Calabrio

MARCH 31, 2025

Empowerment and enhanced knowledge for agents: Real-time support and faster access to customer interaction analysis and actionable insights equip agents to handle inquiries more effectively. More Accurate Virtual Agents and IVR Elevate your self-service with intelligent virtual agents.

Contact Center 52

Contact Center Customer Service Virtual Agent 2025 52

NICE inContact

OCTOBER 12, 2018

This is the first of four ways that virtual agents are automating the contact center. While cold transfers are more of an agent training issue, it often begins when customers are either unsure which menu option they should choose or try and circumnavigate the menu altogether. fewer calls being transferred to live agents.

Virtual Agent 48

Virtual Agent Contact Center Average Handle Time Call Center 48

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. But what about the bots?

Virtual Agent 52

Virtual Agent Contact Center Management Technology 52

CSM Magazine

NOVEMBER 5, 2024

Finally, knowledge management in Dynamics 365 gives agents quick access to a database of resources. With insights from past cases and solutions to common issues, agents can respond more quickly and accurately. These insights make it easier for teams to identify where improvements are needed.

Customer Service 52

Customer Service Management 2030 Omnichannel 52

Calabrio

MARCH 10, 2025

Below, youll find a list of 15 solutions across key categories that can empower your workforce, equip your teams with rich data insights, and supercharge your contact center productivity. And they also need to be able to quickly turn terabytes of interaction data into insights that help them take action.

Call Center 52

Call Center 2025 Contact Center Virtual Agent 52

SaleMove

AUGUST 20, 2020

While the data analyst turns data into insights, the knowledge manager gathers and curates these insights, deciding how and where to best use them, and builds assets that make the insights available to others. With the rise of big data analytics and virtual agents, the knowledge manager’s job is in for big changes.

Contact Center 90

Contact Center Virtual Agent Sports Insights 90

NICE inContact

NOVEMBER 16, 2018

But there are dozens of other processes in which agents collect information from a customer over the phone, and these calls aren’t just long, they’re expensive. Many companies have been able to significantly reduce live agent minutes and the average handle time for calls by using virtual agents to take over the drudgery of data gathering.

Virtual Agent 48

Virtual Agent Contact Center Average Handle Time Call Center 48

Talkdesk

APRIL 14, 2020

A cloud contact center easily scales up and down to meet volatile demand while maintaining call quality and enabling analytics tools that provide insights in real-time. It is the go-to option to keep agent performance and contact center KPIs on track. The chart below shows this behavior.

Contact Center 81

Contact Center Virtual Agent E Commerce Average Handle Time 81

Calabrio

MARCH 25, 2025

Find new conversation automation opportunities Just as customer interaction analysis in the wider contact center does, chatbot interactions provide a gold mine of data on whats driving customer concerns, giving you invaluable insights into patterns and trends in customer behavior.

Contact Center 52

Contact Center Virtual Agent Interaction Customer Satisfaction 52

Interactions

JANUARY 21, 2025

Heres how an Intelligent Virtual Agent (IVA) that blends technology with the human touch can deliver the personalized, caring support your customers crave when the next crisis hits. Ready to dive deeper into how Intelligent Virtual Assistants are shaping the future of utility customer experience?

Connections 62

Connections Poor Customer Service 2009 Virtual Agent 62

Bold360

SEPTEMBER 15, 2020

All context from the chatbot interaction gets passed on to the (live chat) agent, bringing her up to speed immediately. Virtual agents or agent-facing AI chatbots can then work behind the scenes to assist human agents as they interact with customers. 5 Ways Live Chat Helps Your Business.

Virtual Agent 90

Virtual Agent Net Promoter Score Competitive Advantage Omnichannel 90

Calabrio

MARCH 11, 2025

Uncover actionable insights: AI illuminates trends and patterns in customer interactions, enabling data-driven decisions for process optimization and agent training. Agent Performance and Development: QA provides valuable insights for targeted coaching, empowering agents to enhance their skills and performance.

