DMG Consulting

JANUARY 19, 2025

Customer-facing self-service conversational AI (CAI) systems, which are generative AI (GenAI)-enabled intelligent virtual agents, have reached a maturity level at which they can and should increase self-service (voice and digital channel) automation rates while improving the CX.

Contact Center 48

Contact Center Virtual Agent Self service Best practices 48

SmartAction

JANUARY 25, 2019

AI Self-Service Solutions Demonstrate Their Impact. This is no less true in the pursuit of an improved CX, where advanced speech recognition capabilities have finally allowed contact centers to access the vast cognitive abilities that Artificial Intelligence (AI) self-service has to offer. 5% fewer calls to live agents.

Virtual Agent 45

Virtual Agent Self service Healthcare Contact Center 45

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.

Contact Center 91

Contact Center Interactive Voice Response Virtual Agent Management 91

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?

Self service 52

Self service Interactive Voice Response Call flow Contact Center 52

SmartAction

MAY 6, 2019

This is the third of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Read Part 1 and Part 2 first!

Self service 45

Self service Virtual Agent Best practices Contact Center 45

Creative Virtual

MAY 4, 2021

Think about all the inventions you studied in school, like the printing press and cotton gin, that initiated key moments of change for industry and society. Your chatbot or virtual agent should be designed to create a better experience by providing quick, easy support.

Virtual Agent 95

Virtual Agent Chatbots Self service Contact Center 95

SmartAction

SEPTEMBER 16, 2020

Our virtual agents consistently outperform live agents on CSAT scores simply because they just need to be trained once to deliver a perfectly trained agent experience. What are the types of applications/calls that make the best use of AI self-service? There are often good reasons for live agent transfers.

Virtual Agent 88

Virtual Agent Self service outsourcing Call flow 88

SmartAction

MAY 9, 2019

This is the fourth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Other studies say that SMS text is the most important.

Self service 44

Self service Virtual Agent Contact Center Best practices 44

Avaya

JUNE 24, 2019

Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. These human-like automated bots can seamlessly interact with customers, assisting them with simpler inquiries while offloading agents until they are needed.

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

SmartAction

MAY 6, 2019

This is the third of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Read Part 1 and Part 2 first!

Self service 40

Self service Virtual Agent Best practices Contact Center 40

CSM Magazine

JULY 24, 2015

Today, customers receive support using a variety of channels, including phone, email, social media, video, self-service portals and chat forums. This strategy, called omni-channel support, gives customers access to the same channels as before, including phone, email, self-service portals, chat, etc.,

Omni-channel support 79

Omni-channel support Multichannel Self service Virtual Agent 79

Calabrio

MARCH 11, 2025

Create ongoing feedback loopsand a culture of continuous improvement Frontline agents are hungry for feedback on their performancebut too often they arent getting it. A recent Calabrio study found just 22% of agents get one-on-one feedback on a weekly basis.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Uniphore

JUNE 10, 2021

25% Lack of self-service options. 0% Security issues with Agents at Home. Use Self-Service to Handle High Call Volume. Fortunately, you can take the pressure off of your agents. For more than three decades, Jacada has led the field in automated self-service solutions and agent-assisted automation solutions.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

Creative Virtual

OCTOBER 6, 2020

I’m always studying how other companies treat their customers, and there’s no better way than being a customer yourself. Today much of the customer experience is automated, and when I consider what makes our chatbot/ virtual agent and live chat technology successful, it’s taking that long-term view.

Customer Experience 59

Customer Experience Virtual Agent Chatbots Banking 59

NICE inContact

MARCH 28, 2019

Chatbots are the most common application of AI for customer self-service and are not as successful (yet), as the hype would indicate. A recent study found that only eight percent of consumers used an AI-enabled service like chatbots, and just 27 percent were highly satisfied.

Chatbots 59

Chatbots Virtual Agent Self service Benchmark 59

VocalCom

JULY 2, 2020

In a study by Harvard , 72% of respondents said frontline customer service teams experienced a higher productivity when directly empowered with data-driven analysis and decision-making. This means agents will deal with the most complex questions that automation or AI cannot solve, requiring expert or extensive knowledge.

Contact Center 62

Contact Center Self service Virtual Agent Chatbots 62

Avaya

APRIL 10, 2019

In Nemertes’ 2018-19 Digital Customer Experience research study of 697 organizations, we found companies already are relying on AI to transform their customer experience. 80% increase in transactions handled by self-service apps. 25% reduction in agent turnover. 45% improvement in customer ratings.

Contact Center 71

Contact Center voip Virtual Agent Analytics 71

Solvvy

OCTOBER 12, 2022

24/7 service: Unlike employees, chatbots are available around the clock every day, all year long. When you deploy a chatbot, you can offer customer service after regular business hours – anytime that’s convenient for your customers. . Moreover, a study by SOTI found that 73% of customers prefer self-service. .

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94

Nicereply

JANUARY 4, 2023

Let’s go into 5 ways you can provide and maintain excellent customer service and reduce your support expenses at the same time. Get the most out of self-service and AI solutions. Pandemic-driven self-service and AI adoption continue to grow. For basic issues, most consumers would prefer self-service options.

Customer Service 59

Customer Service Self service Chatbots Surveys 59

Creative Virtual

JUNE 2, 2020

Newer channels, such as messaging apps, have entered the mix and preferences are shifting more and more towards digital self-service as a first choice. Yet even with these changes, customers still sometimes want or need to reach out to a human agent in the contact centre.

