NICE inContact

NOVEMBER 16, 2018

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).

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Virtual Agent Contact Center Data Average Handle Time 163

Jacada

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

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Virtual Agent Innovation Technology 100

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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Virtual Agent Call Center Contact Center Knowledge Base 83

Jacada

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

Virtual Agent 100

Virtual Agent Innovation Technology 100

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).

Virtual Agent

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?

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Virtual Agent Contact Center Knowledge Base System 73

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

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Virtual Agent B2C Contact Center B2B 60

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.

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Virtual Agent Average Handle Time Sports Customer Service 72

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.

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Virtual Agent Average Handle Time Sports Customer Service 72

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.

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Virtual Agent Contact Center Resources Training 139

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.

Virtual Agent

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

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Virtual Agent System Healthcare Examples 68

NICE inContact

OCTOBER 12, 2018

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. Your business benefits through increased cost-savings from a reduced number of internal transfers and reduced agent minutes.

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Virtual Agent Contact Center Average Handle Time Comparison 139

Advantage Communications

JULY 17, 2019

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

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Virtual Agent Call Center Company 52

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.

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Virtual Agent Contact Center Training Exercises 52

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.

Virtual Agent

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.

Virtual Agent 52

Virtual Agent Contact Center Training Exercises 52

Bold360

FEBRUARY 24, 2016

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.

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Virtual Agent Trends Software Meeting 55

Rant And Rave

MAY 22, 2018

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

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Virtual Agent 46

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.

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Virtual Agent Insurance Contact Center Policies 52

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!

Virtual Agent

Cyara

MARCH 18, 2020

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

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Tips Virtual Agent Contact Center 85

West Monroe

JULY 24, 2017

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. Virtual Agents get smarter over time, and free up time for live agents to handle more difficult and emotional issues.

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Virtual Agent Contact Center Social Media Technology 48

Cyara

MARCH 20, 2020

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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Tips Virtual Agent Contact Center 67

Cyara

MARCH 16, 2020

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

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Tips Government Virtual Agent Examples 78

Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group

Join us for this in-depth conversation with TechStyle Fashion Group, as they openly discuss their decision to go virtual, and the challenges they faced along the way as they dabbled with both building the omnichannel self-service platform themselves, and outsourcing the design to a partner.

Virtual Agent

Cyara

MARCH 13, 2020

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

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Virtual Agent Marketing Contact Center omnichannel 67

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

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Financial Measurement Virtual Agent Customer Service 50

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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Banking Retail Virtual Agent Financial 56

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.

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Banking Connections Course Virtual Agent 39

Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA

One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. In this webinar, we will hear from Brian Morin of SmartAction and AAA's Dispatch Operations Manager, Steve Bennett. They will dive into how AAA handled this transition and the effect its had on CX.

Virtual Agent

Forrester's Customer Insights

AUGUST 21, 2019

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, […].

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Interaction Virtual Agent Customer Service Customer Experience 39

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.

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Virtual Agent omnichannel User Experience Data 30

Verint

NOVEMBER 2, 2017

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.

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Wireless Conference Technology Customer Engagement 34

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. Developers sampled the company’s latest offerings for mobile app and web development, the internet of things, and artificial intelligence.

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Conference Company Virtual Agent Technology 20

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.

Virtual Agent

Verint

NOVEMBER 13, 2017

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.

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Wireless Banking Conference Technology 28