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?

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VDS

MAY 21, 2024

To meet today’s high customer expectations, businesses are increasingly turning to a blend of AI technology and human interaction. Chatbots, virtual agents, and automation can manage simple queries, process transactions, and provide instant responses 24/7. However, it’s important to strike the right balance.

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Interaction Customer Service Virtual Agent Contact Center 52

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.

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Virtual Agent Customer Service Multi-Channel Contact Center 98

TechSee

MARCH 7, 2022

Reducing the burden of call volume for simple, repetitive tasks gives agents more time to resolve complex customer issues. AI-powered customer service solutions are cost-saving and drive higher ROI as customers have come to expect and rely on accessible 24/7 digital support. Employee Experience. Conversational Platforms.

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TechSee

NOVEMBER 19, 2019

Interactive voice response (IVR) allows a company’s computer system to engage with customers through voice and touch-tone telephone keypads. According to Gartner, by 2025, 30% of major enterprises will be utilizing conversational platforms for both customer service interactions and to improve employee effectiveness.

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Insurance Customer Journey Virtual Agent Leadership 19

Bold360

NOVEMBER 30, 2016

Chat bots, for those of you who have heard the term and have a general idea of what it means but don’t yet have an in-depth understanding, can be described as a mini-app or a program that runs within another messaging system used by a company to interact with customers on the web. How will a chat bot impact the customer interaction?

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Definition ROI White Paper 2016 104

eGain Blogs

FEBRUARY 9, 2025

This is why leading knowledge management solutions often deliver a 4X to 8X ROI in just 12 months. A best-of-breed AI-powered knowledge management system that can: Analyze customer interactions to identify pain points and knowledge gaps. By buying rather than building, companies can: Realize immediate ROI. The solution?

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Lumoa

JUNE 23, 2021

While these solutions will have the same ambition, CCaaS will focus on managing customer interactions intelligently by connecting to cloud-based applications that are chargeable on a monthly basis. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots.

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CSM Magazine

JUNE 16, 2023

These digital solutions herald a new epoch of personalized interactions, seamless support, and unparalleled efficiency. AI-powered customer service: taking interactions to the next level AI and customer service is an exciting topic. It closes the divide between people and machines, transforming interactions.

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Think Customers

MAY 3, 2021

Chat is a dedicated interaction session that pops up on a brand’s website and/or mobile app. In most cases it’s an artificially intelligent virtual agent that greets you in the corner of the screen with the option to continue the conversation with the AI or transfer to an agent. What is chat? What is messaging?

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Virtual Agent Healthcare Omnichannel ROI 52

Talkdesk

MARCH 24, 2020

As mentioned in my previous blog, the way customers prefer to interact with the companies they do business with has drastically changed. When customers initiate a live interaction from a self-service session, your contact center agents benefit from the same knowledge base content your customers rely on.

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Net Promoter Score Average Handle Time Contact Center Virtual Agent 57

Playvox

JANUARY 13, 2022

Artificial intelligence is also enabling new technologies including smart virtual agents that facilitate self-service and tools that measure customer sentiment in real time. Did you know some CRM systems have capabilities to route voice and digital interactions? Barriers to adopting AI-enabled solutions will continue to fall.

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Contact Center 2022 Omnichannel Employee Experience 79

CSM Magazine

JUNE 11, 2019

Today’s customer journey seamlessly moves between the channels; be that social, email, SMS text, or web chat, agents should have a one-stop-shop for all of their customer interactions in order to provide fast, and accurate resolutions first time, across an all-in-one interaction management platform. Empowered agents through AI.

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Social Media Virtual Agent 2019 ROI 40

InteractionMetrics

MARCH 20, 2025

That’s why at Interaction Metrics, we help companies cut through the noise and make meaningful improvements in the customer experience. Think of great CX software as a truth-teller: it lets you spot friction in real time, personalize interactions, and turn existing customers into die-hard fans.

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