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.
Lumoa
JUNE 23, 2021
In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots.
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BlueOcean
JANUARY 9, 2018
Siri, Alexa, and OK Google… these are the virtual interactions that Sci-Fi movies have portrayed for decades past. These technologies are sparking new expectations in today’s consumers on an almost daily basis. Ultimately, however, the ROI on AI in the contact center will be a massive motivator.
Playvox
JANUARY 13, 2022
This trend is being driven by the proliferation of digital channels and consumer demands for seamless omnichannel experiences. Artificial intelligence is also enabling new technologies including smart virtual agents that facilitate self-service and tools that measure customer sentiment in real time.
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Kayako
SEPTEMBER 17, 2015
This scenario also affected virtual agents, devaluing their ROI). This makes updating FAQs a clunky, time-consuming task. Where pages with both a search box and FAQs, we saw a significant drop in search box searches usage. FAQs will give you false positives. If it were up to me, FAQs would be adjusted almost daily.
Tricia Morris
OCTOBER 28, 2015
For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent on the phone. and how to measure ROI. .
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