Talkdesk

MARCH 24, 2020

In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base. Now, we’re going to dive into the different stakeholders within and outside of the contact center who will benefit from this evolution of the traditional knowledge base, and how you can use it to transform your customer experience. .

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Average Handle Time Self service First call resolution Virtual Agent 57

Talkdesk

FEBRUARY 13, 2020

AI-powered conversational assistants, or “virtual agents”, can quickly deliver the answers and outcomes over voice-enabled channels. When you already have a deep knowledge base, a strong CRM engine and the conversational transcript, it is time to build a virtual agent that can turn any time into your prime time for great CX.

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Virtual Agent Customer Experience B2C Self service 54

TechSee

OCTOBER 9, 2018

Utilize robust self-service tools such as FAQs, AI-powered knowledge bases and virtual technicians to help them find answers by themselves quickly. Self-service starts with a well-managed knowledge base that can understand the user’s query and present the right solution. AI-powered virtual agents.

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Customer Service Self service Virtual Agent Chatbots 359

Calabrio

MARCH 31, 2025

Empowerment and enhanced knowledge for agents: Real-time support and faster access to customer interaction analysis and actionable insights equip agents to handle inquiries more effectively. Enhanced Knowledge Bases Speed Up Answers Give your agents the power of instant expertise.

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Contact Center Customer Service Virtual Agent Self service 52

CSM Magazine

MARCH 6, 2025

Choose the “Chat” Option : You can choose to speak with an agent via chat. Click on “Chat” and Microsoft will connect you with a virtual agent or live agent depending on the nature of your issue. Describe Your Problem : Clearly explain the issue in the chat window to ensure accurate support.

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Virtual Agent Wait times Chatbots Accountability 52

TechSee

JANUARY 14, 2020

Automated agent assistance gives agents real-time guidance during customer interactions, freeing them from the burden of remembering workflows, troubleshooting processes and rules – the system does that – and enabling them to focus on pleasing their customers or dealing with more complex issues. Why agents are embracing the change.

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Call Center Virtual Agent Self service Contact Center 124

AWS Machine Learning

SEPTEMBER 29, 2022

The solution discussed in this post enables customers to interact with a voice bot backed by a curated knowledge base in a natural and conversational manner. Customers can get answers without having to wait for a human customer service representative, thereby improving resolution time and customer satisfaction.

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Comm100

DECEMBER 16, 2024

These are resources like FAQ pages, step-by-step guides, or a searchable knowledge base that lets customers find answers on their own. Customers experience faster, more accurate resolutions while repetitive tasks are offloaded from human agents, enabling them to focus on more nuanced issues. Request a demo today Request Demo 3.

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Customer Service Chatbots Omni-channel support Self service 52

Insite Managed Solutions

SEPTEMBER 20, 2018

This is why it’s important to understand efficiency and gaps within your knowledge management system as customers prefer to service in the most convenient way for their persona. If you know you have a consistent knowledge base, perhaps it’s time to take it a step further to enable self-service options.

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Self service Virtual Agent Wait times Chatbots 40

TechSee

JANUARY 14, 2020

Automated agent assistance gives agents real-time guidance during customer interactions, freeing them from the burden of remembering workflows, troubleshooting processes and rules – the system does that – and enabling them to focus on pleasing their customers or dealing with more complex issues. Smarter Agents. Specialization.

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Virtual Agent Self service Contact Center Call Center 109

DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. The 2018 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions.

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Virtual Agent Consulting Consulting Interactive Voice Response 48

Xaqt

JUNE 1, 2020

All the while, Virtual Agents and Robotic Process Automation (RPA) threaten to eliminate much of the human capabilities that outsources have built their business on. Amazon, Google, Microsoft) and well-funded start-ups are selling the value proposition of bots, virtual agents and AI to their enterprise customers.

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Virtual Agent outsourcing Call Center Real estate 52

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. Foundational component of next-gen, digitally transformed service organizations. Botanic Technologies and Capito.ai are covered at a high level.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

SmartAction

NOVEMBER 22, 2023

Conversational AI helps them out of what seems to be an endless cycle of button pressing and voice prompts to connect them immediately with a virtual agent. This means a lighter load and less stress for your agents, resulting in less worker attrition, as well as requiring fewer workers in your call center. Collaborate.

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Contact Center Interactive Voice Response Virtual Agent Management 91

Calabrio

MARCH 11, 2025

Build a better internal knowledge base A knowledge base serves as a central repository of information for your team and includes how-to guides, frequently asked questions, and troubleshooting help, which encourages self-service.

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Best practices Contact Center Chatbots Call Center 52

AWS Machine Learning

AUGUST 30, 2023

This includes automatically generating accurate answers from existing company documents and knowledge bases, and making their self-service chatbots more conversational. These new features make QnABot more conversational and provide the ability to dynamically generate responses based on a knowledge base.

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Self service APIs Transportation Contact Center 132

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?”

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Self service Virtual Agent Chatbots Analytics 100

UJET

DECEMBER 17, 2020

If the speech engine is still having trouble understanding the caller, the auto-attendant may connect them with a human agent or ask the customer if they would prefer to converse in their native language. An NLP-powered virtual agent understands the semantics and context of keywords to respond more efficiently to mobile customer questions.

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Virtual Agent Interactive Voice Response Chatbots Self service 72

UJET

DECEMBER 17, 2020

If the speech engine is still having trouble understanding the caller, the auto-attendant may connect them with a human agent or ask the customer if they would prefer to converse in their native language. An NLP-powered virtual agent understands the semantics and context of keywords to respond more efficiently to mobile customer questions.

