CSM Magazine

DECEMBER 17, 2019

An interaction might start with a basic chatbot, switch to an AI-powered virtual agent that understands context better and finally escalate to a voice call with a contact centre agent.

Banking 85

Banking Customer Experience Abandon Call Virtual Agent 85

SmartAction

OCTOBER 25, 2023

Missed Opportunities: Beyond immediate customer dissatisfaction, the underinvestment in the voice channel meant missed opportunities for upselling, gathering valuable insights and building stronger customer relationships.

Interactive Voice Response 91

Interactive Voice Response Customer Service Virtual Agent Self service 91

Outsource Consultants

DECEMBER 21, 2023

Further, this connectivity is not only for maintaining customer relationships but also for efficiently managing a surge in sales during the holidays, focusing on upselling and cross-selling to enhance average order size. Think about the holiday shopping rush. Customers are everywhere – social media, emails, chats – and they want answers now.

Call Center 67

Call Center Virtual Agent outsourcing Upselling 67

SmartAction

JUNE 9, 2023

Some notable examples include: Chatbots : Chatbots are AI-powered virtual agents, built in-house or by third-party vendors , that engage in text-based conversations with users. Chatbots and virtual agents may provide irrelevant or inaccurate responses. They are widely used in customer support, providing 24/7 assistance.

Virtual Agent 75

Virtual Agent Chatbots Self service Feedback 75

IdeasUnlimited

JULY 28, 2022

To overcome the challenges mentioned above, we need to focus on improving the complete customer journey which ranges from engagement, buying the product or service, using it, after-sales support and then making use of upselling or cross-selling to increase revenue. Call Routing Towards The Best Agent.

Customer Service 59

Customer Service Virtual Agent Call Center Abandon rate 59

Fonolo

APRIL 6, 2020

It allows agents to provide better service and give you tools to upsell as well. With real-time and historical data insights for accurate reporting, it’s a great tool that allows your agents to log on from anywhere as long as you have the internet.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

TeleDirect

OCTOBER 25, 2023

At TeleDirect, we’re an extension of your team, and our team is extensively trained in upselling and lead generation. Some agencies are replacing call agents with AI-powered virtual agents. These profiles enable agents to upsell and offer greater value and a better experience.

Call Center 62

Call Center Technology Customer Support Complaint resolution 62

Babelforce

SEPTEMBER 1, 2021

This can include upselling opportunities or process training. Businesses are increasingly offering a virtual agent as an alternative service option, totally removed from their IVR and voice channel. That allows for a substantial increase in the functionality of the IVR system without major process changes.

Interactive Voice Response 52

Interactive Voice Response Virtual Agent Upselling Chatbots 52

Babelforce

SEPTEMBER 1, 2021

This can include upselling opportunities or process training. Businesses are increasingly offering a virtual agent as an alternative service option, totally removed from their IVR and voice channel. That allows for a substantial increase in the functionality of the IVR system without major process changes.

Interactive Voice Response 52

Interactive Voice Response Virtual Agent Upselling Chatbots 52

Eckoh

JANUARY 31, 2020

For example, these could be from groups of agents that get high CSAT for complaints, or agents whose upsell conversion exceeds 70%.

Contact Center 52

Contact Center Management Gamification Virtual Agent 52

Solvvy

OCTOBER 12, 2022

NLG is the technology behind branded virtual assistants, such as Google Assistant. In addition to virtual assistants designed for consumers, NLG can also enable virtual agents to provide information to callers reaching out for customer service. . The Architecture of Artificial Intelligence Chatbots.

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94

SmartAction

SEPTEMBER 4, 2018

While each agent they hired was qualified, much of the required duties were mundane in nature like tedious data-gathering processes and repetitive calls/chats. Since TechStyle is no longer under the same pressure to replace live agent churn, they are able to hire for the culture they want. Beyond the Blog.

Call Center 40

Call Center Virtual Agent Average Handle Time Upselling 40

JustCall

AUGUST 8, 2023

This ensures that customers are directed to the most suitable agent or department. Virtual Agents AI chatbots can understand and respond to customer queries in real time. Customer personas help the organization assess when to cross-sell and when to upsell their products or services.

Contact Center 52

Contact Center Interactive Voice Response Customer Service Virtual Agent 52

ijgolding

JULY 24, 2018

cial intelligence is simply the concept of computers performing tasks which are characteristic of human intelligence, such as interacting with the environment (autonomous driving, virtual agents/chatbots), perception (computer vision, language translation), or problem solving. Machine learning is a subset of arti?cial

Virtual Agent 57

Virtual Agent Analytics Upselling Chatbots 57

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. Virtual agents will rarely contain 100% of all callers for every use case. There are often good reasons for live agent transfers.

Virtual Agent 45

Virtual Agent Self service outsourcing Call flow 45

ROI CX Solutions

DECEMBER 6, 2024

This workflow also provides major cost savings, since more time and money can be channeled toward your valuable human agents. Enhancing agent support and empowerment Artificial intelligence for call centers can provide added support to agents.

Contact Center 52

Contact Center call center solutions Call Center Chatbots 52

Global Response

MAY 1, 2023

Some of the services an outbound call center may offer include: lead generation telemarketing audience surveys upselling and cross-selling customer success and clienteling While outbound call centers are less crucial than inbound call centers, they still play an important role for many businesses.

Call Center 62

Call Center Multichannel virtual call center outsourcing 62

Solvvy

JULY 5, 2018

In order to help customers engage with their products, answer their questions, and upsell them on paid features, Atlassian uses in-product automation. Virtual agents or chatbots. This piece of the puzzle neatly bridges the self-serve buying process with the self-service support model. But it’s not the only piece of the puzzle.

Self service 48

Self service Virtual Agent Sales Upselling 48

Balto

JANUARY 30, 2025

AI-driven automation & virtual agents $50 $100/user/month 4.3 Balto – Best for Conversation Intelligence Balto’s Real-Time Guidance Software Overview: Balto redefines agent performance with its industry-leading real-time guidance. AI Call Routing: Matches customers to the best agent or resource based on context.

call center software 52

call center software Call Center Multichannel Coaching 52

Interaction Metrics

MARCH 20, 2025

The platforms AI automates 40% of repetitive tasks (like call transcriptions), so agents can focus on resolving issues. It also includes predictive analytics that spots customers at risk of leaving and identifies upsell opportunities. Verint meets strict compliance standards (GDPR, HIPAA) and scales for large enterprises.

Enterprise 62

Enterprise Surveys Analytics Feedback 62

SmartKarrot

APRIL 17, 2023

Virtual agents: Virtual agents are AI-powered systems designed to simulate human-like interactions in a digital environment. Upsells Identify opportunities for upselling and cross-selling based on customer conversations. Discover opportunities for innovation based on customer needs and feedback.

Upselling 10

Upselling Chatbots Virtual Agent Coaching 10

SmartKarrot

APRIL 29, 2021

How can Customer Success be benefitted by AI Virtual Assistant? Use of AI to target Customer data: Be it lead generation, nurturing, abandonment, or upselling , it is all about data. Chatbots to the rescue: As discussed, chatbots are a part of AI virtual agents that help in customer support.

Chatbots 10

Chatbots CRM Virtual Agent Upselling 10

Fonolo

APRIL 18, 2018

For example, when inquiring if the customer wants to purchase a 20-year warranty, an upsell, on their new kitchen appliance, the agent could inform them of the percentage of buyers that opt-in for that option. Virtual Agent vs. Intelligent Agent. Virtual Queuing vs. Virtual Hold.

Customer Service 52

Customer Service Call Center Virtual Agent Advertising 52