Contact Center 52

Contact Center Call Center Customer Satisfaction Metrics 52

UJET

DECEMBER 17, 2020

If the speech engine is still having trouble understanding the caller, the auto-attendant may connect them with a human agent or ask the customer if they would prefer to converse in their native language. An NLP-powered virtual agent understands the semantics and context of keywords to respond more efficiently to mobile customer questions.

Virtual Agent 72

Virtual Agent E Commerce Contact Center E-support 72

UJET

DECEMBER 17, 2020

If the speech engine is still having trouble understanding the caller, the auto-attendant may connect them with a human agent or ask the customer if they would prefer to converse in their native language. An NLP-powered virtual agent understands the semantics and context of keywords to respond more efficiently to mobile customer questions.

Virtual Agent 72

Virtual Agent E Commerce Contact Center E-support 72

CSM Magazine

SEPTEMBER 17, 2020

Conversational AI (aka intelligent chatbots or virtual agents) combines artificial intelligence (AI) and automation to streamline customer interactions across channels. Simplifying the creation and maintenance of virtual agents across the enterprise is critical. Essentially, it is what makes a Virtual Agent smart.

Virtual Agent 98

Virtual Agent Customer Service Multi-Channel Contact Center 98

TechSee

MARCH 13, 2018

In 2017, all eyes were on chatbots and virtual agents – the assumption being that they would take over a significant part of the customer interaction and deliver real value in communicating with customers. Virtual Agents. A major driver for the chatbot disappointment in 2017 was the inflated expectations.

Customer Service 95

Customer Service Virtual Agent 2017 Call Center 95

ShepHyken

DECEMBER 8, 2017

This shift will provide an opportunity to engage with the customer, gain useful insight and build brand loyalty. Chatbots which work like virtual agents can solve basic query and transfer a call to ‘live agents’ in case of escalation. But how do we make this transition? A good CRM tool can also be put in place.

Contact Center 45

Contact Center Customer Engagement Blog Engagement 45

Interactions

OCTOBER 3, 2019

That’s where Intelligent Virtual Assistants (IVA), also called Intelligent Virtual Agents come in. Because an IVA handles a far greater number of interactions than a human, they have a greater pool of knowledge to learn and develop insights from.

Virtual Agent 78

Virtual Agent Call Center Interaction Technology 78

CSM Magazine

APRIL 1, 2022

The new Sabio connector solution enables businesses to use the programmability of Twilio Flex to optimise their customer and agent experience, with conversational virtual agents powered-by Google Cloud’s Dialogflow CX , Agent Assist , and CCAI insights. ” About Sabio.

Virtual Agent 52

Virtual Agent Contact Center Technology Interaction 52

Interactions

APRIL 14, 2021

From consumer lending to debt collection, machine learning is increasing the profitability of managing receivables, through streamlined services and data-driven insights that maximize returns on investment, while simultaneously improving customer experience. And that’s why I want to share my insights with you today.

Virtual Agent 90

Virtual Agent Call Center Return on Investment Financial 90

Interactions

JUNE 3, 2021

An example of automation directly supporting customers is with virtual agents. On the other hand, automation can support customers indirectly by helping agents do their job more efficiently. So, how much do customers want to interact with a human agent versus a virtual agent?

Virtual Agent 62

Virtual Agent Customer Service Strategies Interaction Information 62

Forrester's Customer Insights

JULY 30, 2020

By 2030, banking will be invisible, connected, insights-driven, and purposeful. Leading banks are pivoting and rebooting their strategy — capitalizing on the pace of change and innovation and setting their course for the next decade.

Banking 50

Banking Connections 2030 Insights 50

Comm100

DECEMBER 16, 2024

Heres a quick breakdown of how key AI-driven features are revolutionizing customer support processes: Feature How It Works Impact on Customer Service AI chatbots AI-powered virtual agents go beyond basic chat interfaces. It allows them to get more done without impacting support quality.

Customer Service 52

Customer Service 2025 Demo Social Media 52

Tricia Morris

MAY 18, 2015

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. While the voice of the customer may be heard less often over the phone, it is clearly stating a growing preference for digital engagement.

