VDS

SEPTEMBER 17, 2020

Emerging technology solutions can resolve common issues with legacy systems, such as inaccurate call routing, inefficient agent knowledge, and long hold times. Here are three emerging technologies that have helped in the chaotic customer service landscape of 2020: Voice Biometrics. Intelligent Virtual Agent (IVA).

Virtual Agent 52

Virtual Agent Customer Service Self Service Contact Center 52

Interactions

JULY 2, 2020

2020 has brought on a perfect storm for the collections space with more debt and high delinquency rates due to the pressure put on consumers from the economic effects of COVID-19. In fact, consumer debt has risen to record-breaking heights, at over $14 Trillion by mid-2020. 2020 has tested the limits of the collector workforce.

Virtual Agent 77

Virtual Agent Contact Center Financial Consumers 77

Interactions

JULY 2, 2020

2020 has brought on a perfect storm for the collections space with more debt and high delinquency rates due to the pressure put on consumers from the economic effects of COVID-19. In fact, consumer debt has risen to record-breaking heights, at over $14 Trillion by mid-2020. 2020 has tested the limits of the collector workforce.

Virtual Agent 62

Virtual Agent Contact Center Financial Consumers 62

Interactions

FEBRUARY 18, 2021

Improved artificial intelligence (AI) technologies along with the widespread availability of capable devices has led to a recent surge in speech-driven conversational systems that allow users to interact with virtual agents. ” in 2020 IEEE International Conference on Acoustics, Speech and Signal Processing (ICASSP) , 2020. [4]

Conference 71

Conference Virtual Agent System Resources 71

Talkdesk

OCTOBER 8, 2020

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. According to the Fidelity National Information Services (FIS) , which works with 50 of the world’s largest banks, there was a “200% jump in new mobile banking registrations” in early April 2020. . Invest in artificial intelligence.

Banking 119

Banking Strategy Contact Center Chatbots 119

CSM Magazine

JANUARY 27, 2021

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. View the DMG 2020-2021 Workforce Optimization Product and Market Report here.

Customer Satisfaction 59

Customer Satisfaction Report Effort Score Virtual Agent 59

Comm100

AUGUST 17, 2022

So, I see companies have been investing, I’m going to say around 2010, which is just a little over 10 years ago, there are all kinds of reports that came out that said, by 2020 customer experience would be not only one of the most important differentiators, but this is where companies would spend a lot of their money.

Meeting 177

Meeting How To Airlines Virtual Agent 177

BlueOcean

OCTOBER 22, 2020

(Trust us, we learned the hard way a few years ago when we first got into broadscale remote training for WAH agents!). Virtual Training: Moving from Just “Getting It Done” to “Doing It Well”. For most of us, the success measure for the big 2020 pivot was simply staying operational. Making Virtual Agent Training Work for You.

Contact Center 156

Contact Center Training Effort Score Virtual Agent 156

BlueOcean

JANUARY 9, 2018

IBM reports that by 2020 – that’s just two years away – 85% of all customer service interactions will occur without a human agent. Password resets, changed addresses, parts ordering, status updates, appointment setting, and more are straightforward calls that can easily be addressed by virtual agents or chatbots.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

PK

APRIL 16, 2020

Experts project that the financial services sector will spend over $300 billion on IT products and services through 2020 as firms invest in technology to advance their digital transformation efforts. In 2020, customers expect better digital experiences from their financial providers.

Financial 52

Financial Consumers Banking Virtual Agent 52

TechSee

OCTOBER 23, 2018

According to Chatbots Magazine , businesses can reduce customer service costs by as much as 30% with virtual agents and chatbots. Using AI to enhance interactions with customers is quickly gaining traction.

Tools 157

Tools Customer Service Chatbots How To 157

TechSee

FEBRUARY 20, 2018

In fact, according to a Walker study , by the year 2020 customer experience will overtake price and product as the key brand differentiator. Here are the steps to get started: Build the virtual agent around a single strategic objective. Is it cost reduction?

Self Service 132

Self Service Virtual Agent Knowledge Base Contact Center 132

UJET

JUNE 25, 2021

In fact, one out of three businesses surveyed in 2020 said they were not confident that the experience they were providing to their customers was “good.”. And, by doing so, everything from text messages to virtual agents and voice synergize, ensuring that experience is branded and consistent as well.