Virtual Agent 72

Virtual Agent Interactive Voice Response Chatbots Self service 72

Netomi

OCTOBER 25, 2021

According to one review , this feature makes an impact: “the built-in intelligent routing ensures appropriate customer-to-agent fit and automates ticketing queues to reduce resolution time 2. Leveraging the Zendesk platform, you will never lose a request as each ticket, regardless of channel, is entered into a queue for agents to pick up. .

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Chatbots Enterprise Virtual Agent Self service 85

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.

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Interactive Voice Response Virtual Agent Self service Contact Center 78

Upstream Works

JANUARY 18, 2022

Artificial intelligence is still an important initiative, but efforts should be focused primarily on augmenting the agent’s capabilities. But using a virtual agent assist application will allow an AI application to shine – AI is best used to augment a human being, not to replace one.

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Virtual Agent Contact Center Coaching Wait times 78

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

Expivia

FEBRUARY 15, 2024

Key Features: Advanced data analysis for real-time insights Predictive modeling to anticipate customer needs Customizable dashboards for a holistic view of service performance Autopilot: The Next-Gen Virtual Agent Autopilot introduces a level of automation and learning capability that redefines the role of virtual agents in customer service.

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Virtual Agent APIs Analytics Chatbots 75

Connect

DECEMBER 11, 2023

By orchestrating first-line customer engagement with intelligent routing, the solution can allocate basic engagements and repetitive tasks to automated AI solutions like chat bots or conversational virtual agents. Every customer interaction will contribute to the wealth of customer data held in this knowledge base.

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Technology Average Handle Time Cloud contact First call resolution 95

CSM Magazine

JULY 24, 2015

With access to an unimaginably huge dataset that can return answers on virtually any topic in seconds, people typically go online to get answers to questions, and that extends to customer support questions as well – studies show that 90% of consumers check company sites for answers before placing a phone call.

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Omni-channel support Multichannel Self service Virtual Agent 79

SmartAction

JUNE 9, 2023

Some notable examples include: Chatbots : Chatbots are AI-powered virtual agents, built in-house or by third-party vendors , that engage in text-based conversations with users. Chatbots and virtual agents may provide irrelevant or inaccurate responses.

Virtual Agent 75

Virtual Agent Chatbots Self service Feedback 75

Netomi

SEPTEMBER 20, 2021

Human escalation via agent desk integration ( Zendesk , Freshworks , Salesforce , Khoros , Zoho , Sprinklr, Shopify ). Knowledge-base integration. The AI responds to a range of employee questions by surfacing knowledge base content. Knowledge Base Management. Omni-channel (email, chat, voice, social).

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Chatbots APIs Surveys Analytics 126

SmartAction

MARCH 1, 2022

Intelligent virtual agents are software that includes artificial intelligence (AI) and machine learning (ML) with natural language processing (NLP). For example, with SmartAction, you can deploy virtual agents as demand for representatives grows with call volume increase. SmartAction is an example of a horizontal MSaaS.

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Management SaaS Virtual Agent Automotive 76

TechSee

MARCH 7, 2022

Virtual agents and chatbots increase the scope of self-service capability and problem resolution, using artificial intelligence, machine learning and natural language processing technology to deliver personalized, intelligent and conversational engagement. Knowledge Base. Conversational Platforms.

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Self service Virtual Agent Customer centricity Chatbots 109

Connect

APRIL 18, 2024

By orchestrating first-line customer engagement with intelligent routing, the solution can allocate basic engagements and repetitive tasks to automated AI solutions like chatbots or conversational virtual agents.

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Virtual Agent Chatbots Average Handle Time Engineering 92

DMG Consulting

NOVEMBER 13, 2018

For example, machine learning enables intelligent virtual agent (IVA) applications to further refine answers to common questions as they are exposed to more data or as they “learn” customer preferences. When the application ingests new data, it assimilates the information to “learn” and iteratively adapt its actions.

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contact center solutions Contact Center Big data Virtual Agent 69

Liveops

FEBRUARY 28, 2019

For years, we witnessed this phenomenon across social media, various internal communication channels, and live, in-person, at our agent conferences and roadshows throughout the year—some with more than 300 agents in attendance. Forums to build regional connections through geo-based groups. Visit the Liveops Nation community.

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Gamification Contact Center Call Center Virtual Agent 18

DMG Consulting

OCTOBER 4, 2018

Today it is viewed as an essential contributor to AI solutions, as the knowledge base is a great source of the data needed to feed AI solutions. KM has awoken to a new reality; one where enterprises, not just their service organizations, are receptive to the concept of a single source of enterprise knowledge.

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Management Virtual Agent Gamification Technical Support 72

DMG Consulting

MAY 2, 2024

Intelligent virtual agents (IVAs)—a.k.a. chatbots, voicebots, or just plain bots—can automate many tasks and inquiries previously handled by live agents, reducing operating expenses.

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Self service Virtual Agent Contact Center CRM 59

DMG Consulting

MARCH 31, 2022

Artificial intelligence (AI)-enabled omnichannel intelligent virtual agents (IVAs) are the future of self-service. If needed, this includes automated escalation to live agent support, in the customers’ channels of choice, routed to the right resource to resolve the issue. & Solving the Problem.

Self service 54

Self service Interactive Voice Response Virtual Agent Government 54

Uniphore

OCTOBER 21, 2021

Availability of both attended and unattended RPA increases agent efficiencies with knowledge base integration during in-call with customers to improve accuracies and productivity.

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Interactive Voice Response Self service Call flow Virtual Agent 75