InMoment XI
JANUARY 16, 2024
Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations.
NICE inContact
DECEMBER 10, 2018
The biggest challenge facing every contact center is agent churn. Many agents are bored, unengaged, and generally unhappy, and they churn at a rate of 33% across all industries. Not to mention, technology constraints can sometimes make it difficult to improve the agent experience.
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Solvvy
NOVEMBER 30, 2022
I’m pleased to share the first result of our shared vision, which centers around rapid innovation and a total focus on delivering happiness. Zoom Virtual Agent , an intelligent conversational AI chatbot solution, uses natural language processing and machine learning to accurately understand and painlessly resolve issues for customers.
Talkdesk
SEPTEMBER 16, 2020
Self-service is a hot topic in the call center industry. From knowledge bases to virtual agents, the potential disruption that a solid set of self-service applications can bring to contact center efficiency and customer experience is unquestionable and justifies all the buzz.
Speaker: Brian Morin & Helena Chen from SmartAction
More and more customers are looking to solve their own issues without human intervention. Enter a conversational AI solution for your contact center. AI virtual agents can help resolve a lot of routine and repetitive interactions, but not all are created equal. Only 25% of the call is valued customer interaction.
SaleMove
JANUARY 20, 2021
In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches.
AWS Machine Learning
MARCH 31, 2023
Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. These options are unsatisfying to callers who just want to ask an agent a question to get an answer quickly.
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What does the contact center of the future look like? Depending on the customer base, you may have 40% of your chat, SMS, and email answered by a chatbot, 30% of voice calls answered by a virtual agent or voice bot, and only 30% actually answered by a human.
Speaker: Brian Morin, CMO, Mark Landry, VP Product, Marilyn Cassedy, Director of Customer Success, SmartAction
It just so happens that whenever we design and deploy a new AI-powered virtual agent over voice, the self-service application invariably falls into one of 5 distinct categories. If it fits into one of these 5 categories, a live human agent should never handle it. Understand top use cases driving conversational AI adoption.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Speaker: Tom Lewis, CEO of SmartAction
This means more and more companies are implementing cloud-based virtual agents that automate conversations traditionally handled by live agents, all of which can be done across several different channels. How to design “lanes” for virtual agents to outperform live agents. Tune in to discover: Where to start.
Speaker: Gary Davis, SmartAction CEO
Understanding the work involved before and after you deploy a virtual agent makes all the difference between a poor customer experience and one that’s on par with your best live agent. How automating a customer service call isn’t as simple as using a script from a human interaction.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
Adapting to a post-COVID world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Also joining is SmartAction, who manages the AI-powered CX for more than 100 brands.
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