article thumbnail

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. With that being said, one of the biggest time-consumers of live agent minutes comes from repetitive and tedious data gathering. This happens on virtually every call, as agents generally perform customer identification duties whether or not the system has already done so (more on that later).

article thumbnail

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.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

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.

article thumbnail

Meet Zoom Virtual Agent, the next Evolution of Solvvy

Solvvy

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 works 24/7 on multiple support channels to deliver fast, personalized customer experiences.

article thumbnail

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).

article thumbnail

3 ways virtual agents can boost call center efficiency

Talkdesk

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.

article thumbnail

Why Contact Centers Should Test Bi-Directionally for Voice Quality

Cyara

According to this recent Qualtrics study that examined more than 2,000 consumers, 100 contact center agents, and thousands of customer journeys, it only takes one interaction with a contact center to change how 78% of consumers feel about a company… permanently.

article thumbnail

What is a virtual agent and how does it work?

Talkdesk

This tendency, coupled with increasingly mature artificial intelligence (AI) technologies, has raised attention to the role and impact of virtual agents in contact centers and customer experience (CX). What is a virtual agent?

article thumbnail

Unleash Your Customer Service Team’s Full Potential with Virtual Agents

UJET

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. What, Exactly, Are Virtual Agents?

article thumbnail

Unleash Your Customer Service Team’s Full Potential with Virtual Agents

UJET

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. What, Exactly, Are Virtual Agents?

article thumbnail

How to Build ROI for Conversational AI

Speaker: Sofia Burton & Tiffany O'Malley from SmartAction

In this webinar, our leading experts will walk you through step-by-step to build an ROI for conversational AI.

article thumbnail

How to Manage a Virtual Agent – Fate of the Bots | The Times They Are a-Changing: Talent in the Contact Center Part 7

SaleMove

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.

article thumbnail

Multimodal User Experience Design Best Practices

Uniphore

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it. The same holds true in the contact center. Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort.

article thumbnail

Improving customer experience with a virtual agent

Talkdesk

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.

article thumbnail

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

TechSee

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?

article thumbnail

Start Every Conversation with AI: The Front Door for Intelligent Customer Service

Speaker: Brian Morin & Helena Chen from SmartAction

In a typical 6-minute customer service call, only 25% is valued customer interaction. How can you render this process more efficient and give space for the valued interaction to shine? By starting every conversation with AI. Sign up to learn more!

article thumbnail

How to Cut Call Center Agent Onboarding In Half

Uniphore

How to Cut Call Center Agent Onboarding Time in Half. and Make Every Agent Your Best Agent. Brian Cantor Leading CX Industry Analyst Contact Center Week. Live Demo Featuring 10 Ways to Simplify Agent Onboarding With AI & RPA. Contact Us. +1

article thumbnail

Build an AI-powered virtual agent for Genesys Cloud using QnABot and Amazon Lex

AWS Machine Learning

The rise of artificial intelligence technologies enables organizations to adopt and improve self-service capabilities in contact center operations to create a more proactive, timely, and effective customer experience. The example call flow contains branches for AGENT , MENU , and END.

article thumbnail

10 Ways the Best Call Centers Thrive in the New Normal

Uniphore

We also learned just how important contact centers are to our everyday lives. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. 13% My contact center is not in the cloud.

article thumbnail

Create powerful self-service experiences with Amazon Lex on Talkdesk CX Cloud contact center

AWS Machine Learning

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. Talkdesk CX Cloud contact center – Talkdesk, Inc.

article thumbnail

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.

article thumbnail

Can Artificial Intelligence Replace Contact Center Agents?

