Communication Technology Virtual Agent Wait Times 
CSM Magazine
APRIL 26, 2022
Avaya has announced an enhancement to Avaya OneCloud to dramatically reduce the complexity associated with virtualizing customer interactions. Recent Avaya research with Ipsos indicates that based on their last interaction with a virtual agent, only 1 in 3 customers would recommend that business to others.
Interactions
SEPTEMBER 2, 2021
Bank technology is shifting. Specifically, the automated customer service technology. Once only powered by human agents, the first automated technology that was introduced in the contact center acted mainly as a way to redirect calls to the right department. Security and privacy is of the utmost importance for banks.
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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. Instead, in addition to self-serve customer service , the majority of interactions will be driven by AI technology.
Interactions
JUNE 2, 2022
Without the right Intelligent Virtual Agent (IVA) in place, the summer volume spike could result in long hold times and even more guest frustration. Your IVA should streamline issuing and using travel credits as well as handling refunds with self-service technology. Communicating travel and safety updates.
Upstream Works
JANUARY 18, 2022
Remote working has been significantly accelerated, as have the technologies used to support it. At the same time, job satisfaction is at an all time low – if the numbers of people changing jobs are any measure. For the busy contact center agent, the paradigm of the assistance needs to shift with each customer cleanly.
Interactions
JANUARY 14, 2021
Advancing consumer technology and the pandemic has made digital transformation a top priority for business leaders across all industries. A channel is the mode of communication with which a brand and their customer can communicate. When it comes to timing and channel strategy, most brands pay attention to the wait time.
Interactions
OCTOBER 3, 2019
However, technology has evolved to a place where not only can Conversational AI applications, like Intelligent Virtual Assistants, perform the same tasks as live human agents, they can perform them better. . Can technology really help customers better than a human? We know that’s a bold statement.
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