Interactions

MAY 14, 2020

From conducting more business over video meetings, to doing more shopping via apps and over the phone, people’s behavior and perspective of virtual interactions has changed for good over the past few months. Changing Consumer Behavior. This month, we investigated just how much consumer behavior has changed since the pandemic.

Consumers 71

Consumers Self Service Contact Center Virtual Agent 71

TechSee

JANUARY 14, 2020

AI makes personalized real-time agent coaching possible based on speech-to-text transcriptions and analytics, enabling agents to receive helpful feedback while they are speaking with the caller, instead of days or weeks later. Machine supervisors: virtual agents learn as they process more information, but someone must train them.

Call Center 124

Call Center Self Service Virtual Agent Contact Center 124

AWS Machine Learning

FEBRUARY 6, 2023

To support WaFd’s vision, Talkdesk has extended its self-service virtual agent voice and chat capabilities with an integration with Amazon Lex and Amazon Polly. Tasks like account balance lookups are completed in seconds, a 90% reduction in time compared to WaFd’s legacy system. Talkdesk CX Cloud contact center – Talkdesk, Inc.

Self Service 67

Self Service Contact Center Virtual Agent Chatbots 67

TechSee

JANUARY 14, 2020

AI makes personalized real-time agent coaching possible based on speech-to-text transcriptions and analytics, enabling agents to receive helpful feedback while they are speaking with the caller, instead of days or weeks later. Smarter Agents. Virtual agents learn as they process more information, but someone must train them.

Self Service 109

Self Service Virtual Agent Contact Center Call Center 109

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.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

CSM Magazine

DECEMBER 14, 2021

Artificial intelligence (AI), machine learning (ML), and natural language programming (NLP) are altering how businesses communicate with their consumers. AI-powered personalization helps organizations to boost consumer engagement, loyalty, revenue and gain a more complete understanding of their customers – all in real-time.

Virtual Agent 52

Virtual Agent Customer Service Chatbots Customer Service Representative 52

UJET

NOVEMBER 3, 2020

No matter how friendly, helpful, and professional your agent is, if your customer engagements are lengthy and repetitive, your customers aren’t going to be happy. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

Interactions

APRIL 14, 2021

Automation and artificial intelligence (AI) are making significant changes to the way the financial services industry handles consumer credit. The agent on the other side of the communication should understand that the debtor is going through a hard time and they want to figure out how to get out of the mess. 3) Compliance.

Virtual Agent 90

Virtual Agent Call Center Call Flow Call Center Solutions 90

UJET

NOVEMBER 3, 2020

No matter how friendly, helpful, and professional your agent is, if your customer engagements are lengthy and repetitive, your customers aren’t going to be happy. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

Interactions

APRIL 14, 2021

Automation and artificial intelligence (AI) are making significant changes to the way the financial services industry handles consumer credit. The agent on the other side of the communication should understand that the debtor is going through a hard time and they want to figure out how to get out of the mess. 3) Compliance.

Virtual Agent 62

Virtual Agent Call Center Call Flow Call Center Solutions 62

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. Check out our latest case study about our custom integration between a client’s IVR system and cloud-based ticketing system.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

TechSee

MAY 28, 2019

For that reason, successful call deflection strategies allow enquiries to be deflected to self-service channels such as FAQs, live chat, community forums, knowledge center databases and virtual agents. Consider this scenario: James is having trouble programming his smart sprinkler system. Now that’s true success!

Self Service 122

Self Service Strategy Chatbots Contact Center 122

Uniphore

JUNE 10, 2021

In our recent CCW Poll – Virtual Event, all respondents reported working from home throughout the pandemic, either entirely remotely or in some hybrid form. By automating common yet time-consuming, tasks companies can make their existing systems work smarter–no codes required. 0% Security issues with Agents at Home.

Call Center 246

Call Center Self Service Contact Center Case Study 246

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. But now the world is very different.

