Remove How To Remove Interactive Voice Response Remove Virtual Agent
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Using transcription confidence scores to improve slot filling in Amazon Lex

AWS Machine Learning

Interaction model The following are different customer experiences a caller may have depending on what they say and the transcription confidence scores returned by Amazon Lex: Conversation 1: Virtual Agent: Thank you for calling Acme Travel. Virtual Agent: In a few words, what is the reason for your call today?

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Amazing Business Radio: Genefa Murphy

ShepHyken

Intelligent Virtual Assistant. The Opportunities and Fears Surrounding Intelligent Virtual Assistant. They discuss how to use AI and automation to increase efficiency, capacity, and effectiveness within your contact center and ultimately deliver a better customer experience. People still use voice channels.

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From Knowledge Base to Virtual Agents: The Shift to AI-powered Self Service

TechSee

In the early days of self service, companies implemented static channels such as FAQs, how-to videos, troubleshooting guides, and knowledge bases. Here are the steps to get started: Build the virtual agent around a single strategic objective. Is it cost reduction?

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Human-Centered Design Is the Heart of Intelligent Virtual Agents

SmartAction

Use a natural, empathetic voice. No one wants to listen to an unfriendly, unhelpful, and inhuman voice. Your IVR voice should be warm and friendly, evoking the feeling that the caller can see a smile on the speaker’s face. In these two very different customer conversations, you’ll see the difference intelligent IVR makes.

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4 Ways AI-powered Virtual Agents Automate the Contact Center

Speaker: Tom Lewis, CEO of SmartAction

Register now to hear Tom Lewis, CEO of SmartAction, discuss how leading contact centers are leveraging the power of conversational AI through cloud-based virtual agents that automate the call types and chats traditionally handled by live agents. Examples from CX leaders on how and where they deployed virtual agents.

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What is Conversational AI and How Does it Work?

DMG Consulting

without the help of a live agent, salesperson, or other employee. When a CAI solution doesnt know how to handle a request, it is escalated to its human counterparts, along with customer and interaction data to provide background and context as part of the hand-off process.

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Steering the Shift to Conversational IVR

TechSee

Interactive voice response (IVR) allows a company’s computer system to engage with customers through voice and touch-tone telephone keypads. Today, it is evolving into the Conversational IVR model that offers much more than a simple customer routing system. Conversational IVR transition challenges.