Communication Management Telecommunications Virtual Agent 
InMoment XI
JANUARY 16, 2024
Virtual Agents and Chatbots: Virtual agents or chatbots, powered by AI, interact with customers in real-time. These agents can engage in text-based or voice-based conversations that provide assistance, answer queries, and guide users through processes.
AWS Machine Learning
FEBRUARY 6, 2023
In the second part of this series, we describe how to use the Amazon Lex chatbot UI with Talkdesk CX Cloud to allow customers to transition from a chatbot conversation to a live agent within the same chat window. These virtual agents can automate routine tasks as well as seamlessly elevate complex interactions to a live agent.
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AWS Machine Learning
MARCH 29, 2024
The associated Amazon Lex chatbot is configured with an escalation intent to process the incoming agent assistance request. In the payload, the function includes information that may be useful to an agent, such as the customer sentiment or the history of previously traversed intents.
CSM Magazine
MARCH 18, 2021
Companies such as Bosch, Daimler, Henkel, Lufthansa and, more recently, BioNTech are automating their customer communication in a smart way. Glock: There will always be a need for people to manage the communication and processes in customer service. Just like a real employee in the call or contact center.
TechSee
FEBRUARY 12, 2018
Arrange a solid infrastructure for all of your data including where it will be stored and managed. Plan the infrastructure, incorporate messaging into marketing, payment channels and customer support, and train your employees to communicate with customers in their preferred channels. Virtual agent exhibitors at MWC 2018: Nuance.
TechSee
FEBRUARY 12, 2018
Arrange a solid infrastructure for all of your data including where it will be stored and managed. Plan the infrastructure, incorporate messaging into marketing, payment channels and customer support, and train your employees to communicate with customers in their preferred channels. Virtual agent exhibitors at MWC 2018: Nuance.
CSM Magazine
NOVEMBER 3, 2022
Voice is the top option in financial services and telecommunications/utilities, with 93% and nearly 86% of respondents, respectively, saying they use this technology in their contact center. These leaders report looking to virtual agents to not only improve their business outcomes but to create a more emotional connection with customers.
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