Omni-Channel 72

Omni-Channel Contact Center Self Service Virtual Agent 72

Interactions

MAY 28, 2020

As governments plan a phased approach to open up businesses, consumers are both excited and cautious about their safety and welfare. Consumers want to know how their favorite brands handled the first few months of the pandemic – were they able to maintain business continuity? Are you ready for AI or Virtual Agents?

Customer Journeys 83

Customer Journeys Self Service Strategy Multi-Channel 83

Interactions

SEPTEMBER 23, 2021

As a result, many consumers are now worried about falling further behind in their bills and payments, without the safety net of extended payment moratoriums. The signals that many individual consumers and households were in for a rough time were strong. The Current Challenge. “These periods of forbearance will eventually end.

Virtual Agent 62

Virtual Agent Government Financial eBook 62

TechSee

APRIL 21, 2021

consumers have required assistance during the COVID-19 pandemic. Automating these activities, known as Robotic Process Automation (RPA) , takes call center AI automation to the next level by interpreting, triggering responses, and communicating with other systems just like agents would, via a combination of user interfaces and commands.

Call Center 136

Call Center Self Service Innovation Contact Center 136

Kustomer

MAY 5, 2022

But one type of chatbot that has proven to help reduce costs and improve your CSAT scores are virtual agents. In addition, utilizing chatbots can shift the workload of customer service agents from low level, menial tasks and allow them to focus more attention on more complex issues from customers. Kustomer surveyed over 525 U.S.-based

Chatbots 98

Chatbots Customer Service Virtual Agent Call Center 98

Kustomer

MAY 26, 2022

Many CX agents deal with low-level customer problems all day long, when their skills and energy would be best spent elsewhere. Virtual agents are the perfect solution for this. With the right AI, repetitive and mundane tasks are automated, thus saving real agents time and allowing them to focus on more complex inquiries.

Chatbots 98

Chatbots Virtual Agent Customer Service Loyalty 98

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. But now the world is very different.

Omni-Channel 56

Omni-Channel Contact Center Self Service Virtual Agent 56

Interactions

JULY 29, 2020

While digital channels are increasingly a growing means for consumers to reach their utility when service is required, the majority of customer care issues are still handled by contact center agents. Virtual agents can support an omnichannel approach to customer service. Digital Transformation for Utilities.

Self Service 71

Self Service Contact Center Virtual Agent Call Center 71

Playvox

SEPTEMBER 1, 2021

Eye contact is powerful and customers generally prefer live agent support. According to Microsoft , “30% of consumers expressed that not being able to reach a real person when they needed to was the most frustrating part of a poor customer service experience. Intelligent Virtual Agent. Face-to-Face Video Communications.

Customer Service 68

Customer Service Contact Center Virtual Agent Competitive Advantage 68

Playvox

JANUARY 13, 2022

Cloud-based systems can also satisfy the desire for more work-life balance. Cloud-based solutions make it easier for supervisors to manage a dispersed agent team. Businesses will continue the contact center trend of eliminating technology silos by discarding outdated systems and replacing them with fully integrated solutions.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

TechSee

OCTOBER 23, 2018

consumers abandoned a brand due to lack of personalization and trust. Image personalization: Netflix has added the concept of artwork personalization to its personalized recommendation system for subscribers. According to Accenture , 41% of U.S. Examples of AI-Driven Personalized Customer Service.

Tools 157

Tools Customer Service Chatbots How To 157

Interactions

JANUARY 16, 2020

Consumers are more connected than ever before. But, once I got to the doctor’s office, I was asked to resubmit my insurance information because the new booking system and current patient system were not integrated. . agent/employee experience. business system integration. And it has worked, to an extent.

Customer Journeys 87

Customer Journeys Virtual Agent eBook System 87

UJET

JUNE 25, 2021

But this creates its own concern, as consumers are continually using more devices in more ways to access support. According to ourfall 2019 survey, 61% of customers were using a mobile device for support, and 48% were using in-app messaging with agents for on-demand delivery services. Mobile-first CX is Here to Stay.

