AI, Chatbots and Virtual Agents: The Threat to Mankind and the Contact Center
Academic and industry experts are warning about the dangers of AI – predicting everything from a huge loss of jobs to the end of the human race. But what does this really mean for mankind and the contact center? This whitepaper discusses the warnings about AI, the inflated expectations for chatbots created by unrealistic promises in the marketplace, and the reality of using these technologies in the contact center and for automated self-service.
AI, Chatbots & Live Chat: Separating Truth from Myth
When it comes to incorporating artificial intelligence, chatbots, virtual agents and live chat into their customer support strategy, organizations need to make decisions based on realistic expectations. But with so much media hype and over-promising from some industry vendors, it can be a challenge to separate the truth from the myth. Watch this webinar on-demand for a realistic look at machine learning, chatbots and live chat in the customer experience space.
[Contact Center Guide]
The Future of the Contact Center: The Transitioning Role of Agents to Knowledge Experts
Technology is altering the way customers engage with brands and increasing their demands for instant 24/7 customer service. The traditional model for call centers and contact centers is no longer providing the experience customers are coming to expect. This guide discusses the changes contact centers are facing and how live agents taking on the role of knowledge experts benefits organizations, customers and the agents.
Chatbots, Virtual Agents and Your Contact Center
Media hype and over-promising from some industry vendors have created unrealistic expectations for AI chatbots, whilst at the same time industry analysts are predicting significant increases in chatbots and virtual agents in the customer service space. Watch this webinar on-demand for live demonstrations showcasing how forward-thinking companies are leveraging this technology to improve customer satisfaction, increase sales and reduce support costs.
Virtual Agents and Chatbots and Avatars – confusing or what!
Confused about whether you need a chatbot or a virtual agent or a virtual customer assistant? There have been lots of different names given to automated conversational systems over the years which has created confusion within the customer service space. This whitepaper explores the names and terminology, the technology behind chatbots and how to select a tool that’s right for your company and your customers.
Choosing a Virtual Agent Solution for Instant Messaging Platforms and SMS
The increasing popularity of messaging platforms, SMS, chatbots and other social communications is impacting the way we want to communicate with brands, opening up new opportunities for organisations to engage customers on platforms such as Facebook Messenger and WeChat. Here are five essential questions to ask when choosing a virtual agent solution for customer self-service on instant messaging platforms and SMS.
Creative Virtual V-Person: Delivering Personalised Answers to Customers’ Questions
The Patricia Seybold Group, a strategic advisory service for customer-centric executives, evaluated our V-Person technology for a second time against a rigorous set of customer-focused criteria important to organisations that want to improve customer experience, increase brand loyalty and reduce customer support costs in this independent analyst report.
Combining the Virtual and the Real for Customer Engagement Success
Personalized, consistent and accurate engagement anytime, anywhere – customers expect it and are left disappointed when organizations fail to deliver it. With customer experience being a key factor in purchasing decisions, smart companies are turning to the combination of virtual and real support to successfully provide omnichannel engagement. Watch this webinar on-demand to learn how companies are using the combination of virtual agents and live to improve customer satisfaction, build brand loyalty and increase sales.