SmartAction

OCTOBER 23, 2020

Director of Customer Care Strategy and Pauline Aponte, WFM. When someone calls in, the AI-powered virtual agents will capture some information from like city, state, zip code of where they want to stay, # of occupants, how many nights, check-in and check-out dates, and more. Here are a few excerpts from Jason Coats, Sr.

Virtual Agent 85

Virtual Agent Self service Upselling Big data 85

Creative Virtual

JUNE 10, 2020

Chatbots, smart help, virtual assistants, virtual agents, conversational AI – there are lots of names for this automated, self-service technology being used today. Regardless of what you call it, the objective for including it as part of your customer service strategy is to deliver quick, easy access to information.

Virtual Agent 52

Virtual Agent Chatbots Telecommunications Self service 52

Dialer 360

JANUARY 19, 2022

Virtual agents. Relationship between virtual agents and Artificial intelligence. In Artificial technologies, the most important topic is Artificial intelligence which includes virtual agents and most of the companies are wish to employ this in their businesses. Working procedure of virtual agents.

Virtual Agent 48

Virtual Agent Call Center Interactive Voice Response Technology 48

3CLogic

MARCH 27, 2025

Without cost-effective modernization strategies, agencies are forced to prioritize short-term fixes over long-term innovation, leaving them unable to scale services efficiently. 3 Managing tightening budgets Agencies must balance modernizing services and efforts while often constrained by budgets.

Government 96

Government Self service contact center solutions Contact Center 96

ShepHyken

DECEMBER 8, 2017

Until recently, contact centers were playing a passive role in customer service by responding to basic queries, but not necessarily playing any major role in the strategy for customer experience (CX). Chatbots which work like virtual agents can solve basic query and transfer a call to ‘live agents’ in case of escalation.

Contact Center 113

Contact Center Customer Service Virtual Agent Chatbots 113

Creative Virtual

MAY 28, 2020

Do you have a chatbot or virtual agent on your roadmap? Are you curious about successful use cases for AI-enhanced virtual agents? If so, you’ll want to reserve your spot now to join Creative Virtual and Engage Customer for their upcoming webinar, Tips for Deploying AI Chatbots & Virtual Agents.

Virtual Agent 52

Virtual Agent Chatbots Self service Best practices 52

CCNG

FEBRUARY 21, 2024

Generative AI plays a pivotal role in increasing self-service containment rates — the rate at which a successful resolution was found for a customer query without involving a human agent. Virtual agents can leverage GenAI to provide responses to a wide range of customer inquiries at any time during the day.

Technology 195

Technology Customer Service Virtual Agent Self service 195

Creative Virtual

JULY 10, 2020

Back in April I took a look at the impressive spike in virtual agent traffic starting in late February and early March that surpassed anything Creative Virtual had seen in over 16 years of being in the industry. I’m curious to continue to watch how virtual agent traffic fluctuates as coronavirus-related restrictions change.

Virtual Agent 52

Virtual Agent Banking Self service Government 52

Creative Virtual

JUNE 7, 2022

Virtual agents. Some of you may remember the days when companies wanting to implement customer support on their website believed they had to make a decision: either a virtual agent or live chat; either automated self-service or human-assisted web chat. Adding a virtual agent to an existing live chat deployment.

Virtual Agent 52

Virtual Agent Self service Chatbots Metrics 52

Creative Virtual

NOVEMBER 28, 2019

We had more enquiries this year than ever before about using virtual agent and chatbot technology internally to support contact centre agents, relationship managers and other employees. Another organisation is using our natural language processing (NLP) capabilities to enhance their agent desktop.

Virtual Agent 52

Virtual Agent Technology Average Handle Time Chatbots 52

SmartAction

OCTOBER 2, 2018

Electrolux, the 2nd largest home appliance manufacturer in the world who sells under a variety of brand names worldwide like Frigidaire and AEG, made the transformation to AI-powered virtual agents six months ago to automate more in their contact center. 14% of callers request a live agent transfer. 9% of callers hang up.

