Talkdesk

SEPTEMBER 9, 2020

Self-service in customer support is not just a trend anymore, it’s here to stay. This tendency, coupled with increasingly mature artificial intelligence (AI) technologies, has raised attention to the role and impact of virtual agents in contact centers and customer experience (CX). What is a virtual agent?

Virtual Agent 65

Virtual Agent Interactive Voice Response Self service Contact Center 65

3CLogic

MARCH 27, 2025

ServiceNow natively enables digital engagement through self-service portals, Virtual Agents, and AI-driven workflows, allowing citizens to resolve issues online without agent intervention.

Government 96

Government Self service contact center solutions Contact Center 96

SmartAction

MARCH 7, 2023

Let’s take a closer look at the top CAI trends to follow – both in 2023 and beyond. Trend #1: IVAs and Automation Intelligent voice assistants (IVAs) process the words a user speaks and converts them into digital data that software can reliably analyze. What are the key drivers of this explosive growth in the CAI market?

Multichannel 86

Multichannel Virtual Agent Self service Accountability 86

Inbenta

OCTOBER 30, 2024

Virtual agents and chatbots Thanks to NLP technology, chatbots have become more human-like.  Virtual agents and chatbots allow for human-like customer service that provides 24/7 support. It can extract data for sentiment analysis and trend detection to optimize marketing efforts. Put NLP to work for your business.

Healthcare 52

Healthcare Chatbots Virtual Agent Banking 52

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. She keenly follows the advancements and trends in the tech world. Adopt a contact center technology which empowers the customers. A good CRM tool can also be put in place.

Contact Center 113

Contact Center Customer Service Virtual Agent Chatbots 113

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

Upstream Works

DECEMBER 20, 2022

AI applications will access the relevant pieces from a customer’s history – chat threads, previous orders, unresolved issues – and pull them up on the virtual agent desktop so everything is in one place. Virtual Agent. This is another form of automation.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

Connect

FEBRUARY 3, 2022

Utilising virtual agents in contact centres isn’t exactly a novel concept, but trends towards newer and more intelligent systems have been improving the customer service landscape. Virtual agents aren’t replacing staff, they’re making them better. Customers are trending towards virtual agents.

Virtual Agent 52

Virtual Agent Chatbots Surveys Technology 52

TechSee

JANUARY 14, 2020

Management benefits from automated scheduling, which simplifies this time-consuming task by using AI to calculate agent availability, business hours, and other rule-based parameters to ensure there are no gaps in service coverage. Why agents are embracing the change. How call center automation will redefine agents’ careers.

Call Center 124

Call Center Virtual Agent Self service Contact Center 124

CCNG

AUGUST 28, 2024

Contact Center Automation Trends 2024 As we progress into 2024, several trends are poised to shape the landscape of contact center automation, reflecting the integration of advanced technologies, evolving customer interactions, and the growing demand for seamless service.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

REVE Chat Blog

NOVEMBER 6, 2019

Contact center trends provide businesses a futuristic view of how digital transformation and the use of artificial intelligence (AI) would help their call centers to deliver an optimal customer service experience. The top contact center trends to watch out in 2020. Which contact center trends will make an impact and enhance CX?

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

Calabrio

MARCH 31, 2025

More precise data-driven decision-making: More variable and valuable insights are readily extracted from customer interactions, revealing key trends, preferences, and pain points. More Accurate Virtual Agents and IVR Elevate your self-service with intelligent virtual agents.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. Virtual agent exhibitors at MWC 2018: Nuance.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. Virtual agent exhibitors at MWC 2018: Nuance.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

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. DMG covers emerging contact center trends and IT sectors that are likely to have a lasting impact on the market. It covers 5 vendors in detail: [24]7.ai,

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. DMG covers emerging contact center trends and IT sectors that are likely to have a lasting impact on the market. When: Today, 19 July 2017.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

ShepHyken

OCTOBER 5, 2020

Street Fight) The new consumer buying trends — and the business measures put in place to adapt to them — will likely become a permanent fixture even as the economy enters a recovery phase. 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.

Customer Service 170

Customer Service Virtual Agent Enterprise Contact Center 170

NICE inContact

NOVEMBER 16, 2018

But there are dozens of other processes in which agents collect information from a customer over the phone, and these calls aren’t just long, they’re expensive. Many companies have been able to significantly reduce live agent minutes and the average handle time for calls by using virtual agents to take over the drudgery of data gathering.

Virtual Agent 48

Virtual Agent Contact Center Average Handle Time Call Center 48

Playvox

JANUARY 13, 2022

The conversation identified several contact center trends that, if addressed effectively, can lead to the transformation of two critical elements of operational success: people and technology. . Let’s take a closer look at these 2022 contact center trends. 2022 just might be The Year of the Contact Center Employee.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

SmartAction

JANUARY 16, 2020

As one of the participants in this emerging market, we’re seeing a handful of trends from 2019 that are worth sharing…. If you’ve experienced a bad Virtual Agent recently, chances are, it may have had nothing to do with the underlying technologies and everything to do with how it was designed. Talk is the new Type.

