AWS Machine Learning
DECEMBER 23, 2024
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?
Talkdesk
SEPTEMBER 16, 2020
From knowledge bases to virtual agents, the potential disruption that a solid set of self-service applications can bring to contact center efficiency and customer experience is unquestionable and justifies all the buzz. Additionally, virtual agents can provide sustainable 24/7 support for many contact centers.
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TechSee
FEBRUARY 20, 2018
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?
ShepHyken
JANUARY 4, 2022
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.
Speaker: Gary Davis, SmartAction CEO
Understanding the work involved before and after you deploy a virtual agent makes all the difference between a poor customer experience and one that’s on par with your best live agent. How automating a customer service call isn’t as simple as using a script from a human interaction.
SmartAction
NOVEMBER 8, 2023
In the audio below, you’ll hear a supposed “smart” virtual agent take an entire minute just to ask him what the problem is as a robotic voice interrogates Alex. He’s trying to answer questions while rapidly fumbling through his wallet for a membership ID because this virtual agent has no personalization. Personalization.
TechSee
OCTOBER 23, 2018
With unprecedented advances in algorithms and other machine learning tools, AI-enhanced solutions, such as virtual assistants or chatbots, can learn how to respond, engage or process many standard tasks — including customer service queries. . AI and Personalization – The Paradox of Personalization via a Machine.
Speaker: Tom Lewis, CEO of SmartAction
This means more and more companies are implementing cloud-based virtual agents that automate conversations traditionally handled by live agents, all of which can be done across several different channels. How to design “lanes” for virtual agents to outperform live agents.
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.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
If you're not already using conversational AI, then you may be on the fence regarding their usefulness in the field, or perhaps you're unsure about how to implement it at your company. How TechStyle saved $1.1M Why the performance of TechStyle's virtual agents rivals that of live agents.
Speaker: Brian Morin, CMO, Mark Landry, VP Product, Marilyn Cassedy, Director of Customer Success, SmartAction
It just so happens that whenever we design and deploy a new AI-powered virtual agent over voice, the self-service application invariably falls into one of 5 distinct categories. If it fits into one of these 5 categories, a live human agent should never handle it. Understand top use cases driving conversational AI adoption.
Speaker: Sofia Burton & Tiffany O'Malley from SmartAction
Agent attrition has always been a huge problem, but now the difficulties of the worker shortage make securing live agents for call centers highly competitive. Virtual agents are an expansion of your best live agent — and they can cut operating costs on average of 66%. Demonstrating those best use cases.
Speaker: Brian Morin, Helena Chen, and David Parsons from SmartAction
How to modernize the self-service experience with an AI virtual agent that resolves issues conversationally. What use cases are ideal for automation -- and what’s difficult for most virtual agents to get right. You’ll learn: The latest in self-service deployments over voice & chat through live demonstrations.
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Depending on the customer base, you may have 40% of your chat, SMS, and email answered by a chatbot, 30% of voice calls answered by a virtual agent or voice bot, and only 30% actually answered by a human. An Al solution with only the highly technical or difficult calls coming to a human agent is what your organization needs.
Speaker: Brian Morin, Helena Chen, and Sofia Burton from SmartAction
Key takeaways: Why there’s a shortage of call center agents during a time of relatively high unemployment. How to mitigate the impact of an understaffed contact center with conversational AI. How the maturation of conversational AI tools enables virtual agents to perform on par with live agents.and more!
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