AWS Machine Learning

OCTOBER 16, 2024

This case study serves as a testament to the transformative power of AI and speech-to-text technology in enhancing customer service efficiency and effectiveness. This has also contributed to a near-zero failure rate during deployment.

Customer Service 84

Customer Service Scripts Coaching Finance 84

SmartAction

JANUARY 25, 2019

This newly acquired accuracy means that call center virtual assistant solutions are now demonstrating their true power in a variety of interesting and beneficial ways. Here’s how two innovative companies are using AI-powered virtual agents to automate more in their contact centers. Results: Saved $1.1

Virtual Agent 45

Virtual Agent Self service Healthcare Contact Center 45

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. The Future Of The Customer Service Workforce: A Case Study With CommunityWFM by Matt Wujciak. They already have, not because they wanted to, but because they had to.

Customer Service 170

Customer Service Virtual Agent Enterprise Contact Center 170

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. Yet, 95% are not successfully using AI, according to a CCW Digital Market Research study earlier this year. Essentially, it is what makes a Virtual Agent smart.

Virtual Agent 98

Virtual Agent Customer Service Contact Center Chatbots 98

CCNG

AUGUST 28, 2024

According to a study by Grand View Research, the global call center AI market is expected to reach USD 7.08 Virtual agents engage customers in natural conversations, improving satisfaction and reducing the load on live agents for routine queries. billion by 2030, growing at a whopping CAGR of 22.7% from 2022 to 2030.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

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

Creative Virtual

APRIL 21, 2022

These stats, just two of many in the 2022 Achieving Customer Amazement Study , likely have you nodding in agreement thinking about your own painful customer service experiences. Long wait times, disengaged agents, multiple call transfers, repeating yourself over and over – calling customer support has a bad reputation for a reason.

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

Fonolo

JUNE 17, 2021

Studies show that agent engagement is linked to increased profitability, better employee performance, employee retention, and employee empowerment. But agent engagement isn’t just about making your employees happy. Keeping your staff motivated and satisfied in their work is vital to contact center performance.

Call Center 140

Call Center Morale Gamification Employee engagement 140

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

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

TechSee

MAY 28, 2019

For that reason, successful call deflection strategies allow enquiries to be deflected to self-service channels such as FAQs, live chat, community forums, knowledge center databases and virtual agents. Consider this scenario: James is having trouble programming his smart sprinkler system.

Self service 122

Self service Chatbots Virtual Agent Contact Center 122

NobelBiz

MARCH 11, 2025

’ Read Case Study The AI Technologies Reshaping Customer Complaints So, how exactly does AI help businesses manage complaints? Chatbots These AI-powered virtual agents handle simple interactions, answering FAQs or performing tasks like scheduling appointments. Lets break down the key technologies at play.

Call Center 52

Call Center Chatbots Complaint resolution Consulting 52

ConvergeOne

DECEMBER 6, 2022

The most recognizable form of automation is the front-end intelligent virtual agent. Our AI-powered solutions study the behavior of your customers and create more efficient workflows, enabling your employees to deliver white-glove service with accurate and efficient turnaround.

Chatbots 95

Chatbots Virtual Agent Customer centricity Personalization 95

Nicereply

OCTOBER 16, 2024

Build Emotional Connections Many studies have found that customer loyalty comes from positive emotional experiences. Plus, Aventon uses a virtual agent chatbot to resolve general queries on the go. So, always aim to foster strong emotional connections with your customers.

Education 52

Education Entertainment Feedback Chatbots 52

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. How important is it for self-service agents and live agent options to be totally integrated into an omnichannel seamless experience across channels?

Virtual Agent 88

Virtual Agent Self service outsourcing Call flow 88

Avaya

JUNE 24, 2019

Additionally, an Avaya research study conducted by Vanson Bourne finds that 93% of global organizations surveyed identify AI as one of the most important technologies for their contact center, and that 85% will need to look for more third-party support in order to get the most out of AI.

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

Interactions

APRIL 9, 2020

For example, a virtual agent that is a cloud-based managed service wouldn’t require the same level of attention as an on-premise solution for organizations. Read this case study with Kiwi.com to learn how they were able to send messages to customers to prevent overloading agents during an emergency.

