Solvvy
NOVEMBER 30, 2022
Since Zoom acquired Solvvy earlier this year, many people have asked me why Zoom, a company that is the gold standard for team collaboration and meetings, would look to bring Solvvy’s advanced conversational AI technology and team into its portfolio.
Talkdesk
SEPTEMBER 16, 2020
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. Self-service is a hot topic in the call center industry.
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Uniphore
FEBRUARY 8, 2017
The State of Virtual Agents. There’s no denying that virtual agents – or “chat bots” (or simply, bots) – are experiencing a tremendous resurgence in interest, and along with that, a rapid advance in innovation and technology. This resurgence is driven by four primary factors – it’s a perfect storm – a confluence of drivers causing massive interest, adoption, growth and innovation. Read More. Jacada Blog
Uniphore
FEBRUARY 8, 2017
There’s no denying that virtual agents – or “chat bots” (or simply, bots) – are experiencing a tremendous resurgence in interest, and along with that, a rapid advance in innovation and technology. This resurgence is driven by four primary factors – it’s a perfect storm – a confluence of drivers causing massive interest, adoption, growth and innovation. Read More. Jacada Blog
Speaker: Brian Morin, CMO & Mark Landry, VP of Product at SmartAction
This interactive working session gets into the gritty details of designing conversation flows for a human-to-machine experience that rivals or exceeds live agents. Mark will do live "mockups" with audience members and step through the complex critical thinking required to determine if and where AI can fit. So make sure to bring your questions!
Talkdesk
SEPTEMBER 9, 2020
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?
Talkdesk
FEBRUARY 13, 2020
AI-powered conversational assistants, or “virtual agents”, can quickly deliver the answers and outcomes over voice-enabled channels. The post Improving customer experience with a virtual agent appeared first on Talkdesk
Interactions
AUGUST 29, 2022
Virtual agents have come a long way. And while some companies are certainly still using automated systems from the dark ages, forward-thinking brands have taken advantage of advancements in technology for big steps forward in customer experience self-service. .
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. 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. Not to mention, technology constraints can sometimes make it difficult to improve the agent experience.
UJET
DECEMBER 10, 2020
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. Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. The UJET Virtual Agents.
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.
UJET
DECEMBER 10, 2020
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. Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. The UJET Virtual Agents.
NICE inContact
OCTOBER 12, 2018
With all of the new improvements and changes in modern day customer service technology, it’s no surprise that customer expectations have evolved to follow suit as well. This is the first of four ways that virtual agents are automating the contact center. Cold transfers occur when agents route calls to other agents internally without gathering information about the customer and passing it along. fewer calls being transferred to live agents.
CSM Magazine
APRIL 26, 2022
Avaya has announced an enhancement to Avaya OneCloud to dramatically reduce the complexity associated with virtualizing customer interactions. This lack of success is due, in part, to the historical complexity of developing and delivering effective virtual agent solutions.
AWS Machine Learning
SEPTEMBER 29, 2022
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.
Speaker: Brian Morin & Helena Chen from SmartAction
Join Brian Morin, CMO, and Helena Chen, Director of Product Marketing at SmartAction to learn the 4 golden rules they've acquired after more than 100 conversational AI implementations for voice self-service that outperforms live agents. You’ll hear real-world examples from leading companies and discover how you can deliver CX success with AI-powered virtual agents in your organization.
Interactions
AUGUST 13, 2020
Imagine yourself on a busy day trying to cancel an appointment and you keep getting put on hold waiting for a live agent. After 30 minutes of waiting you finally get put through to an agent, who is able to quickly cancel your appointment. Virtual Assistants
Uniphore
AUGUST 12, 2021
Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it. Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort.
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.
Uniphore
JUNE 10, 2021
Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. Along the way, we learned a lot about the obstacles customers and agents face today. Transition to work-at-home with legacy technology.
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.
Uniphore
JULY 10, 2021
How to Cut Call Center Agent Onboarding Time in Half. and Make Every Agent Your Best Agent. Live Demo Featuring 10 Ways to Simplify Agent Onboarding With AI & RPA. The post How to Cut Call Center Agent Onboarding In Half appeared first on Jacada.