UJET

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.

article thumbnail

The Pivot to 100% Remote Training in the Contact Center

BlueOcean

The key, of course, was that everything, including agent training, had to pivot to a virtual environment. Trust us, we learned the hard way a few years ago when we first got into broadscale remote training for WAH agents!). Making Virtual Agent Training Work for You.

article thumbnail

Application Ecosystems and the Future of the Contact Center

Avaya

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. This is where we see the benefits of an application ecosystem approach, which allows organizations to flexibly assess and adopt the technologies and changes needed for providing incredible customer and agent experiences.

article thumbnail

How to Manage a Virtual Agent – Fate of the Bots | The Times They Are a-Changing: Talent in the Contact Center Part 7

SaleMove

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.

article thumbnail

The 5 Categories That Rule Virtual Agents

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. This has been true for more than a hundred clients encompassing hundreds of use cases across 12 industries. Having a keen awareness of where or how AI fits in your contact center for a great CX and ROI begins with understanding how to broadly classify your interactions. If it fits into one of these 5 categories, a live human agent should never handle it. Join Brian Morin, Mark Landry, and Marilyn Cassedy of SmartAction, and learn how to streamline your customer service.

article thumbnail

Can Artificial Intelligence Replace Contact Center Agents?

UJET

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. The current generation of self-service solutions, intelligent virtual agents (IVAs), are smart, omni-channel systems that automate many types of inquiries. Contact Center Customer Experience Customer Service

article thumbnail

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.

article thumbnail

The Times They Are a-Changing: Talent in the Contact Center Part 3: Rise of the Machines – Meet the Virtual Agent

SaleMove

Check out the previous installment of this series: The Times They Are a-Changing: Talent in the Contact Center Part 2: Players and Coaches In this third installment of this blog series, we continue to discuss how to staff the contact centers of the future.

article thumbnail

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. In Kate Leggett’s 2017 Customer Service Trends: Operations Become Smarter And More Strategic , she notes that traditional contact centers are becoming smaller, smarter, and more strategic (see graphic below).

article thumbnail

The Conversational AI Journey: What to Expect from Start to Finish

Speaker: Gary Davis, SmartAction CEO

Join us for this webinar as Gary Davis, SmartAction CEO, shares insights and best practices for implementing AI virtual agents in the contact center.

article thumbnail

4 AI elements to flatten the contact center curve

Talkdesk

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.

article thumbnail

7 Knowledge Management Best Practices That Drive Great Customer Service

Uniphore

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? See where your contact center makes its mark or could use a little improvement. Blog Agent Assist Contact Center Automation Virtual Agent Visual IVR

article thumbnail

The future of contact centers

Talkdesk

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.

article thumbnail

The Times They Are a-Changing: Talent in the Contact Center Part 3: Rise of the Machines – Meet the Virtual Agent

SaleMove

In this third installment of this blog series, we continue to discuss how to staff the contact centers of the future. Once they are put into production, bots will need supervision similar to live agents – to make sure that they are “behaving” and achieving the desired results.

article thumbnail

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.

article thumbnail

Work From Home Tips - Part 2

Cyara

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

Tips 94
article thumbnail

Artificial Intelligence: Ready for Primetime in the Contact Center

Avaya

25% reduction in agent turnover. Once those are working well, you can use AI to handle more complex customer inquiries or agent assist functions. Virtual agents/chatbots – Computer-aided, virtual robots that address basic questions and functions to free human agents to handle more complex ones. Real-time speech analytics – Tools that listen to customer’s verbal content to analyze next steps for customer service agents, typically using agent screen pops.

article thumbnail

Three Frightening Contact Center Problems Solved with Cloud

Avaya

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. This can be an incredibly scary subject for many contact centersagents who aren’t physically with you in the contact center. CX and Contact Center

article thumbnail

Is Your Organization Ready for the Top Contact Center Trends of 2022?

Playvox

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022.

article thumbnail

Navigating the Worker Shortage in the Contact Center

Speaker: Brian Morin, Helena Chen, and Sofia Burton from SmartAction

The latest trend in the contact center has CX leaders worried -- across industries, there is a massive shortage of workers. In a complete reversal from the widespread layoffs that occurred during the coronavirus pandemic, employers are now struggling to attract talent and fill open positions. As the U.S. continues to recover from the economic implications of the global pandemic, join us for this discussion on technologies that have paved the way for a burgeoning remote workforce, the adoption of AI-powered virtual assistants, and more.