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

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

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 82

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 72

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

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

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

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

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

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

Jacada

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.

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Virtual Agent Management Customer Experience Knowledge Base 130

Jacada

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.

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Call Center Virtual Agent Case Study Policies 130

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.

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Virtual Agent Contact Center Training Exercises 69

Cyara

JULY 21, 2021

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.

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Contact Center Study Consumers Interaction 67

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

Jacada

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. 0% Security issues with Agents at Home.

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Call Center Virtual Agent eBook Case Study 130

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

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

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

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

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.

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Virtual Agent Contact Center Interaction Meeting 52

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

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

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

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

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

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

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.

Virtual Agent

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 38