Virtual voice agents can be a blessing or a curse for your customers. Done right, they provide a rich, natural, personalized experience that soothes frazzled nerves and either swiftly provides a relevant automated answer or directs them to a live agent who can help. When it’s done wrong, callers are forced to endure labyrinthian menu […]
When used in business, conversational artificial intelligence (AI) supports overall call center operations by providing self-service options, 24/7 availability, and real-time data and analytics – while lowering costs and increasing profits. Plus, it’s infinitely scalable. For contact center supervisors, the question isn’t whether to implement conversational AI – the benefits are obvious. The question is […]
In today’s rapidly evolving customer service landscape, businesses face a multitude of choices when it comes to interacting with their customers. The advent of digital communication channels such as chat, email, and social media has provided convenient alternatives for customer inquiries. However, amid this myriad of options, the voice channel remains a powerful yet often […]
When it comes to customer service, most people believe that good customer service means receiving timely assistance to resolve any issues that may arise with a product or service. However, there is a deeper definition of customer service that many people fail to consider, and that is the overall customer experience. To understand this better, […]
Why are contact centers waiting to implement AI? The challenge of delivering efficient and effective support while maintaining high customer satisfaction levels is a pressure most contact center managers understand. What is preventing you from introducing automation into your contact center? In this blog, I will help you overcome these concerns and familiarize you with […]
Expectations from customers to be available 24/7 on a variety of channels from voice to social media have driven communication with businesses to evolve beyond traditional interactions. Conversational AI has emerged as the bridge, enabling human-like conversations to help drive and solve customer queries. Today, conversational AI is everywhere. With lots of coverage and information […]
Conversational AI represents the future of voice assistants. Don’t believe us? Just ask The New York Times. In a March 15, 2023 article – “How Siri, Alexa and Google Assistant Lost the A.I. Race” – Times reporters Brian Chen, Nico Grant, and Karen Wise very effectively described the modern marketplace for voice assistants and where it’s […]
After several years of steady growth, 2023 marks the year when the global conversational AI (CAI) market should really take off. Analysts expect CAI adoption to expand more than 22% this year alone, with longer term growth likely to exceed $14 billion by 2025. What are the key drivers of this explosive growth in the […]
When it comes to customer service, businesses have a variety of tools at their disposal to make the process as smooth and efficient as possible. Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). Each option has a role in customer service depending on what parts of the customer experience businesses […]
Conversational chatbots are one of the top market disruptors in call center automation. Beginning in 2017, the use of chat bots in call centers grew in popularity and became widely utilized. However, in recent years their use has declined as businesses have learned how difficult it is to properly maintain a chatbot that actually helps customers to accomplish their goals. Learning through trial and […]
Most contact centers have an over-reliance on live agents for even the most repetitive and rudimentary calls and chats. With cloud-based virtual agents, you can automate conversations your live agents are handling today without sacrificing an ounce of CX.
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