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 […]
Artificial Intelligence is what makes automating voice conversations possible. Companies such as Google and Amazon are continually bringing new iterations of conversational AI technology into the mainstream and integrating different applications of machine learning into our everyday lives. Asking Alexa to play your favorite podcast and have her quickly play it for you is made possible […]
Agent attrition. These two words are enough to make any call center manager cringe these days. While historically, the rate of agent attrition averages between 35% to 40%, that number has risen dramatically in part due to the ongoing pandemic and the Great Resignation. These days, new hire turnover is sometimes higher than 90% in […]
Software as a Service and Managed Software as a Service have their similarities, and that likeness is evident in their names. Yet the difference isn’t as simple as the additional word of “managed.” Their distinctions go beyond that and change the true meaning of each service. What is Software as a Service (SaaS)? Software as […]
Whether you’re calling it the ‘Great Resignation’, ‘Great Reshuffle’, ‘Great Recognition’, ‘Great Reprioritization’, ‘Great Contemplation’, (the list really does go on and on), one thing is certain — workers are quitting their jobs for an array of reasons: burnout, better opportunities, unhappiness & lack of fulfillment, poor pay, among others. NOTE: This blog post was […]
Customer experience has been on a path of transformation since the days of “Press 1 for…” Then came “You can say things like… pay my loan, check my balance, or transfer funds,” which became the new way to start a customer service conversation through traditional speech IVRs around 2016. During that time, customers had to […]
As humans in a modern world surrounded by technological advancements, we have our fair share of frustrations. When it comes to conversing with artificial intelligence, we tend to mold our replies in a way that allows a voice bot or chatbot the ability to interpret what we mean while sacrificing the way we would typically […]
We’ve all been there. We want something done, and we have faith in ourselves to execute the task well enough, if not better than someone qualified to do it. There are many different reasons for our DIY urges: • to save money• to have more control• because we feel capable• because we crave that personal satisfaction from doing something […]
Intelligent virtual agents are zeros and ones that make up a human’s approach to simulate humanity as best as possible. That’s the simplest way to describe them to any time traveler from an age before 1956 who lands in 2021 and is trying to figure out what kind of accent they hear on the other […]
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.
Request a demo and hear call samples from your industry!
You can view our privacy policy here.