AWS Machine Learning

MARCH 31, 2023

One solution is to have enough trained agents available to take all the calls right away, even during times of unusually high call volumes. The key to making this approach practical is to augment human agents with scalable, AI-powered virtual agents that can address callers’ needs for at least some of the incoming calls.

Virtual Agent 88

Virtual Agent Self service Transportation Customer Experience 88

SmartAction

MARCH 18, 2019

These omnichannel solutions are known as AI-powered virtual agents. What is an AI-powered virtual agent? At the most basic level, an AI-powered virtual agent can do many things that a live agent can do. By doing so, companies upskill their live agents to do only what a human should do.

Virtual Agent 69

Virtual Agent Interactive Voice Response Contact Center Chatbots 69

Interactions

AUGUST 29, 2022

Virtual agents have come a long way. Secondly, we can expect the future of enterprise virtual assistants to expand capabilities for greater benefits to the business and the customer (and the agents). According to Opus Research, “We’ve reached a point where bots and live agents are interdependent. But what’s next?

Virtual Agent 62

Virtual Agent Enterprise Self service Customer Care 62

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

AWS Machine Learning

OCTOBER 16, 2024

This allowed Intact to transcribe customer calls accurately, train custom language models, simplify the call auditing process, and extract valuable customer insights more efficiently. The goal was to refine customer service scripts, provide coaching opportunities for agents, and improve call handling processes.

Customer Service 77

Customer Service Scripts Coaching Finance 77

ShepHyken

DECEMBER 8, 2017

Chatbots which work like virtual agents can solve basic query and transfer a call to ‘live agents’ in case of escalation. Employees should be trained in soft skills to better interact with the customers. Striking the right balance between the use of technology and live agents is the key to great customer service.

Contact Center 113

Contact Center Customer Service Virtual Agent Chatbots 113

AWS Machine Learning

APRIL 8, 2025

Additionally, the integration of SageMaker features in iFoods infrastructure automates critical processes, such as generating training datasets, training models, deploying models to production, and continuously monitoring their performance. In this post, we show how iFood uses SageMaker to revolutionize its ML operations.

Engineering 86

Engineering Virtual Agent Management Technology 86

TechSee

FEBRUARY 19, 2024

LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. This could be by automating common tasks performed by agents, or by augmenting agent knowledge and training with virtual agent assistants.

Virtual Agent 124

Virtual Agent Chatbots Enterprise Wait times 124

Calabrio

MARCH 31, 2025

Agent assist tools powered by GenAI analyze conversation, suggesting responses and providing crucial context as the conversation unfolds. This instant support enables agents to navigate complex issues smoothly, delivering personalized solutions faster while supporting compliance and reinforcing prior training and feedback.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

CSM Magazine

APRIL 26, 2022

Avaya has announced an enhancement to Avaya OneCloud to dramatically reduce the complexity associated with virtualizing customer interactions. Recent Avaya research with Ipsos indicates that based on their last interaction with a virtual agent, only 1 in 3 customers would recommend that business to others.

Virtual Agent 52

Virtual Agent Construction Self service Wait times 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

CCNG

JULY 17, 2024

Chances are you have most of the information on your website, training manuals, FAQs, or another source. You have probably heard of virtual agents in some capacity, generative AI is the logic and fuel behind IVA’s. Entire teams were dedicated to writing code, prompts, and logic to make these systems work.

Contact Center 195

Contact Center CCNG Interactive Voice Response Virtual Agent 195

TechSee

FEBRUARY 19, 2024

LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. This could be by automating common tasks performed by agents, or by augmenting agent knowledge and training with virtual agent assistants.

Virtual Agent 109

Virtual Agent Chatbots Enterprise Wait times 109

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

NICE inContact

OCTOBER 12, 2018

This is the first of four ways that virtual agents are automating the contact center. While cold transfers are more of an agent training issue, it often begins when customers are either unsure which menu option they should choose or try and circumnavigate the menu altogether. fewer calls being transferred to live agents.

Virtual Agent 48

Virtual Agent Contact Center Average Handle Time Interactive Voice Response 48

NICE inContact

DECEMBER 10, 2018

Imagine if you had a pool of AI-powered virtual agents in addition to your live agents. Cloud-based “AI agents” supplement and empower your live agents by handling the menial tasks so that live agents don’t have to: order status, bill payments, account updates, appointment confirmations, credit checks, and many more.