Virtual Agent 52

Virtual Agent Self service Surveys Chatbots 52

Creative Virtual

MAY 13, 2021

Within many companies, the digital customer service experience has evolved slowly and separately from other pieces of the support puzzle, such as the contact centre. For many years, when having a static set of FAQs on a website was enough for online self-service, organisations could get away with that siloed approach.

Virtual Agent 52

Virtual Agent Self service Telecommunications APIs 52

NICE inContact

SEPTEMBER 11, 2018

NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone. Decreased average handle time by 10 percent.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

EPIC Connections

FEBRUARY 19, 2019

A case study: A major financial company had automation, but the system was outdated. Complex IVR call flows prevented most callers from successfully navigating the self-service features, so 98% of their calls required agent assistance, resulting in a very high average cost per call. Save over 11,600 agent hours.

Contact Center 54

Contact Center Call flow Interactive Voice Response Self service 54

CSM Magazine

JUNE 12, 2020

While retailers utilize a wide range of support options such as human and virtual agents, social media, or mobile apps, existing single and multi-channel support systems necessitate access to each channel separately. Support channels enable businesses to provide customers with information, solve problems, and respond to complaints.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

Netomi

AUGUST 31, 2022

In a recent study, we found that customers prefer email support over all other digital channels. You’ll want to track and recognize your agents who have the lowest average handle time, highest first contact resolution, solve a large volume of tickets, deliver high CSAT and more. What is a Customer Service KPI Dashboard?

Metrics 75

Metrics Customer Service Virtual Agent Average Handle Time 75

CSM Magazine

NOVEMBER 3, 2022

The study, which was conducted among senior customer experience and technology leaders across several industries, looked to understand the trends, challenges, aspirations and expectations around customer experience. When asked, “What is the most important task a virtual agent can accomplish for your business?”

Customer Experience 52

Customer Experience Telecommunications Virtual Agent Contact Center 52

SmartAction

OCTOBER 19, 2022

Call centers must adapt to changing client demands for self-service by giving their chatbots new features and capabilities. TechStyle Fashion Group group used virtual agents in voice and chat rather than allocating internal staff and resources to creating and maintaining their own conversational chatbot.

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

DMG Consulting

JANUARY 29, 2021

The second-ranked response was to improve customer-facing self-service capabilities, as reflected by 44.7% Companies are transitioning from their interactive voice response (IVR) systems to next-gen conversational intelligent virtual agents (IVAs). of respondents. of respondents. of respondents. of the responses.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

Lumoa

JUNE 23, 2021

Advanced Self-Service Tools According to studies, consumers are increasingly becoming self-reliant, preferring to use self-service channels such as live chat (42%) and chatbots (86%) rather than contacting customer support.

Cloud contact 78

Cloud contact Interactive Voice Response Contact Center Chatbots 78

CSM Magazine

MARCH 18, 2021

Glock: With thoughtful applications and smart implementation, you can improve customer service by being reachable to customers at any time, in many languages, and by solving problems. According to an IBM study, companies worldwide spend more than $1.3 In other words, each service call costs an average of $30. That is huge!

Customer Service 75

Customer Service Chatbots Virtual Agent Contact Center 75

SmartAction

SEPTEMBER 14, 2020

Our virtual agents consistently outperform live agents on CSAT scores simply because they just need to be trained once to deliver a perfectly trained agent experience. What are the types of applications/calls that make the best use of AI self-service? There are often good reasons for live agent transfers.

Virtual Agent 45

Virtual Agent Self service outsourcing Call flow 45

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. The agenda for the forum included a variety of speakers covering current workplace case studies and predictions for the future of the digital workplace.

Virtual Agent 40

Virtual Agent Employee engagement Chatbots Government 40

NobelBiz

OCTOBER 15, 2024

’ Read Case Study 5. Enhanced Self-Service Options The future of customer engagement is all about empowering the customers to solve their problems on their own. By 2025, self-service will include AI-driven IVR, which will answer more complex queries through speech recognition and NLP.

Call Center 52

Call Center Virtual Agent Chatbots Analytics 52

3CLogic

MAY 26, 2022

According to Adobe’s study into digital trends, many organizations are feeling the effects of not prioritizing the customer experience. In Adobe’s study, senior executive respondents agreed the events during this time rewired customers to be digital-first. Why Customer Experience Management Is Important.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

Netomi

MARCH 27, 2022

Studies report that 70% of companies say this is true. For example, in our recent study , we found that: . One of our clients, the Canadian airline WestJet , has seen an increase of 24% with its virtual agent Juliet resolving issues immediately on Facebook Messenger. Why Is CSAT Score Important? 47%: Expect convenience.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

aircall

NOVEMBER 4, 2016

Your agents’ only tool is their desktop computer, and even that isn’t written in stone. For instance, a VOIP business phone system matches a session to every agent, so they can work from different computers, even remotely or from home. Studies show that computer-telephone integration r educes the average length of a call.

Customer Support 83

Customer Support Interactive Voice Response Call Center Automatic Callback 83

3CLogic

SEPTEMBER 28, 2022

The ServiceNow Healthcare platform gives control to the patients and improves their experience by offering digital self-service options for common requests and virtual agent experiences that further enhance the self-service options available to patients. Improved Patient Care Experiences.

contact center solutions 52

contact center solutions Cloud contact Healthcare Contact Center 52