Virtual Agent 54

Virtual Agent Self service Government Healthcare 54

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

TechSee

JANUARY 14, 2020

Management benefits from automated scheduling, which simplifies this time-consuming task by using AI to calculate agent availability, business hours, and other rule-based parameters to ensure there are no gaps in service coverage. Redefining Contact Center Agents’ Careers. This positive agent outlook is backed up by research.

Virtual Agent 109

Virtual Agent Self service Contact Center Call Center 109

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.

Virtual Agent 49

Virtual Agent Interactive Voice Response Self service Contact Center 49

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

SmartAction

NOVEMBER 15, 2023

Let’s explore the evolution of customer self-service, key trends for 2023, the benefits it offers, the challenges businesses face, and a glimpse into the future of this essential component of modern business operations. Key Trends in Customer Self-Service 1. Or is it something else?”

Self service 100

Self service Virtual Agent Chatbots Analytics 100

Lumoa

JUNE 23, 2021

Here, we will look at the trends that look set to shape the future of CCaaS in the coming years. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots. The post CCaaS Trends: The Evolution of Cloud Contact Centres appeared first on Lumoa.

Cloud contact 78

Cloud contact Interactive Voice Response Contact Center Chatbots 78

Creative Virtual

OCTOBER 8, 2021

I’m looking forward to hearing the panel of experts, including Creative Virtual’s Founder & CEO, Chris Ezekiel, discuss the current trends and future possibilities of conversational AI technology. 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

TechSee

OCTOBER 23, 2018

Location-based personalization: Home Depot uses AI to offer localized design trends and products based on shoppers’ locations. According to Chatbots Magazine , businesses can reduce customer service costs by as much as 30% with virtual agents and chatbots.

Personalization 157

Personalization Customer Service Chatbots Virtual Agent 157

InGenius

JANUARY 31, 2020

Being a progressive industry driven by innovation and new technology, we can expect to see several trends emerging this year that propel the industry forward and have a significant impact on customer experience and agent productivity. Final thoughts on contact center trends in 2020. Live engagement customer service.

Omni-channel support 62

Omni-channel support Contact Center Virtual Agent Self service 62

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

Calabrio

MARCH 11, 2025

The evolution and future of contact center QA methods: From manual to AI-powered Historically, contact center QA methods have leveraged manual monitoring and review of individual interactions, then relied on selective sampling to extrapolate a picture of overall performance and trends.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

OctopusTech

AUGUST 10, 2022

Various call center technology trends such as Artificial intelligence, virtual agents, and cloud communications are all part of the future of call centers. Call center outsourcing companies are opting for upgraded technologies that come under the latest call center technology trends. What is call center technology?

Call Center 62

Call Center Technology Journey mapping Interactive Voice Response 62

TechSee

OCTOBER 9, 2018

AI-powered virtual agents. Chatbots have been hyped up for the last two years, and while they are certainly not perfect, they constantly improve as their powering technologies continue to evolve Other types of bots are also emerging, such as audio-based personal assistants and innovative virtual agents with visual capabilities.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

SmartAction

NOVEMBER 30, 2021

Natural language intent capture, or intent recognition, is trending in the CX world. The virtual agent can then assist the customer with the utmost accuracy. In the above example, you can: Define “pool” as a designated business rule transfer and pass it to agent with context. How can I help you?". No leading. No caveat.

Virtual Agent 84

Virtual Agent Interactive Voice Response Contact Center Customer Experience 84

Interactions

DECEMBER 18, 2019

To reflect on this past year and change our focus to the next 10, we gathered Interactions experts to give their take on what the biggest trends of 2019 were: Voice is Back Baby . AI and Agents: Better Together. The post 2019 in Review: Conversational AI and Customer Experience Trends appeared first on Interactions.

Customer Experience 62

Customer Experience Chatbots Contact Center Virtual Agent 62

Creative Virtual

JULY 22, 2020

As with many other aspects of life and business, customer experience trends and expectations have been greatly impacted by the global health crisis this year. 49% believe there are clear trends in customer segments that prefer certain contact channels. By Mandy Reed, Global Head of Marketing.

Virtual Agent 52

Virtual Agent Self service Surveys Customer centricity 52

TechSee

APRIL 21, 2021

With many call centers adopting the remote working model, the common practice of one agent asking a question over his cubicle wall has come to an end. Intelligent collaboration tools are trending in the call center to meet this need of connecting agents with their colleagues and supervisors in order to better serve their customers.

Call Center 136

Call Center Contact Center Self service call center solutions 136