NICE inContact

SEPTEMBER 11, 2018

Some have turned to AI to power virtual agents, chatbots and other self-service channels. Decreased average handle time by 10 percent. Improved average speed of answer by over 50 percent at peak times. The strategic and practical value of the virtual agent is its ability to address calls when there are wait times.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

BlueOcean

JANUARY 9, 2018

We want intelligent interactions that are personalized to our own situations and we want them on demand – not after we waste our precious time sitting on hold. Long gone are the days when customers almost expected to experience IVR hell and would pretty much tolerate jaw-dropping wait times.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. After a call, agents spend extra time copying notes to your CRM tool. your agent can say, “I see you’re having trouble with X.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. After a call, agents spend extra time copying notes to your CRM tool. your agent can say, “I see you’re having trouble with X.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

NobelBiz

JANUARY 10, 2021

A chatbot, also known as an intelligent virtual agent, is a program that can do activities independently while communicating with humans over a communication channel. However, this virtual agent can execute some jobs better than other interfaces. Why is it vital for a business? What are its advantages for contact centers?

Contact Center 52

Contact Center Chatbots Virtual Agent Call Center 52

Interactions

OCTOBER 3, 2019

That’s where Intelligent Virtual Assistants (IVA), also called Intelligent Virtual Agents come in. So, when increasing the volume of calls, naturally you would need to hire more agents. Otherwise, customers will be equally as frustrated with the automated system as they are with the long wait times. .

Virtual Agent 78

Virtual Agent Wait Times System Call Center 78