Virtual Agents in the Contact Center: Data Gathering Made Easy

NICE inContact

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. The post Virtual Agents in the Contact Center: Data Gathering Made Easy appeared first on NICE inContact Blog.

Virtual Agents are Automating the Contact Center: Natural Language Greeting & Intent Capture

NICE inContact

This is the first of four ways that virtual agents are automating the contact center. Reaching the right agent at the first attempt is a prerequisite for an effortless, fast customer experience, but touch-tone systems and single word command menus are somewhat limited in their capabilities and options to precisely determine a customer’s needs. fewer calls being transferred to live agents.

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Virtual Agents in the Contact Center: Automate One Routine Call Type at a Time

NICE inContact

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. As a contact center leader, you work extremely hard to mitigate these challenges, but because you are pulled in many different directions, it is tough to keep your best agents. Imagine if you had a pool of AI-powered virtual agents in addition to your live agents.

Improving customer experience with a virtual agent


Who is answering calls when your contact center is closed? AI-powered conversational assistants, or “virtual agents”, can quickly deliver the answers and outcomes over voice-enabled channels.

5 Best Practices for AI Self-Service Without Compromise

Speaker: Tom Lewis, CEO of SmartAction

Advances in conversational AI have led to the growing adoption of cloud-based virtual agents to automate conversations traditionally handled by live agents over voice, chat, and text. Join Tom Lewis, CEO of SmartAction, and learn 5 best practices that leading organizations are using to transform to AI self-service without compromising an ounce of Customer Experience (CX).

From Knowledge Base to Virtual Agents: The Shift to AI-powered Self Service


Although this information can usually be found in the user manual, customers looking for assistance with these basic tasks drive a large volume of calls to the customer care center, which can be avoided with self-service. AI has also powered decision support tools, which help human agents present customers with relevant information in real time with the goal of making the best decisions and providing the right information to consumers. Decreased agent workload?

Application Ecosystems and the Future of the Contact Center


Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. CX and Contact Center

The future of contact centers


However, many companies have not yet addressed the most basic weaknesses in their contact centers. In addition, sometimes integrations with CRM tools and customer databases are too rigid or non-existent to provide agents with context.

Automate Contact Center Outbound Calls and Texts for Positive ROI

NICE inContact

For many companies, making outbound calls and texts to customers makes up a large volume of everyday work that their live agents handle today. However, these repetitive call types need to be made hundreds of times per day, and can often make up a large part of a live agent’s daily routine. While necessary, outbound notification calls are often extremely expensive and take an enormous amount of time, since agents must dial each customer consecutively.

The Future of Intelligent Decision Support Systems in Contact Centers


These systems are relevant for many verticals including healthcare, finance, weather prediction, call and chat centers, desktop apps, info kiosks and more. . Current state of DSS in contact centers. Call centers are highly stressed environments.

4 Ways AI-powered Virtual Agents Automate the Contact Center

Speaker: Tom Lewis, CEO of SmartAction

Most contact centers have an over-reliance on live agents for even the most rudimentary and repetitive call types. Hear examples from AAA, MGM Resorts, Hyundai, and Office Depot on how they are leveraging the power of conversational AI through cloud-based virtual agents to automate the call and chat types handled by live agents.

How Will Virtual Agents, Robots, RPA, and New Technology Impact Your Contact Center?

West Monroe

These intelligent agents are making our lives so easy. If you are keen on customer-centricity, you need to think about making strategic investments in customer service technologies – especially within your contact center.

4 AI elements to flatten the contact center curve


Laying the foundation with the right infrastructure Contact centers are finding themselves stuck between the proverbial rock and hard place. Oftentimes in 24-hour contact centers, agents share desks and equipment – including headsets.

Work From Home Tips - Part 2


contact center cx agile virtual agent cx monitoring disruption work from home

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Artificial Intelligence: Ready for Primetime in the Contact Center


25% reduction in agent turnover. Once those are working well, you can use AI to handle more complex customer inquiries or agent assist functions. AI is finding a comfortable home in the contact center. CX and Contact Center

The Post-Covid CX Powered by AI

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. Most companies looking to ditch a "Press 1" experience struggle with where to start and how to infuse natural language into their existing technology stack. Join this webinar with TechStyle Fashion Group who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. Also joining is SmartAction who manages the AI-powered CX for more than 100 brands.

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

NICE inContact

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. Agents were empowered to provide more engaging personalized experiences with additional brand-relationship context.

Three Frightening Contact Center Problems Solved with Cloud


It’s the spookiest time of the year, and not just because contact centers like yours are about to head full bore into the holiday rush. Halloween is coming, and to get into the spirit, we’re here to help you overcome some common contact center terrors: WFH Agents.

Work From Home Tips - Part 3


contact center cx agile virtual agent cx monitoring disruption work from homeIt's Friday! And, boy, it's been a long week.

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Work From Home Tips - Part 1


contact center cx agile virtual agent cx monitoring disruption work from home

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

As a pioneer in AI for contact center customer service and customer. of AI, and eGain’s viewpoint on how it can be leveraged for contact. center customer service. Contact Center 1. agents, or concierges, VAs help businesses wow customers with. agents.

