West Monroe

JULY 24, 2017

Contact centers will continue to get smaller and smarter as self-service, automated engagement, and digital operations mature. It leads an intelligent conversation with customers and responds to questions. Virtual Agents get smarter over time, and free up time for live agents to handle more difficult and emotional issues.

Virtual Agent 53

Virtual Agent Contact Center Technology Social Media 53

TechSee

MARCH 7, 2022

AI-powered tools and software provide multiple touchpoints with the customer, breaking the mold of traditional customer service methods and enabling customers to choose their communication platform for proactive solutions. Conversational Platforms.

2025 109

2025 Customer Service Representative Customer Service Strategies Virtual Agent 109

CSM Magazine

DECEMBER 14, 2021

Rather than waiting for a customer service representative to answer the phone or react to an email, AI-enabled chatbots and virtual agents are constantly accessible and can respond to consumer enquiries in minutes, if not seconds. Much More Proactive Service. Faster Response Times.

2022 52

2022 Virtual Agent Customer Service Customer Service Representative 52

Interactions

SEPTEMBER 30, 2021

If at any time the conversation needs to be transferred to a customer service representative, the entire context of the patient’s conversation moves with the patient so the agent can easily pick up and continue to resolve the issue in an efficient manner. Improve Agent Productivity & Engagement.

Healthcare 62

Healthcare Virtual Agent Omnichannel Customer Service Representative 62

TechSee

FEBRUARY 20, 2018

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. Is it cost reduction?

Virtual Agent 132

Virtual Agent Contact Center Return on Investment Competitive Advantage 132

CSM Magazine

AUGUST 19, 2016

Monitor and Measure: Live chat can show you where customers need to get help in the purchasing journey. It delivers intelligence to better understand customers’ journeys so the right service is provided at the right place and time. which can be used to assess and adapt how future interactions are handled. About the Author.

Customer Engagement 53

Customer Engagement Engagement Multi-Channel Virtual Agent 53

Tricia Morris

OCTOBER 28, 2015

Not only does an effective self-service offering satisfy the customer, but it also benefits brands through deflection of frequently asked questions, lowering costs and giving customer service representatives more time to spend with customers needing assisted service for more complex questions and issues.

2016 83

2016 Virtual Agent ROI 2015 83