of evaluations. More Accurate Virtual Agents and IVR Elevate your self-service with intelligent virtual agents.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

Interactions

JANUARY 21, 2025

Heres how an Intelligent Virtual Agent (IVA) that blends technology with the human touch can deliver the personalized, caring support your customers crave when the next crisis hits. But failing to give customers advance notice could expose your utility to corrective actions, fines or even government investigations.

Interactive Voice Response 62

Interactive Voice Response Chatbots Virtual Agent Government 62

AWS Machine Learning

APRIL 8, 2025

This intelligent virtual agent understands natural language, accesses relevant data, and provides personalized responses, delivering fast and consistent support without overburdening the human customer service team.

Engineering 108

Engineering Virtual Agent Management Technology 108

SmartAction

NOVEMBER 19, 2019

Frost & Sullivan awards Purchasing Power ® for their AI-Powered Virtual Agent created in partnership with SmartAction ® to enable conversational self-service for their customers. SmartAction uses proprietary conversational AI to automate conversations that used to be handled by call center agents over phone, chat, and text.

Virtual Agent 40

Virtual Agent Self service Interactive Voice Response Government 40

Talkdesk

APRIL 14, 2020

The healthcare sector, government sector and e-commerce business owners are seeing a spike in their inbound calls, but contact centers are traditionally staffed with dozens to thousands of agents working in the office. Getting help from virtual agents Virtual agents and chatbots usage is increasing across all industries.

Contact Center 81

Contact Center Virtual Agent Chatbots Healthcare 81

DMG Consulting

DECEMBER 1, 2020

Contact centers all over the world, those with anywhere from 10 to thousands of agents demonstrated their flexibility and agility, along with the amazing commitment of their employees by being there for their customers. However, the key to success remains being able to connect with a live agent, when necessary. .

Contact Center 100

Contact Center Government Self service Virtual Agent 100

SmartAction

APRIL 1, 2020

SmartAction is responding to the current crisis with a Rapid Response Virtual Agent that intercepts callers with a seamless channel switching experience to answer commonly asked questions and even screen callers to create an escalation path (e.g. How a Rapid Response Virtual Agent Works. For a live demo, visit [link].

Virtual Agent 57

Virtual Agent Contact Center Healthcare Government 57

DMG Consulting

MARCH 31, 2022

Customers are demonstrating a desire to help themselves, regardless of the channel in which they interact with any organization, whether it is a company or government agency. Artificial intelligence (AI)-enabled omnichannel intelligent virtual agents (IVAs) are the future of self-service. & Solving the Problem.

Self service 54

Self service Interactive Voice Response Virtual Agent Government 54

Interactions

MAY 28, 2020

As governments plan a phased approach to open up businesses, consumers are both excited and cautious about their safety and welfare. Are you ready for AI or Virtual Agents? Coronavirus has economies around the world down to its knees. Being frugal and prudent is the key to survival and success in this economy.

Journey mapping 83

Journey mapping Virtual Agent Self service Government 83

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. When talking about self-service virtual agents, the first use case that usually comes to mind is customer service.

Self service 52

Self service Virtual Agent Chatbots Government 52

Creative Virtual

AUGUST 20, 2020

The first success story tells how an international financial services group’s V-Person virtual agent is rising to the challenges of customer support during the pandemic. The organisation discovered that their virtual agent was the best way to keep up with rapid changes and deliver accurate information to customers.

Virtual Agent 52

Virtual Agent Government Chatbots Self service 52

NICE inContact

JULY 29, 2019

Approximately 200 onsite and virtual agents handle corporate, government and leisure travel, making or modifying reservations, generating quotes and exchanging tickets. And then there’s the matter of remote agents. billion in annual sales, Omega World Travel is one of the largest travel management companies in the U.S.

Virtual Agent 11

Virtual Agent Contact Center Government APIs 11

Avaya

APRIL 10, 2019

Virtual agents/chatbots – Computer-aided, virtual robots that address basic questions and functions to free human agents to handle more complex ones. Customer sentiment analysis – Algorithms designed to detect human emotion, and make decisions based on it.