Customer Journeys 82

Customer Journeys Customer Experience Contact Center Omni-Channel 82

Uniphore

JUNE 10, 2021

Post-2020 Company Mindset. Help Agents Get the Knowledge They Need When They Need It. More than a third of people we polled during our webinar, Ask Me Anything About Agent Assist, said that their agents still relied on manual knowledge management systems. However, as businesses—and consumers—adapted, outlooks improved.

Call Center 246

Call Center Self Service Contact Center Case Study 246

Oracle

MAY 29, 2018

According to Gartner, by 2020, virtual agents will participate in a majority of commercial interactions between people and businesses. And all those photos … users are now leveraging Pinterest boards to conduct matching image searches.

Conference 49

Conference Marketing Virtual Agent B2C 49

Inbenta

OCTOBER 11, 2021

According to Business Insider, nearly 40% of internet users worldwide prefer chatbots over less conversational virtual agents. . billion in 2020 and is set to gain another $95.41 There’s just something natural about speaking or texting with our devices as we would verbally. billion by 2030. .

Chatbots 69

Chatbots Self Service How To Interaction 69

CSM Magazine

DECEMBER 17, 2019

John Ing, Principal Operations Lead for CX at ECS shares his CX Predictions for the banking industry in 2020. 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 Virtual Agent Omni-Channel 85

Qualtrics

NOVEMBER 21, 2019

Our team of CX experts have looked into their crystal balls to see what’s coming around the corner in 2020. AI will drive up virtual agent adoption – and free up humans. Contrary to popular belief, virtual agents aren’t about to replace humans in front-end operations. Well, certainly both seem viable.

Customer Experience 38

Customer Experience Self Service Virtual Agent Healthcare 38

CSM Magazine

JUNE 12, 2020

According to customer service expert Shep Hyken, a majority of businesses believe that improving the total customer experience is a top priority and will overtake price and product quality as a key differentiator by 2020. Ace Hardware believes this provides far better assistance for consumers with questions than a virtual agent or website 9.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52

Calabrio

JANUARY 6, 2016

By 2020, the number of connected “things” is expected to rise to 30 billion. By the year 2020, your washing machine breaks down. A virtual agent initiates a service call by accessing your Outlook or iCal calendar to set up an appointment. If self-service and automation are the norm in 2020, what does that mean for agents?

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

Oracle

OCTOBER 1, 2019

That’s a particularly attractive solution when a chatbot — also called a “virtual agent” — is offered as the initial strategy, with a live agent available as needed. Gartner research found that 25% of customer service operations will use virtual customer assistants by 2020.

Chatbots 74

Chatbots Customer Service Virtual Agent Self Service 74

Interactions

JANUARY 14, 2021

According to PwC’s 2020 Global Digital IQ survey , 66% of companies said revenue growth and profitability would suffer if they didn’t digitally transform quickly enough. Questions are answered in real-time whether by a human agent or a virtual agent. Think of a phone conversation or a live chat conversation.

Strategy 62

Strategy Multi-Channel Virtual Agent Wait Times 62

ProProfs Chat

JUNE 14, 2019

It’s estimated that by 2020, 85% of customer service interactions will be automated. 37% of customers report using an online virtual agent or chatbot from a website, and nearly that many have used a virtual agent or chatbot on a smartphone. 77% of consumers state that they have used a self-service support portal.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

Interactions

DECEMBER 18, 2019

Voice search is up–50% of all searches will be voice searches by 2020, per comScore. AI and Agents: Better Together. Stay tuned for our next blog which will discuss predictions for the AI and CX space in 2020. It is estimated that 1-in-6 Americans (16%) own a voice activated smart-speaker, per Edison Research and NPR.

Trends 62

Trends Customer Experience Chatbots Contact Center 62

West Monroe

JANUARY 9, 2018

Many other terms tend to act as catch-alls, encompassing both text and voice-based interfaces – such as “Intelligent Digital Assistants”, “Virtual Agents”, “Conversational Assistants”, or similar variations. Siri and Alexa) are referred to as “Voice Assistants” and text-based messaging-centric interfaces (e.g.

Technology 58

Technology Chatbots System Multi-Channel 58