Blog Call Center Self Service Virtual Agent 
NICE inContact
MAY 21, 2019
In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. It seems like self-service options are everywhere these days. And I know I am not the only fan of faster self-service. What’s your strategy? Many Options.
Uniphore
JUNE 10, 2021
Along the way, we learned a lot about the obstacles customers and agents face today. Here are 10 ways the best call centers are thriving in the new normal while others are struggling to survive. 25% Lack of self-service options. 13% High Call Volume. 13% My contact center is not in the cloud.
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AWS Machine Learning
AUGUST 30, 2023
QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. To integrate QnABot with Amazon Connect , see Connecting QnABot on AWS to an Amazon Connect call center.
NICE inContact
OCTOBER 12, 2018
With all of the new improvements and changes in modern day customer service technology, it’s no surprise that customer expectations have evolved to follow suit as well. This is the first of four ways that virtual agents are automating the contact center. Now more than ever, customers want fast and efficient service.
Uniphore
AUGUST 12, 2021
The same holds true in the contact center. Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort. Offering variety can help create more successful outcomes for customers with a lower AHT for agents — a win on both sides of the phone line. It’s also the wave of the future.
NICE inContact
SEPTEMBER 17, 2019
By combining NICE inContact with SmartAction’s AI-powered virtual agent, DSW ultimately found the right human-machine balance without compromising an ounce of CX. Moreover, AI-powered customer self-service has boosted their CX as customers no longer wait in queue for routine (now automated) transactions related to order management.
Upstream Works
DECEMBER 20, 2022
Workflow automation is an important contact center use case for AI. This use case can take many forms, with self-service automation often coming to mind right away. This form of workflow automation allows agents to engage more deeply and personally with customers, setting the stage for a much-improved CX. Virtual Agent.
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