Contact Center 71

Contact Center voip Virtual Agent Analytics 71

SmartAction

JANUARY 16, 2020

It’s predicted that 50% of searches will be conducted through voice in 2020 (and 100% will be monitored by the Russian government). If you’ve experienced a bad Virtual Agent recently, chances are, it may have had nothing to do with the underlying technologies and everything to do with how it was designed. Conversational UX.

Virtual Agent 54

Virtual Agent Self service Government Healthcare 54

Creative Virtual

APRIL 7, 2020

We took a look at some of the benefits of using AI-enhanced chatbots and virtual agents to offer customer self-service. In Part 2, let’s explore how this technology can be deployed as an Agent Assist tool to support your contact centre agents. Reducing AHT but not solving those customers’ issues benefits no one.

Self service 52

Self service Virtual Agent Chatbots Government 52

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

Interactions

SEPTEMBER 23, 2021

In light of this, the Federal Government is urging state governments to tap into remaining Pandemic relief funds to continue to offer some sort of financial lifeline. NPR has confirmed that millions of Americans are losing benefits as a myriad of payment moratoriums end. However, this is not a guarantee.

Government 62

Government Virtual Agent Banking Contact Center 62

Cyara

MARCH 16, 2020

In the wake of what’s happened in the last month, local and national governments have advised, where possible, that those who can work from home do so in an effort to limit exposure and prevent the spread of the virus. There’s a lot to be proud of!

Government 84

Government Education Virtual Agent Contact Center 84

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). AI-enhanced chatbots and virtual agents empower employees to self-serve when and where they need support.

Self service 52

Self service Virtual Agent Chatbots Entertainment 52

Creative Virtual

DECEMBER 8, 2022

Being recognised as the best in conversational AI made our Founder & CEO, Chris Ezekiel, contemplate what makes a virtual agent or chatbot a true conversational AI solution and share his insights in a blog post. Also in November, Mugdha Desai, our Head of India Operations, took part in the Agile Mumbai 2022 Conference.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

Xaqt

JANUARY 15, 2021

As cities and municipalities receive an increasing number of calls to existing call centers regarding vaccine distribution, Xaqt provides an automated solution that deflects calls with artificial intelligence (AI)-driven virtual agents. Xaqt’s Intelligent Virtual Agents are also able to respond to SMS-based interactions.

Virtual Agent 40

Virtual Agent Government Contact Center Chatbots 40

Creative Virtual

JULY 30, 2019

Telecommunications company Telstra was in the news when their virtual agent Codi, a joint project with IBM and LivePerson, was branded a ‘virtual moron-idiot’ by customers. The National Disability Insurance Agency (NDIA), a government agency in Australia, was criticised for spending more than $3.5 we want to help.

Chatbots 40

Chatbots Virtual Agent Telecommunications Enterprise 40

Creative Virtual

FEBRUARY 7, 2019

That’s changing though as organisations add AI, chatbots and virtual agents to their 2019 roadmaps and digital workplace initiatives. Creative Virtual Founder & CEO, Chris Ezekiel, was one of the expert speakers and shared insights and live demonstrations of conversational AI solutions for employee engagement.

Virtual Agent 40

Virtual Agent Employee engagement Chatbots Government 40

3CLogic

JANUARY 24, 2024

As explained by Aragon Research , “the major challenges in AI often revolve around information quality and integrity, ethics, change management, security, and governance.” Solving Complex Inquiries Enhancing your self-service with intelligent virtual agents will drive personalized experiences.

Contact Center 64

Contact Center Virtual Agent Self service Coaching 64

Creative Virtual

JANUARY 28, 2020

Just as virtual agents and chatbots are ideal tools for customer self-service, they also lend themselves well to supporting employees in areas such as IT Service Management (ITSM), human resources (HR) and staff training. The post Employee Engagement, Employee Experience and Employee Self-Service appeared first on Creative Virtual.

