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.

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


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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The state of virtual agents


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.

Interruptions To The Advertising Market

Forrester's Customer Insights

advertising brand experience chief marketing officer (CMO) customer experience virtual agentsThe advertising headwinds have been gathering. The $7.4B lost to bad ads. The chronic underperformance. Major firms pulling millions from media budgets. Consumers actively avoiding ads. And yet the interruptions continue. There are bright spots: great storytelling from some brands, better channel orchestration, and the pragmatic application of programmatic.

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


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

Buddy. You’d better build a better bot


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

Don’t Miss Nanorep’s Webinar on How AI Transforms Customer Service, Featuring Guest Principal Analyst Ian Jacobs


How chat bots and virtual agents allow you to value your customers’ time while prioritizing high-value queries. I have seen the interest grow in adoption of AI.

Why do you still have an FAQ section?


For example, customers looking for a how-to solution may see a technical issue that is curious to them and click on it – aaaand there they go – one step closer to a live agent touch. This scenario also affected virtual agents, devaluing their ROI).

Democratizing Large Enterprise Chatbots for Small Businesses

Esteban Kolsky

I have been doing AI and related technologies (including NLP and bots-like tech) for quite some time and was a firm believer in the early waves of chatbots (back then we called them virtual agents – this is circa 2000 and was just starting to enter the realm of large enterprises).

7 Top Priorities for the Future of Customer Engagement


A virtual agent initiates a service call by accessing your Outlook or iCal calendar to set up an appointment. A service environment with this level of automation, one that blurs the line between agents and distributed “experts,” doesn’t just establish itself, and it certainly doesn’t happen overnight. Prediction #2: Virtualization will break down the “walls” of the contact center. If self-service and automation are the norm in 2020, what does that mean for agents?

The Three Most Important Questions to Ask About the Future of Customer Service


This means that call centers of the future need to leverage self-service and omnichannel support; which includes engineering web- and mobile-based FAQs to deliver true knowledge management, supporting real-time, engaging social support, and operating effective virtual agents, IVR, and communities.

Six Reasons Live Chat Keeps Customers Engaged

CSM Magazine

Live chat agents are able to walk customers through a sale right then and there, at the time that they are in the buying process. Virtual assistant technology can also connect to customer data in CRM systems, meaning account specific questions can be answered.

Wanted: Customer Service Change Agents for Contact Centers

Tricia Morris

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , respondents now say they are using self-service FAQ pages on a company’s website more often than speaking with a live agent on the phone. According to the same Forrester survey referenced above, online community, virtual agent, mobile customer service, social media and live chat have also increased in usage. Agent responsibilities are changing.

Omni-Channel: A New Support Model for Next-Generation Customers

CSM Magazine

For customers, there is frequently no continuity between interactions – too often, the service record and information created in one channel are invisible to agents and customers using another channel. In the not-too-distant past, most customer support was conducted by telephone.

The Future Customer Experience Will Go Virtual

Win the Customer

Customer experience continues down a path of rapidly advancing technology with trends pointing to a virtual experience. From augmented shopping experiences to completely virtual call centers and agents, the future of customer service is already here. Virtual Call Centers.

The Definitive Guide to Chat Bot Strategy


Most importantly, chat bots reduce the need to have recruiting agents man the messaging system 24/7 – plus they often provide faster and more accurate responses, reducing the time it takes for applicants to make decisions. Chatbots and Conversational Agents (Quora topic).

6 Ways to Take the Lead in Customer Self-Service

Tricia Morris

The goal of self-service is to make things easier for both the customer (to find information) and customer service agents (to deflect information requests from assisted service). Using IVR, video, crowdservice and virtual agents for self-service. •

Are you Underestimating the Importance of a Customer Service Experience Improvement Plan?


Virtual Agents. A powerful and effective tool to manage these problems comes from virtual assistants and chatbots. A virtual assistant can be a tool to encourage users to stick around. Your support agents have been given a promotion.