Virtual Agent 48

Virtual Agent Average Handle Time Contact Center outsourcing 48

Outsource Consultants

JULY 10, 2018

An article by Dan Miller raises an interesting point: Implementing virtual agents into your contact center isn’t staying ahead of the curve, it’s common. Don’t Be Afraid of Using Virtual Agents in Your Contact Center. If you’re not using AI in the form of bots, virtual agents, or other methods, you’re behind the curve.

Virtual Agent 52

Virtual Agent Contact Center outsourcing Call Center 52

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.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Add the heightened effect of live video or augmented reality and brands have a winning strategy for Millennial engagement. AI-powered virtual agents.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

Interactions

MAY 26, 2022

Brands who implement Conversational AI applications like virtual agents can deliver exceptional customer experience with added benefits like decreased operational costs, improved CSAT, and increased agent productivity. Even if live agents are unavailable, virtual agents can handle unlimited conversations.

Virtual Agent 110

Virtual Agent Contact Center Wait times Surveys 110

CCNG

JULY 17, 2024

We have found that there are far more contact centers needing help with where to start and creating a strategy than there are businesses that are humming along with AI. You have probably heard of virtual agents in some capacity, generative AI is the logic and fuel behind IVA’s.

Contact Center 195

Contact Center CCNG Interactive Voice Response Virtual Agent 195

Interactions

MAY 28, 2020

So how can businesses redefine their customer experience or customer service strategy to fit this world? Reimagining Customer Service Strategy. Are you ready for AI or Virtual Agents? The post Redefining your CX strategy: The COVID-19 Effect appeared first on Interactions. Where can you automate?

Journey mapping 83

Journey mapping Virtual Agent Self service Government 83

AWS Machine Learning

OCTOBER 16, 2024

This has also resulted in a 10% reduction in agents’ time per call and a 10% reduction of average hold time as they receive targeted coaching to improve their customer conversations. This efficiency has allowed for more effective use of auditors’ time in devising coaching strategies, improving scripts, and agent training.

Customer Service 77

Customer Service Scripts Coaching Finance 77

SmartAction

SEPTEMBER 25, 2018

The following is an excerpt from Frost & Sullivan’s white paper, “The AI-Powered Virtual Agent: Actionable Strategies for Contact Center Leaders.”. Read the full paper to find out how leading companies are using cloud-based virtual agents to automate more in their contact centers.

Virtual Agent 40

Virtual Agent Interactive Voice Response Contact Center Self service 40

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

AWS Machine Learning

APRIL 8, 2025

iFood has stood out for its strategy of incorporating cutting-edge technology into its operations. 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 86

Engineering Virtual Agent Management Technology 86

SmartAction

DECEMBER 8, 2023

The Beginning of a Transformation Alex’s journey began with a simple yet powerful idea: automating routine tasks with conversational AI virtual agents. The once overburdened agents found themselves focusing on more complex, engaging tasks. It was a game-changer.

Virtual Agent 81

Virtual Agent Contact Center Upselling Interactive Voice Response 81

Creative Virtual

MAY 4, 2021

Your chatbot or virtual agent should be designed to create a better experience by providing quick, easy support. Instead, they should identify those objectives as part of their strategy to improve the overall experience. The post Stop Trying to Improve Efficiency at the Expense of CX appeared first on Creative Virtual.

Virtual Agent 95

Virtual Agent Chatbots Self service Contact Center 95

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?”

Self service 100

Self service Virtual Agent Chatbots Analytics 100

SmartAction

NOVEMBER 7, 2018

But as more and more companies are turning to conversational AI solutions to enable self-service automation over voice and chat, the analyst community has identified the need to create a distinct category for these cloud-based virtual agent solutions that mimic live agent behavior. Why SmartAction?

Self service 80

Self service Virtual Agent Contact Center Customer Support 80

ShepHyken

OCTOBER 5, 2020

Customer Service Week is October 5-9: Learn 5 Ways to Celebrate Your Virtual Agents When They Need it Most (Thanks, 2020) by Veronica Krieg. How to rethink customer and employee experience: 4 strategies by Donna Tuths. They already have, not because they wanted to, but because they had to.