5 Tips for Successful Business Continuity Planning for Contact Centers


The goal of a BCP for a contact center is to minimize the disruption to both agents and customers, so that business can continue as normally as possible. A successful BCP requires a thorough evaluation of the contact center and addresses all possible scenarios that could occur.

A Reassuring Note About Conducting Business in Turbulent Times


customer experience customer journey customer service automated testing omnichannel contact center cx customer experience issues agile virtual agent IVR call center cx monitoring cloud cx assurance voice quality disruption digital transformation

Call Center Automation Depends on Collaborative AI


The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Why agents are embracing the change.

Wanted: Customer Service Change Agents for Contact Centers

Tricia Morris

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , respondents now say they are using self-service FAQ pages on a company’s website more often than speaking with a live agent on the phone. According to the same Forrester survey referenced above, online community, virtual agent, mobile customer service, social media and live chat have also increased in usage. Agent responsibilities are changing.

DSW Successfully Incorporates AI into Customer Experience

NICE inContact

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. Today, live agents are optimized to help customers more quickly on complex needs. We love our shoes!

What Does Amazon Connect Mean for the Contact Center?

West Monroe

Not only did it go from an online bookstore to one of the largest retailers in the world, but Amazon has now tapped contact centers. Amazon Connect is changing the traditional contact center setup. Metrics can be another challenging area within contact centers.

Guest Blog: Want to Excel at Customer Service? Transform your Contact Centers into Customer Engagement Centers


This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Earlier, businesses used to see contact centers as cost centers.

The Times They Are a-Changing: Talent in the Contact Center Part 2: Players and Coaches


In our second part of this blog series, we continue our examination of how to staff the contact center of tomorrow. Just as a sports team consists of players and coaches working in concert, the contact center’s backbone is comprised of agents and supervisors.

New KPI Metrics in the Era of Self Service


Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. When more enquiries are handled by AI-assisted agents – for example with best-next-step recommendations – are traditionally measured agent performance metrics still accurate?

Call Deflection strategies in the age of self-service


The goal is both to ensure customers receive the answers they are seeking in the most efficient manner and to reduce the number of inbound calls routed to human agents. He navigates to the Contact Us page of the supplier’s website and easily finds the Customer Support phone number.

Millennial Generation Customer Service – The Ultimate Guide


According to a report by Pew Research Center , 85% of Millennials say they use social media. Having grown up with the Information Superhighway, they will attempt to solve issues on their own via google, youtube or other online resource before contacting a company representative for assistance. Millennials love augmented reality and virtual reality, and there are an increasing number of practical business solutions for these immersive technologies. AI-powered virtual agents.

AI and Customer Care: The Future is Here


Siri, Alexa, and OK Google… these are the virtual interactions that Sci-Fi movies have portrayed for decades past. IBM reports that by 2020 – that’s just two years away – 85% of all customer service interactions will occur without a human agent. AI is the now of the contact center.

Self-Service Strategies for Elevating CX at Your Contact Centre

NICE inContact

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. Self-service not only has benefits for consumers and businesses, but for advisors and agents as well. ICMI Research indicates that, with the right self-service strategy, agent satisfaction actually can increase. Self-service options for the contact centre are far and many.

CX Thought Leaders


It is being discussed throughout companies, from the contact center to the board room. For customer service and sales, AI is being implemented in chatbots, robotic process automation, virtual agents, and many more technologies. Artificial Intelligence (AI) is all the rage.

Most AI Chatbots will Fail, and That’s Okay!

NICE inContact

It often eliminates the “on hold” frustration of voice calls and lets contact centers increase productivity by having agents work with 3 or 4 customers at the same time. It’s a great way to move them to chat with a live agent. Instead of looking at this as a failure to contain, lets look at this as an opportunity to get rid of the repetitive questions chat agents spend time answering.

How to Achieve Personalized Customer Service with AI Tools


With unprecedented advances in algorithms and other machine learning tools, AI-enhanced solutions, such as virtual assistants or chatbots, can learn how to respond, engage or process many standard tasks — including customer service queries. . Virtual Assistants. Hello.

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Omega World Travel Finds Innovative Solutions with Unified Cloud Platform

NICE inContact

Approximately 200 onsite and virtual agents handle corporate, government and leisure travel, making or modifying reservations, generating quotes and exchanging tickets. contact center was going nowhere. And then there’s the matter of remote agents. With $1.5

Automation and AI: Game Changers for Your Customer Engagement Strategy


Earlier in my career I managed the contact center workforce optimization group at one of the major North American wireless companies. Customer Satisfaction Customer Service Customer Experience customer engagement optimization artificial intelligence Robotics robotic process automation automation customer engagement customer focus AI machine learning natural language processing virtual agents RPA brand differentiation

5 Customer Service Tech Trends to Explore at MWC 2018


view of customers by accumulating data from the various touch points that a customer may use to contact a company. Immerse technologies provide the ability to interact and communicate with the virtual environment. Virtual Customer Assistants.

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