Contact Center 76

Contact Center Customer Service 2015 Virtual Agent 76

CSM Magazine

SEPTEMBER 25, 2023

Targeted at organisations venturing into AI within their customer service departments, the event was an amalgamation of insights, experiences, and future predictions. The ‘Virtual Agent of the Future’: Kevin McGachy, Sabio’s Head of AI Solutions, painted a vivid picture of how Generative AI can reshape the Customer Journey.

Virtual Agent 59

Virtual Agent Customer Service Events Innovation 59

TechSee

AUGUST 14, 2018

They offer insights and proposed courses of action to decision-makers based on problem diagnosis, previous actions taken, the outcomes of those actions and other relevant contextual info. In customer service, it helps the IDSS see the problem, as a virtual agent.

Contact Center 95

Contact Center Average Handle Time Virtual Agent Call Center 95

VDS

MAY 21, 2024

Chatbots, virtual agents, and automation can manage simple queries, process transactions, and provide instant responses 24/7. Key AI technologies include: Virtual Agents: These AI-powered assistants handle customer queries without human intervention.

Interaction 52

Interaction Customer Service Virtual Agent Contact Center 52

Tricia Morris

OCTOBER 28, 2015

They also give assisted service agents key insights into what the customer has already tried through self-service (for example, self-service articles viewed) so that the customer does not have to convey or repeat their previous experience to achieve resolution. Using IVR, video, crowdservice and virtual agents for self-service. •

2016 83

2016 Virtual Agent ROI 2015 83

CSM Magazine

NOVEMBER 3, 2022

Despite a minority (28%) of customer experience leaders deploying virtual agents, they recognize the benefits of this human-centric approach to the contact center experience. These leaders report looking to virtual agents to not only improve their business outcomes but to create a more emotional connection with customers.

Telecommunications 52

Telecommunications Virtual Agent Contact Center Customer Experience 52

NICE inContact

SEPTEMBER 11, 2018

Collecting a diverse range of data and gleaning cohesive insights to meet customer needs better proved to be a significant challenge. Some have turned to AI to power virtual agents, chatbots and other self-service channels. When TechStyle opted for a unified cloud platform, the walls between the teams were broken.

Contact Center 48

Contact Center Virtual Agent Net Promoter Score Fashion 48

TechSee

NOVEMBER 19, 2019

These platforms are the channels of the future but in many cases, they will be built on existing IVR flows, using the customer journey insights gathered over many years. Customers can now use text, voice and images to help a virtual agent understand their problems. Conversational IVR transition challenges.

Insurance 19

Insurance Customer Journey Virtual Agent Leadership 19

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.

Insights 37

Insights Omnichannel Technology Virtual Agent 37

eGain Blogs

FEBRUARY 9, 2025

Gartner has underscored this point, predicting that by 2025, 100% of virtual customer assistant and virtual agent assistant projects that lack integration with modern knowledge management systems will fail to meet their customer experience and operational cost-reduction goals. The solution?

Customer Service 40

Customer Service Competitive Advantage Multi-Channel Virtual Agent 40

UJET

SEPTEMBER 15, 2020

In theory, these tools are integrated through APIs so they can share data to provide deeper reporting insights, but UJET’s State of the Customer Experience Trend Report revealed that, of the over 290 senior-level contact center professional respondents, 54% of respondents said there were some silos and 30% said there were lots of silos.

Customer Experience 78

Customer Experience Contact Center Omnichannel Virtual Agent 78

NICE inContact

SEPTEMBER 17, 2019

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. Access this webinar: From Brick & Mortar to Digital Superhero: DSW’s Journey to AI-Powered Virtual Agents.

Virtual Agent 55

Virtual Agent Customer Experience Average Handle Time Omnichannel 55

Talkdesk

APRIL 23, 2020

All of these contextual insights are made available to the agent in real-time, to improve the efficiency and effectiveness of each customer interaction. To do this, NLP automatically transcribes the conversations, analyzes the content and takes a general impression of the customer.

Contact Center 52

Contact Center Virtual Agent Competitive Advantage Innovation 52