Virtual Agent Related Topics 
eglobalis
MARCH 24, 2025
Introduction: AI-driven virtual agents, including chatbots and voice assistants, are increasingly integral to customer service operations. link] Genesys Virtual Agents: Breaking Free from the Limits of Traditional Chatbots. link] NICE Ltd. Top Benefits and Challenges of Call Center AI Automation.
eglobalis
MARCH 18, 2025
[link] Optimizing AI Agent Experiences: Leading Providers, Gaps, and Human Support Strategies [link] B2B CX Strategy & Business Alignment [link] A bout escalation strategies and flows for advanced AI agents [link] When to Escalate from AI to Human Agents: Best Practices [link] 8 best practices for customer escalation management [link] Escalation (..)
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eglobalis
MARCH 4, 2025
Notable examples include: NICE CXone (Enlighten AI): NICE integrates AI across its cloud contact center platform, with Enlighten AI analyzing customer interactions to automate inquiries and guide agents in real time. The integration of Generative AI allows virtual agents to handle nuanced queries with natural, contextual responses.
Talkdesk
SEPTEMBER 16, 2020
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. Additionally, virtual agents can provide sustainable 24/7 support for many contact centers.
Speaker: Sofia Burton & Tiffany O'Malley from SmartAction
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. Virtual agents are an expansion of your best live agent — and they can cut operating costs on average of 66%. Demonstrating those best use cases.
TechSee
FEBRUARY 20, 2018
Here are the steps to get started: Build the virtual agent around a single strategic objective. Focus on the business priorities and develop the virtual agent’s capabilities to support this objective. Prioritize high-volume, common customer questions. Is it cost reduction?
TechSee
SEPTEMBER 27, 2023
Sophie AI is a blend of advanced technologies including Generative AI , LLM, Computer Vision AI, Augmented Reality, and voice and sentiment analysis packaged into a virtual agent that can see, hear, talk, understand, guide, and instruct both customers and agents.
Speaker: Brian Morin & Helena Chen from SmartAction
AI virtual agents can help resolve a lot of routine and repetitive interactions, but not all are created equal. Some customer service interactions require a human —but just because some calls must be transferred to a live agent doesn’t mean they can’t all begin with AI. Self-service is on the rise.
Speaker: Brian Morin, CMO & Mark Landry, VP of Product at SmartAction
In a world where top businesses are always battling for the best technology, you have to ensure that your virtual agent's design is the best in the competition. How data + business logic keeps virtual agents in their "swim lane". But how do you do this? Schematics of successful interactions.
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, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
Why the performance of TechStyle's virtual agents rivals that of live agents. You will learn: What factors went into TechStyle's first decision between tackling internally or outsourcing to a partner. How TechStyle saved $1.1M in their first year afterwards.
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.
Speaker: Brian Morin, Helena Chen, and David Parsons from SmartAction
How to modernize the self-service experience with an AI virtual agent that resolves issues conversationally. What use cases are ideal for automation -- and what’s difficult for most virtual agents to get right. You’ll learn: The latest in self-service deployments over voice & chat through live demonstrations.
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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. An Al solution with only the highly technical or difficult calls coming to a human agent is what your organization needs.
Speaker: Brian Morin, Helena Chen, and Sofia Burton from SmartAction
Key takeaways: Why there’s a shortage of call center agents during a time of relatively high unemployment. How the maturation of conversational AI tools enables virtual agents to perform on par with live agents.and more! How to mitigate the impact of an understaffed contact center with conversational AI.
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