Customer Journeys 82

Customer Journeys Customer Experience Contact Center Omni-Channel 82

NICE inContact

NOVEMBER 16, 2018

When it comes to reducing expenses within contact center operations, one of the best ways to do so is to reduce the amount of time that live agents spend on the phone. With that being said, one of the biggest time-consumers of live agent minutes comes from repetitive and tedious data gathering.

Virtual Agent 122

Virtual Agent Contact Center Data Average Handle Time 122

Avaya

OCTOBER 25, 2018

Halloween is coming, and to get into the spirit, we’re here to help you overcome some common contact center terrors: WFH Agents. This can be an incredibly scary subject for many contact centers—agents who aren’t physically with you in the contact center. Omnichannel Communications.

Contact Center 64

Contact Center Omni-Channel Virtual Agent Communication 64

TechSee

FEBRUARY 20, 2018

Rising customer expectations: With service becoming a primary battleground for winning customers, consumers have come to expect fast service 24/7/365. Self-reliant consumers: Led by millennial consumers, a growing number of tech-savvy customers clearly prefer the do-it-yourself model. Is it cost reduction? Summary.

Self Service 132

Self Service Virtual Agent Knowledge Base Contact Center 132

CSM Magazine

FEBRUARY 4, 2022

This allows human support agents to deal with more complex issues. By utilizing the power of Artificial Intelligence (AI), chatbots can be transformed from basic rule-based programs to systems that can manage a more conversational chat in real-time. We need to generate further data to create robust AI systems.

Customer Experience 52

Customer Experience Chatbots Call Center Knowledge Base 52

Interactions

JANUARY 16, 2020

Consumers are more connected than ever before. But, once I got to the doctor’s office, I was asked to resubmit my insurance information because the new booking system and current patient system were not integrated. . agent/employee experience. business system integration. And it has worked, to an extent.

Customer Journeys 62

Customer Journeys Virtual Agent eBook System 62

Interactions

OCTOBER 9, 2019

While Conversational AI technology should be as helpful as a human, it should never attempt to mislead a consumer into thinking it’s an actual person. We believe that customers should always know who they are talking to, whether it’s a live agent or a Conversational AI application. So where can it go wrong?

Virtual Agent 63

Virtual Agent Social Media Technology CRM 63

Interactions

NOVEMBER 5, 2020

Virtual Collection Agents, powered by a seamless blend of Conversational AI and human intelligence, have the capability to increase early-out collections while improving the experience of agents and patients alike. How will Patients React?

Management 62

Management Healthcare Virtual Agent Hospitality 62

Magellan Solutions

JULY 29, 2021

Creating and perfecting these systems also require the human touch, says Arthur Nowak, head of the Philippines for TTEC Holdings. . First, the mass adoption of smartphones, social media, and consumer-friendly apps changed. No longer would they tolerate endless hold times, obtuse service agents, or handoffs.

Call Center 52

Call Center Self Service Social Media Omni-Channel 52

Kayako

SEPTEMBER 17, 2015

This scenario also affected virtual agents, devaluing their ROI). This makes updating FAQs a clunky, time-consuming task. Staff dependencies, outdated information, and critical issues are all setbacks to a current and relevant FAQ system. The coding involved to make an intelligent, dynamic system is nearly impossible.

Self Service 120

Self Service Virtual Agent ROI System 120

Innovative CX

DECEMBER 6, 2018

The system would repeatedly allow me to reset my PW then advise me it didn’t recognize my user id even though it was emailing me password resets. So, I started a chat – or should I say a chat with a bot (or virtual agent) which didn’t recognize my issue. What a great system that ISN’T working.

Chatbots 40

Chatbots Virtual Agent Contact Center Policies 40

Kustomer

JUNE 10, 2021

Vasili is the Chief Operating Officer at UJET, a partner of Kustomer, creating a product that delivers the ultimate experience for the modern consumer. The number of interactions per consumer is actually on the rise. This increase in interactions is necessary for providing a more holistic experience to consumers. Is Voice Dead?

Contact Center 97

Contact Center Consumers Interaction CRM 97