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Employee engagement Self service Virtual Agent Chatbots 40

Creative Virtual

SEPTEMBER 17, 2019

It’s hard to find anyone involved with the chatbot and virtual agent industry who hasn’t heard the cautionary tale of Microsoft’s AI chatbot Tay. Fast forward a few years, and the chatbot and virtual agent landscape is now littered with poor-performing implementations and failed projects.

Chatbots 40

Chatbots Virtual Agent Enterprise Self service 40

CSM Magazine

JUNE 12, 2020

For instance, an employee can be a stockholder; a supplier can be an employee or customer; and government officials can also be consumers. When integrated with bots and virtual agents, AI can vault support services beyond scripted responses to assist with resolving more complex customer issues in call centers or support departments.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

DMG Consulting

APRIL 11, 2022

Logically, integration with intelligent virtual agents (IVAs) to provide comprehensive smart automation to customers via self-service applications is one of the most common uses. A primary cause is the lack of governance. Final Thoughts.

Real estate 48

Real estate Government Contact Center Virtual Agent 48

Creative Virtual

DECEMBER 13, 2018

It’s been another exciting year not only for Creative Virtual as a company, but also for the virtual agent, chatbot and live chat industry, with lots of new developments and innovation. This was the fourth time a group of runners from Creative Virtual did a 10k in support of the RSPCA.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

Taylor Reach Group

JUNE 5, 2017

When you look at outbound telemarketers, most of them are already moved away, to avoid the hindrance of government rules such as “do not call” etc. A virtual agent is available 24x7, never shows up late, never in a bad mood, scales well and consistently delivers a known level of support. In a word, automation.

outsourcing 50

outsourcing Telemarketing Virtual Agent Government 50

DMG Consulting

JANUARY 29, 2021

If scientists around the world could develop a series of vaccines for a previously unknown virus in less than 9 months, governments should be able to figure out how to distribute and administer it efficiently, though this is a complex logistics and distribution challenge for which there are proven solutions.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

DMG Consulting

FEBRUARY 7, 2023

Bomb threats and other types of warnings to a business/institution/government agency and its people happen too frequently. (To put this into perspective, when the fire alarm went off a few weeks later due to a fire drill that we had not been notified of, we immediately emptied the contact center, as the risk was perceived to be very high.)

Contact Center 48

Contact Center Interactive Voice Response Self service Virtual Agent 48

Taylor Reach Group

JUNE 15, 2017

When you look at outbound telemarketers, most of them are already moved away, to avoid the hindrance of government rules such as “do not call” etc. A virtual agent is available 24x7, never shows up late, never in a bad mood, scales well and consistently delivers a known level of support. In a word, automation.

Contact Center 48

Contact Center outsourcing Telemarketing Virtual Agent 48

DMG Consulting

JANUARY 20, 2022

While a large number of enterprises reported record earnings in 2020 (and indications are very positive for strong results in 2021), others either closed their doors or were kept afloat by government support and subsidies. Work-from-Home Drives Migration to the Cloud. That revenue total of nearly 1.9 This is an increase of $84.4

Contact Center 54

Contact Center Enterprise Employee engagement Virtual Agent 54

EPIC Connections

OCTOBER 20, 2017

Fortune 500 companies, small businesses and government entities around the world turn to EPIC Connections when conventional approaches are not enough to activate change and achieve results. This leaves call center agents with time to focus on more meaningful, human-only conversations. About EPIC Connections.

Contact Center 38

Contact Center Virtual Agent Self service Enterprise 38

JustCall

MARCH 10, 2023

Improve Team Productivity Inefficiencies in government agencies have repercussions beyond revenue. Better Compliance and Privacy Public sector companies must maintain compliance and privacy requirements set by the government. It’s also a matter of public safety and security. in a single, easy-to-use platform.

voip 40

voip Enterprise Government Multichannel 40

Dialer 360

SEPTEMBER 7, 2018

Focus On Virtual Agents. Usually, the company will invest in dedicated virtual reps. Even though, same time government of call center outsourcing supplier. Moreover, a digital not mean to focus more on process automation and less on human efforts. Some previous period, customer satisfaction of the highest quality.

outsourcing 20

outsourcing Call Center Contact Center Education 20