Customer Service 172

Customer Service Virtual Agent Enterprise Contact Center 172

SmartAction

NOVEMBER 30, 2021

The virtual agent can then assist the customer with the utmost accuracy. When you adopt a strategy of open-ended intent capture for your front door that allows your customers to say anything, a gold mine of data begins to build that you can use to optimize your bot. Gain insights with data mining to train AI beyond front door.

Virtual Agent 84

Virtual Agent Interactive Voice Response Contact Center Customer Experience 84

CSM Magazine

SEPTEMBER 17, 2020

Conversational AI (aka intelligent chatbots or virtual agents) combines artificial intelligence (AI) and automation to streamline customer interactions across channels. Simplifying the creation and maintenance of virtual agents across the enterprise is critical. Essentially, it is what makes a Virtual Agent smart.

Virtual Agent 98

Virtual Agent Customer Service Contact Center Chatbots 98

Creative Virtual

MARCH 27, 2020

With physical offices and locations closed, many are struggling with the influx of customer questions to their contact centres – an issue that may be compounded by the sudden need to support agents working from home. The post A Successful Self-Service Strategy Requires Looking at the Bigger Picture appeared first on Creative Virtual.

Self service 52

Self service Virtual Agent Chatbots Best practices 52

Connect

FEBRUARY 2, 2025

By Tim North, Global Strategy Director at Connect. Furthermore, the extracted insights ultimately provide the knowledge sources needed to fully embrace AI-based automation in the business, which supports solutions like chatbots and virtual agents, eventually leading to AI agents.

Journey mapping 65

Journey mapping Virtual Agent Cloud contact Chatbots 65

NobelBiz

OCTOBER 15, 2024

Call centers and customer support teams committed to competitiveness must adopt forward-thinking strategies aimed at providing hyper-personalized, seamless, and proactive customer experiences. What Is a Customer Engagement Strategy? Customer Engagement Strategy Tips for Call Centers 1.

Call Center 52

Call Center Virtual Agent Chatbots Analytics 52

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. Addressing the areas above is a great way to start.

Contact Center 48

Contact Center Virtual Agent Self service Best practices 48

Creative Virtual

MAY 14, 2020

Digital strategies are evolving as organisations address the immediate needs of their employees and also look to the possibility of a more permanent switch to remote work. When it comes to creating a successful employee self-service strategy, there’s no one-size-fits-all approach.

Self service 52

Self service Virtual Agent Chatbots Technology 52

Creative Virtual

APRIL 21, 2022

Self-service options like chatbots and virtual agents are increasingly preferred by customers, but they can’t – and shouldn’t! completely replace human contact center agents. Agents can quickly find step-by-step guidance for even the most complicated procedures, processes, and applications.

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

Interactions

JANUARY 14, 2021

As your brand plans for a more customer-focused digital presence, focusing on channel strategy can elevate the entire project. . In an optichannel strategy, thinking upstream, understanding synchronicity, and prioritizing quality will all help yield the greatest results. Read on to see how each can support your strategy.

Wait times 62

Wait times Virtual Agent Technology Enterprise 62

Creative Virtual

OCTOBER 8, 2021

This week of celebrating customer service professionals and successful customer service experiences should just be the beginning of a renewed focus on your own customer service and CX strategies. Conversational AI solutions, like chatbots and virtual agents, can have a powerful impact on customer loyalty and retention.

Customer Service 105

Customer Service Virtual Agent Chatbots Self service 105

SmartAction

OCTOBER 2, 2023

FORT WORTH, Texas, August 8, 2023 SmartAction, a leading provider of AI-powered virtual agents for customer-obsessed brands, is thrilled to announce the appointment of its dynamic go-to-market team, a strategic alliance aimed at accelerating new growth opportunities and bolstering customer satisfaction.

Marketing 78

Marketing Virtual Agent Customer centricity Sales 78