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. These repetitive calls often come in high volumes, but are low-value, tedious conversations that simply bog down live agents.

The state of virtual agents

Jacada

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.

The State of Virtual Agents

Jacada

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.

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. Not to mention, technology constraints can sometimes make it difficult to improve the agent experience.

5 Best Practices for AI Self-Service Without Compromise

Speaker: Tom Lewis, CEO of SmartAction

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

TechSee

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. Here are the steps to get started: Build the virtual agent around a single strategic objective. Decreased agent workload? The post From Knowledge Base to Virtual Agents: The Shift to AI-powered Self Service appeared first on Techsee.

How Outsourced Call Centers Make Use of AI-Powered Virtual Agents

Advantage Communications

Artificial Intelligence (AI) is a controversial subject. It often comes with a worry that workers will lose their jobs and companies will have to implement new processes and ways of operating. Artificial Intelligence

Insights into AI: The Virtual Agent at its Best

Rant And Rave

In recent years and months, AI and the rise of the chatbot has been hailed as the saviour of the traditional contact centre. AI Contact Centre

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

West Monroe

These intelligent agents are making our lives so easy. 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.

Intelligent Digital Service: What to Consider When Exploring Virtual Agent Software

Bold360

There are hundreds if not thousands of solution options out there that address this rising trend, and over the last five years, virtual agents have been among the more popular of them. It is important to take a few factors into consideration when looking at virtual agents to meet your self-service needs If we look around to see how the digital age is taking over, we?ll ll see that customers are choosing self-service over every other channel.

4 Ways AI-powered Virtual Agents Automate the Contact Center

Speaker: Tom Lewis, CEO of SmartAction

Why Chatbots Can’t Read Your Mind

Forrester's Customer Insights

age of the customer artificial intelligence (AI) chatbots customer experience infrastructure & operations machine learning virtual agentsBy Will White and Ian Jacobs Chatbots — And Why They Can’t Read Your Mind Chatbots are cropping up everywhere, from customer service to internal help desks, but what makes them tick? When we interact with chatbots, we’re often coming in from the end-user side and confronting a chatbot window. When we ask a question, […].

Verint CEO Dan Bodner Will Deliver AI and Customer Engagement Keynote

Verint

Bodner will discuss how artificial intelligence technology can disrupt the customer engagement market with new innovations such as virtual agents and robotic process automation, and how customer engagement teams will leverage natural language processing and machine learning to deliver significant cost efficiencies while improving consumer satisfaction.

AI Will Mold Future of Customer Service: Verint CEO

Verint

Bodner also discussed how artificial intelligence technology can disrupt the customer engagement market with new innovations, such as virtual agents and robotic process automation—and how customer engagement teams will leverage natural language processing and machine learning to deliver significant cost efficiencies while improving customer satisfaction.

Automation and AI: Game Changers for Your Customer Engagement Strategy

Verint

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

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

Answer: Virtual assistant (VA) Also called virtual customer assistants, chatbots, avatars, virtual. agents, or concierges, VAs help businesses wow customers with. the natural language capabilities of eGain Virtual Assistant™ to. agents. agents.

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 Can Your Business Learn about CX from the Latest in Smart Technology?

Bold360

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. Customer Experience Customer service customer experience smart chat bot virtual agent

What Can Your Business Learn about CX from the Latest in Smart Technology?

Bold360

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. Customer Experience Customer service customer experience smart chat bot virtual agent

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.

Architect Your Automation Strike Teams

Forrester's Customer Insights

Emerging technologies such as robotic process automation (RPA), virtual agents, and machine learning — these are those invisible robots described in the recently published Forrester book, Invisible Robots in the Quiet of the Night: How AI and Automation Will Restructure the Workforce.

Buddy. You’d better build a better bot

Jacada

The proliferation of ‘Chat Bots’ or Virtual Agents has rapidly created a new frontier of competitive advantage, or one that carries with it severe penalties. If your Bot or VA just isn’t good enough, sure as eggs is eggs, your customers will drop you. Read More. Jacada Blog

Omnichannel Customer Service is Important, But Don’t Hang up the Phone!

Advantage Communications

Technologies such as contact center artificial intelligence (AI) , chatbots and intelligent virtual agents are all crucial components of creating a superior customer experience (CX) and improving customer satisfaction.

Buddy. You’d better build a better bot

Jacada

The proliferation of ‘Chat Bots’ or Virtual Agents has rapidly created a new frontier of competitive advantage, or one that carries with it severe penalties. If your Bot or VA just isn’t good enough, sure as eggs is eggs, your customers will drop you. Read More. Jacada Blog

CX Thought Leaders

Cyara

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. It is being discussed throughout companies, from the contact center to the board room.

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

NICE inContact

According to Aarde Cosseboom, TechStyle’s Director of Global Member Services Technology and Product, “We now have one central, open cloud platform that allows all of the agents to support our multiple global brands.”

Will AI Take Humans out of Customer Service in The Near Future?

Provide Support

Are chatbots and virtual agents likely to replace humans any time soon? 3d rendering android robot thinking in office. Happy Holidays! As the new year dawns, many of us take the time to reflect on the milestones achieved in the past, and also look ahead to what the future has in store.

Millennial Generation Customer Service – The Ultimate Guide

TechSee

Millennials love augmented reality and virtual reality, and there are an increasing number of practical business solutions for these immersive technologies. Utilize robust self-service tools such as FAQs, AI-powered knowledge bases and virtual technicians to help them find answers by themselves quickly. AI-powered virtual agents. A day in the life of a Millennial.

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.

Building The Cognitive Organization: AI-Ready Information (Part One)

North Highland

You need information to support automation and to build both types of AI machines: 1) machine learning algorithms and 2) virtual agents. Building virtual agents that work with humans, like chatbots, requires content (i.e.,

3 Ways a Chatbot Can Improve Customer Service

Smarter CX

That’s a particularly attractive solution when a chatbot — also called a “virtual agent” — is offered as the initial strategy, with a live agent available as needed. Gartner research found that 25% of customer service operations will use virtual customer assistants by 2020. However, implementing a virtual agent requires a solid understanding of your customer base as well as attention to the customer journey.

Conversational AI: Your Best Agent (every time)

Interactions

It was the lesser of two evils: make your customers wait on hold for 30 minutes until a live agent is available, or allow them to maybe get their task done with an IVR. . That’s where Intelligent Virtual Assistants (IVA), also called Intelligent Virtual Agents come in.

SUPER AGENT – Helping Chatbots Work Smarter

TechSee

Take a peek into the latest issue of Super-Agent: The contact center is at its wits end. It’s Super-Agent to the rescue! Super-Agent escalates cases too difficult for Boti to handle to human agents, and allows Boti to learn from those answers, becoming smarter with every interaction.

New KPI Metrics in the Era of Self Service

TechSee

Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. When a virtual agent fields a customer’s enquiry, collects all relevant details and passes it to a human agent for final approval, how should average handling time ( AHT ) be measured?

4 Reasons Your Customers Won’t Reach Out to Customer Service

GetFeedback

To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support.

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. It also lacked connection flexibility for remote agents and did not allow them to use a cell phone or browser.

A Resounding Call for a Human Voice Element to Remain

Verint

These and other digital means, including increasingly sophisticated and cognitive messaging and chatbot capabilities, are steering routine customer service interactions toward self-service and virtual agent interactions.