West Monroe
JULY 24, 2017
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. Virtual Agents will be used more (often the first point of contact) and can be described as a computer generated, animated, artificial intelligence virtual character that serves as an online customer service representative.
SaleMove
JUNE 11, 2020
The post The Times They Are a-Changing: Talent in the Contact Center Part 3: Rise of the Machines – Meet the Virtual Agent appeared first on Glia Blog | Digital Customer Service Explained.
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.
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.
Uniphore
JULY 21, 2021
Knowledge Base Consolidation It’s estimated that agents spend 20% of their time working to understand questions and search a knowledge base for the correct information. It’s far too easy for knowledge to end up in silos, where it may not be accessible to an agent in a time of need.
SaleMove
JUNE 11, 2020
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. Reconfigure which issues are handled by which bots, and when to invoke a human agent.
Forrester's Customer Insights
SEPTEMBER 18, 2020
Age of the Customer Banking Chatbots financial services virtual agents voice technology Bank of America Capital One chatbots virtual assistants voice assistants
Forrester's Customer Insights
JULY 29, 2020
Forrester’s view on the future of banking is here – examining the changes that we expect to play out over the next decade of retail banking.
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engagement, eGain has not only developed cutting-edge technology. Answer: Virtual assistant (VA) Also called virtual customer assistants, chatbots, avatars, virtual. agents, or concierges, VAs help businesses wow customers with. agents. agents.
Forrester's Customer Insights
JULY 30, 2020
Leading banks are pivoting and rebooting their strategy — capitalizing on the pace of change and innovation and setting their course for the next decade. By 2030, banking will be invisible, connected, insights-driven, and purposeful.
Forrester's Customer Insights
DECEMBER 2, 2020
Buyer demand for greater value from insights and technology such as RPA, data science, machine learning, and advanced analytics are forcing both classical BPO and omnichannel BPO vendors to retool themselves into insights-driven BPO's.
Bold360
MARCH 2, 2017
While some technology seems to exist just because it can, there is no benefit to technology replacing something which already works. Many businesses are encouraging their customers to grasp the same flexibility and control with online support bots and virtual assistants. Long term investor Danny Vena believes that 2017 “will be the tipping point for virtual personal assistants becoming part of most people’s daily lives” as natural language processing improves.
Bold360
MARCH 2, 2017
While some technology seems to exist just because it can, there is no benefit to technology replacing something which already works. Many businesses are encouraging their customers to grasp the same flexibility and control with online support bots and virtual assistants. Long term investor Danny Vena believes that 2017 “will be the tipping point for virtual personal assistants becoming part of most people’s daily lives” as natural language processing improves.
Verint
NOVEMBER 2, 2017
Verint’s Dan Bodner, CEO, will present the opening keynote “Artificial Intelligence—Applications and Customer Engagement” at The Center of Excellence, Wireless and Information Technology (CEWIT) conference on November 7 at Stony Brook University’s CEWIT facility in Stony Brook, New York. Verint is a long-time automation leader and has leveraged automation technologies over the years to drive customer engagement market leadership.
Forrester's Customer Insights
NOVEMBER 8, 2019
Forrester clients may not be familiar with Samsung’s intelligent agent Bixby, but it’s primed to put other better-known agents such as […]. age of the customer mobile technology virtual agents voice technology(With Julie Ask) Last week, Samsung hosted its annual Developer Conference in San Jose, California.
Verint
NOVEMBER 13, 2017
In a keynote address last week at a conference hosted by the Center of Excellence in Wireless and Information Technology (CEWIT) at Stony Brook University, he said that consumers are demanding easy and productive interactions when they contact a company. Artificial intelligence is a technology that could have a very big impact on this industry.”.
Interactions
JUNE 18, 2020
Improving agent experience not only benefits agents, but also your customers and your business. But with an increasing focus on technology, it can seem like live agents are getting left behind. . What is agent experience? It’s not easy being a contact center agent.
Verint
NOVEMBER 16, 2017
New technology was available all the time, and you really couldn’t keep up with all the emerging innovations. If you are already involved in automation or AI discovery sessions or planning, then you are already in the mix to help determine how these new technologies can drive value. Do you want to delve more into the technology side of automation and AI as well?
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