A virtual agent is an AI-based software program that interacts with humans in a similar way to live agents. Virtual agents (also called virtual or voice assistants) can provide services and…
If you’re at the stage of picking virtual agent software, you probably already know the benefits of adding them to your customer service team. But how do you find a provider that is the right…
The holiday season has never been easy on customer service teams, with call volume being even 65% higher than usual. This year the holiday shopping experience falls under the shadows of a…
Automation has a bad reputation, especially in the context of customer interactions. Many say that a company can’t provide a memorable customer experience without “the human touch.” The thing…
We’ve noticed that there aren’t many articles that describe how the process of implementing AI voice assistants looks like in detail. We decided to start a series that will dispel any doubts…
Over the years there have been many attempts to reduce call center costs with the help of automation. Unfortunately, they’ve been mostly unsuccessful. IVRs that made customers furious even…