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

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

NICE inContact

JANUARY 16, 2019

Another cost-effective alternative exists – and it simply involves supplementing existing IVRs with AI-powered virtual agents with natural language capabilities. Instead of relying on agents to make a few calls at a time, hundreds of thousands of calls can be placed in minutes.

Contact Center 48

Contact Center ROI Virtual Agent Call Center 48

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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2025 Customer Service Representative Virtual Agent Customer Service Strategies 109

eGain Blogs

FEBRUARY 9, 2025

This is why leading knowledge management solutions often deliver a 4X to 8X ROI in just 12 months. By buying rather than building, companies can: Realize immediate ROI. These solutions reduce service requests and boost customer satisfaction. Simply layering AI over this chaos leads to the infamous garbage in, garbage out problem.

Customer Service 40

Customer Service Competitive Advantage Multi-Channel Virtual Agent 40

Tricia Morris

OCTOBER 28, 2015

————————————— Get Self-Service Strategy, Best Practices, Metrics and ROI Tips All in One Guide. Using IVR, video, crowdservice and virtual agents for self-service. • and how to measure ROI. . and how to measure ROI.

2016 83

2016 Virtual Agent ROI 2015 83

TechSee

NOVEMBER 19, 2019

Company leadership must determine which elements of their self-service strategy – including digital, web, voice and visual channels – should be prioritized in order to achieve the greatest ROI. Customers can now use text, voice and images to help a virtual agent understand their problems. Adding vision to the mix.

Insurance 19

Insurance Customer Journey Virtual Agent Leadership 19

Bold360

NOVEMBER 30, 2016

To project potential ROI, tie your business objectives to the necessary functionality to estimate the cost of implementation and ongoing management. Many businesses find that by narrowing chat bot functionality to their true business requirements, it’s possible to realize substantial ROI from chat bot implementation.

Definition 104

Definition ROI White Paper 2016 104

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

CSM Magazine

JUNE 16, 2023

IBM Watson Assistant IBM Watson Assistant is an advanced platform designed to deliver unparalleled virtual agent experiences. This enables virtual agents to offer accurate and precise answers, as well as gaining valuable knowledge from business documents and speeding up essential processes.

Customer Service 52

Customer Service Virtual Agent Omnichannel Multi-Channel 52

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. AI has already taken root in foundational contact center systems, from workforce management software, to smart routing, to conversional IVRs.

Contact Center 79

Contact Center 2022 Omnichannel Employee Experience 79

Think Customers

MAY 3, 2021

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. Alexa, what is the ROI of Voice and Chat Assistants? : Let’s explore their differences and how they can best assist users. What is chat?

Virtual Agent 52

Virtual Agent Healthcare Omnichannel ROI 52

Talkdesk

MARCH 24, 2020

Not limited to a specific interface, it leverages both traditional websites and conversational self-service tools like virtual agents , chatbots and employee or customer communities to make information as easily accessible as possible. Knowledge Base Administrators.

Net Promoter Score 57

Net Promoter Score Average Handle Time Contact Center Virtual Agent 57

Bold360

JANUARY 2, 2020

You can spend a lot of time and energy and really not see the ROI. Chatbots and virtual agents used to be kind of a standalone discussion. A virtual agent could sit in a contact center, for example. Now, though, we’re starting to see those virtual agents connect to other systems. Ryan Lester.

2019 45

2019 Virtual Agent Contact Center Connections 45

Lumoa

JUNE 23, 2021

These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots. Source: Deloitte IVR(s) are among the most powerful channels for generating the best ROI for deflecting inquiries to contact centers.

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Contact Center Omnichannel Social Media 2008 78

CSM Magazine

JUNE 11, 2019

Empowered agents through AI. By leveraging AI enabled solutions into their business models, businesses will observe immediate ROI through increased employee productivity.

Social Media 40

Social Media Virtual Agent 2019 ROI 40

Kayako

SEPTEMBER 17, 2015

This scenario also affected virtual agents, devaluing their ROI). Where pages with both a search box and FAQs, we saw a significant drop in search box searches usage. When there was a more prominent search box and fewer FAQs, people tended to search for their question before clicking the FAQs. FAQs will give you false positives.

Virtual Agent 109

Virtual Agent Article ROI Download 109

InteractionMetrics

MARCH 20, 2025

InMoment InMoment transforms unstructured, multi-channel feedback into quick, actionable insights, that slash ROI timelines down to about half the industry norm. Alida is praised for fast results, with clients often reporting positive ROI in 12 months or less. Contact NICE to get a custom quote for your exact needs.

2025 52

2025 Multi-Channel Contact Center Social Media 52

Gainsight

FEBRUARY 13, 2023

And truly driving adoption, which means ROI across the platform. We’ve also released a contact center platform this year, in addition to announcing Zoom Virtual Agent. And we’re hosting Zoom events and webinars, and obviously, drive more ROI from remote and hybrid events.

Customer Insights 52

Customer Insights Insights Innovation Customer Success 52