Contact Center 71

Contact Center Virtual Agent Technology Enterprise 71

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

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

NobelBiz

APRIL 30, 2024

Virtual Agents and Chatbots Virtual agents and chatbots handle routine inquiries such as billing questions, account updates, and simple technical support, freeing up human agents to focus on more complex and sensitive issues.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

Virtual Agents and Chatbots Virtual agents and chatbots handle routine inquiries such as billing questions, account updates, and simple technical support, freeing up human agents to focus on more complex and sensitive issues.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

SmartAction

MAY 12, 2021

What’s interesting is that as more brick and mortar businesses reopen, the majority of consumers plan to continue their ‘new’ shopping behavior, according to a McKinsey study. Consumers opted to use contactless shopping options or delivery service apps. Conversation Flow for Auto Service Appointment Scheduling.

Self service 82

Self service Virtual Agent Technology 82

Creative Virtual

OCTOBER 4, 2021

I’m always studying how other companies treat their customers, and there’s no better way than being a customer yourself. From simple ‘out-of-office’ automation to fully fledged virtual agents that can hold consistent, personalised conversations with millions of customers at the same time. Creating consistency is also key.

Virtual Agent 59

Virtual Agent Customer Service Sales Personalization 59

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.

Omni-channel support 79

Omni-channel support Multichannel Self service Virtual Agent 79

CSM Magazine

MAY 13, 2024

A new study by Genesys reveals that people of all ages are open to artificial intelligence provided it enhances their customer service experiences. Younger generations, particularly Generation Z, are more accepting of interacting with AI in the future, with 73% of Gen Z respondents agreeing.

Customer Service 52

Customer Service Virtual Agent Chatbots Surveys 52

Liveops

OCTOBER 11, 2018

Foreign-based agents, while often skilled and well-educated, present communication challenges which can hinder their ability to help callers in all the dynamic ways that come ingrained for local agents. You can source virtual agents from anywhere in the U.S., Think outside brick and mortar when building your U.S.

Marketing 315

Marketing Virtual Agent Customer Care Call Center 315

SmartAction

MAY 6, 2019

This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents. Artificial Intelligence thrives on data, and virtual agents powered by Conversational AI are no different. Best Practice #3: AI Without Data is Like a Race Car Without Fuel.

Self service 45

Self service Virtual Agent Best practices Contact Center 45

Inbenta

APRIL 14, 2020

According to a Wavestone study, one of the 3 main features that would encourage Internet purchases is “access to very detailed information on a product or a service” It is therefore essential to facilitate access to information on your website! A chatbot as an intelligence tool. What better way to do this than with an AI chatbot?

Chatbots 59

Chatbots Virtual Agent Abandon rate Best practices 59

Creative Virtual

AUGUST 5, 2021

Analysts and expert speakers regularly highlight case studies of companies that are early adopters, deploying technologies in inventive ways, or finding success by taking a chance on something new and unproven. Deploying conversational AI solutions like chatbots and virtual agents can be risky but doesn’t have to be.

Virtual Agent 52

Virtual Agent Chatbots Technology Employee engagement 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

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. 25% reduction in agent turnover. IT and business leaders rate Artificial Intelligence (AI) as the No. In fact, those transformations already have begun.

Contact Center 71

Contact Center voip Virtual Agent Analytics 71

NICE inContact

MARCH 28, 2019

A recent study found that only eight percent of consumers used an AI-enabled service like chatbots, and just 27 percent were highly satisfied. Many organizations feel pressured “top down” to apply AI technology to automate chat interactions entirely.

Chatbots 59

Chatbots Virtual Agent Self service Benchmark 59

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

Uniphore

JULY 10, 2021

Join this webinar to understand how your contact center peers are cutting agent training and onboarding time by as much as 75%, while boosting agent performance, retention, and CX scores. He also enjoys delivering on-site customer experience training and consulting for Fortune 500 organizations.

Call Center 89

Call Center Contact Center Consulting Consulting 89

SmartAction

MAY 6, 2019

This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents. Artificial Intelligence thrives on data, and virtual agents powered by Conversational AI are no different. Best Practice #3: AI Without Data is Like a Race Car Without Fuel.

Self service 40

Self service Virtual Agent Best practices Contact Center 40

Creative Virtual

JANUARY 24, 2019

The one-day conference will feature case studies, innovative digital workplace solutions and tips for improving employee communication. Creative Virtual Founder & CEO, Chris Ezekiel, will draw on his experience in the industry to present on Conversational AI for Employee Engagement.

Employee engagement 40

Employee engagement Virtual Agent Chatbots Best practices 40

CSM Magazine

MARCH 18, 2021

According to an IBM study, companies worldwide spend more than $1.3 However, if the business customer simply wants to change an order, query a delivery date or receive a specific product info, the virtual agent can also help – immediately and around the clock. How do virtual agents and human agents work hand in hand?

Customer Service 75

Customer Service Chatbots Virtual Agent Contact Center 75