Virtual Agent 48

Virtual Agent Contact Center Accountability Technology 48

SmartAction

APRIL 9, 2020

SmartAction lends it recently-released Rapid Response Virtual Agent to the toll-free coronavirus hotline launched by NFL QB Jameis Winston and Dr. Scott Kelley to help families get rapid responses to common questions, triage callers, and provide guidance for medical treatment and/or a coronavirus test. About SmartAction.

Virtual Agent 88

Virtual Agent Contact Center Technology Customer Service 88

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. This improves the experience for both customers and agents, as well as helping to reduce the time it takes customers to have their issue resolved.

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

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.

Call Center 124

Call Center Virtual Agent Self service Contact Center 124

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

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Virtual Agent Self service Healthcare Contact Center 45

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. Dedicate trained customer service personnel – ideally other Millennials – to monitor all social channels and respond quickly to questions wherever they are asked. Personalization.

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Customer Service Self service Virtual Agent Chatbots 359

SmartAction

JANUARY 28, 2019

AI-powered virtual agents present significant potential to improve the customer experience (CX) in the contact center. Automate More with AI-Powered Virtual Agents. Frost & Sullivan recommends following the blueprint of smart companies that are using AI-powered virtual agents. Video Recap.

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Virtual Agent Interactive Voice Response Self service Contact Center 49

SmartAction

JANUARY 11, 2024

FORT WORTH, Texas, January 10, 2024 SmartAction, a leading provider of AI-powered virtual agents for customer-obsessed brands , is proud to announce a comprehensive brand refresh and the launch of its innovative NOVA (Natural Omnichannel Virtual Agent) agent design platform.

Virtual Agent 89

Virtual Agent Customer Service Call flow Self service 89

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.

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Call Center Interactive Voice Response Average Handle Time First call resolution 52

CCNG

AUGUST 28, 2024

Embrace Feedback and Continuous Improvement: Gather feedback from customers and agents to identify areas of success and areas for improvement. Invest in staff training to ensure they leverage automation tools effectively and continuously enhance performance over time.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

CSM Magazine

NOVEMBER 5, 2024

This tool directs cases to the most suitable agent based on factors like the agent’s expertise, current workload, and availability. As a result, customers connect with the right agents without long waits, improving both speed and satisfaction. This saves time for agents and gives customers quick answers to common questions.

Customer Service 52

Customer Service Management Metrics Consulting 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. Smarter Agents. Specialization.

Virtual Agent 109

Virtual Agent Self service Contact Center Call Center 109

Balto

OCTOBER 22, 2024

“To Script or Not to Script” For decades, call center scripting software has been at the heart of customer service operations, helping call center agents navigate complex conversations, ensure compliance, and provide a consistent customer experience. In today’s world, call center script delivery alone simply isn’t enough.

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Scripts Call Center Customer Service call center software 52

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. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. 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. Gain insights with data mining to train AI beyond front door. In the above example, you can: Define “pool” as a designated business rule transfer and pass it to agent with context.

Virtual Agent 84

Virtual Agent Interactive Voice Response Contact Center Customer Experience 84

Upstream Works

JUNE 9, 2022

To provide reporting to management so that agents could be better trained and given the information and tools they needed to do their jobs more easily. They can simplify the agent’s life even more and allow them to provide real value add to the customer experience that only a human can provide.

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Contact Center Brand ambassadors Call Center Virtual Agent 157

SmartAction

APRIL 20, 2022

There’s no need for human agents to perform mundane, repetitive tasks that can be easily automated through a virtual agent. Agents are specially trained to make decisions on their own and are empowered to provide solutions in “any manner they deem appropriate.” Rethink Call Center Metrics.

Call Center 95

Call Center Virtual Agent Average Handle Time First call resolution 95

DMG Consulting

JANUARY 3, 2020

Intelligent virtual agents (IVAs) and attended robot process automation (RPA, also known as robots) are being used to enhance productivity and service quality. DMG recommends that companies develop training programs to facilitate the transition to a more automated interaction center. WHAT YOUR WORKFORCE WILL LOOK LIKE.

contact center workforce 96

contact center workforce Contact Center Virtual Agent Interactive Voice Response 96

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. After a call, agents spend extra time copying notes to your CRM tool. your agent can say, “I see you’re having trouble with X.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

The Northridge Group

SEPTEMBER 27, 2017

If that interaction does require routing to a live agent for further processing, the system should transfer all of that relevant information and guide the agent to create a seamless, personalized, and genuine interaction that enables a more efficient, and higher-valued experience. Where can AI help?

Contact Center 136

Contact Center Calibration Analytics Chatbots 136