InMoment XI
JANUARY 16, 2024
Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. What is Contact Center AI? How Does Contact Center AI Work? Will Contact Center AI Replace Call Center Agents? The simple answer is no.
Solvvy
NOVEMBER 30, 2022
I’m pleased to share the first result of our shared vision, which centers around rapid innovation and a total focus on delivering happiness. Zoom Virtual Agent , an intelligent conversational AI chatbot solution, uses natural language processing and machine learning to accurately understand and painlessly resolve issues for customers.
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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.
Talkdesk
SEPTEMBER 16, 2020
Self-service is a hot topic in the call center industry. 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.
Speaker: Gary Davis, SmartAction CEO
Understanding the work involved before and after you deploy a virtual agent makes all the difference between a poor customer experience and one that’s on par with your best live agent. What happens after go-live, and how to monitor, fine-tune, and train your virtual agent.
Upstream Works
JUNE 9, 2022
The contact center was even more complicated. The contact center agent’s life was not easy, and we saw it just getting more and more complicated. UpStart was designed with one thing in mind – to simplify the life of the contact center agent.
UJET
DECEMBER 10, 2020
Contact centers have more in common with sports teams than you might think. 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.
Speaker: Brian Morin & Helena Chen from SmartAction
Enter a conversational AI solution for your contact center. AI virtual agents can help resolve a lot of routine and repetitive interactions, but not all are created equal. Self-service is on the rise. More and more customers are looking to solve their own issues without human intervention.
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What does the contact center of the future look like? Depending on the customer base, you may have 40% of your chat, SMS, and email answered by a chatbot, 30% of voice calls answered by a virtual agent or voice bot, and only 30% actually answered by a human.
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.
Speaker: Brian Morin, Helena Chen, and Sofia Burton from SmartAction
The latest trend in the contact center has CX leaders worried -- across industries, there is a massive shortage of workers. Key takeaways: Why there’s a shortage of call center agents during a time of relatively high unemployment. How to mitigate the impact of an understaffed contact center with conversational AI.
Speaker: Sofia Burton & Tiffany O'Malley from SmartAction
Contact center leaders have faced an onslaught of burdens exacerbated by the pandemic. Agent attrition has always been a huge problem, but now the difficulties of the worker shortage make securing live agents for call centers highly competitive. Determining which calls are best for automation.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
Adapting to a post-COVID world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Also joining is SmartAction, who manages the AI-powered CX for more than 100 brands.
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