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Meet the new generation of virtual assistants: Learn and grow smarter, Part I - Nuance - ContactCenterWorld.com Blog

Meet the new generation of virtual assistants: Learn and grow smarter, Part I

What do consumers want out of the customer experience? According to eMarketer, technology drives up consumer expectations, as customers increasingly expect fast, consistent and reliable experiences across all devices. They expect your brand to be all-knowing and always-available when it comes to serving them.

But customers get frustrated with technology when they can’t find the answers they want in a timely manner. Virtual assistants can be a fantastic solution to this problem, but not all are created equal.

 

....NOTE - content continues below this message

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Addressing the need for capable customer service virtual assistants

In both the consumer and enterprise space, the word “chatbot” is becoming a buzzword. Though often used interchangeably with “virtual assistant,” the two terms are different, in that a virtual assistant is more humanlike, contextually aware, and consistent across channels. But at a base level, both terms describe a conversational interface designed to help customers solve problems.

Consumer expectations for this type of technology are high, with AYTM data showing that 73% of consumers agree that interacting with an automated system that they could converse with would significantly improve their experience. The problem is, much of the chatbot technology on the market is simply missing the mark. Further AYTM surveys seeking to understand current consumer perceptions of chatbots have revealed that fewer than one in three (30%) consumers today are confident in a chatbot’s ability to successfully help them when it comes to customer service. For instance, the majority of consumers (71%) who are using chatbots today are primarily searching for news or information, playing music, or playing games. But few consumers are confident in a chatbot’s ability to assist with more complex and domain-specific activities.

Closing the gap between what customers want and what they get

So how can brands close the gap between customer expectations and customer experience? By increasing a virtual assistant’s confidence. When deploying a virtual assistant, brands often start from scratch, meaning the virtual assistant isn’t even able to understand questions at first. Over time, the more someone interacts with the virtual assistant, the smarter it gets, thereby increasing its confidence.

But why start with a virtual assistant from scratch? Wouldn’t you rather start with one that already understands consumer questions?

The beginning of a virtual assistant’s journey to optimization

The ideal virtual assistant would be designed with pre-loaded, industry and business-specific knowledge and expertise. It would leverage past experiences to deliver answers with a wide range of knowledge upon deployment. Your company would be able to start with a virtual assistant that can understand customers’ questions, and then you could personalize its answers. This ready-made virtual assistant would be available faster versus 90 days of set-up and training.

With this kind of virtual assistant, businesses would be able to give customers the self-service experience they expect with efficiency and accuracy, and receive a faster ROI. A virtual assistant that can quickly and accurately respond to questions with understanding of the customer’s intent from the get-go – that’s what both enterprises and their customers want.

The rest of the story…

OK, so companies should start with a virtual assistant that comes with a preset library of knowledge on which to build more customer answers. Check. It should also have an innate understanding of customer intent. Check. What’s the next step in “educating” a virtual assistant to be smarter and smarter? Stay tuned for future installments of Learn and grow smarter!

In the meantime, you can find at Nuance just such a virtual assistant that is designed with business and industry-specific knowledge to get you started with quick and accurate responses to your customer’s common questions. Learn about Nuance virtual assistant, Nina.

Source: http://whatsnext.nuance.com/customer-experience/virtual-assistant-learn-and-grow-smarter/

Publish Date: June 20, 2017 5:00 AM


2020 Buyers Guide Remote Agent Solutions

 
1.) 
3Fiftynine

Branches
Making sure agents can work remotely isn’t a problem with Branches. The system shows accurate information, real-time. No fear of missing out on important updates anymore.

2.) 
Amtelco

Web Agent
Our Web Agent application is a web browser-based telephone agent interface for the Genesis Intelligent Series (IS) call center platform. The Genesis Web Agent application makes any personal computer a professional telephone agent station.

3.) 
Centrical

Centrical Business Continuity & Remote Work Solutions
Centrical Solutions Help Sustain Business Continuity,
Keep Employees Engaged and Connected During COVID-19
In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to

Keep calm and keep working remotely.

We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you:

Reduce anxiety and isolation
The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica...
(read more)
PH: +1 800 538 4263 (US) or +44 20 3318 6424 (UK)

4.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

5.) 
Consilium Software

Consilium UniAgent™ Mobile
As we enter the next stage of the global pandemic, Contact Centers are faced with a new set of challenges to enable their Agents to Work-from-Home without impacting Customer Experience (CX). UniAgent™ Mobile is the ideal solution to enable Work-from-Home Agents using Tablets or Smartphones or PC without any VPN. UniAgent™ Mobile is compatible with Cisco CCE, CCX, PCCE and HCS-CC contact centers (both bridged and nailed connection). UniAgent™ Mobile is available as On-Premises or Cloud Solution which can be hosted in the Private Cloud, or on the Public Cloud (AWS, Microsoft Azure, Google Cloud Platform, etc.). UniAgent™ Mobile can be deployed in conjunction with Cisco Unified Mobile Agent (CU...
(read more)
PH: (+61) 406 501 368

6.) 
Dalbar Inc.

CXA iCoach
As a leading expert in contact center business practices, DALBAR recognizes the challenge of consistently delivering exceptional customer experiences with the sudden shift to remote teams. Our self-evaluation and coaching solution for remote representatives and virtual contact centers will let you meet these challenges head on. DALBAR's CXA iCoach solution, combines our proprietary criteria and over 40 years of industry research. It allows Contact Center Managers and Quality Teams to continue to improve and provide a better customer experience even when they aren't at a physical location.
PH: 617-723-6400

7.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

8.) 
MattsenKumar LLC

Virtual Contact Center Solutions
Our virtual contact center services help our clients to run their customer support processes (phone, chat, and email) remotely. Our well trained remote agents can help them deliver the best experience for their customers irrespective of the channels. With our data security measures, engaged workforce, and the right reporting tools, our clients are guaranteed with a satisfied customer base.
PH: +91 99026 10044

9.) 
MFE International

Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.

10.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158

11.) 
Vads

VADS Indonesia Remote Agent Solutions helps your company with various features that can make it easier for you and your company to stay productive, can be accessed anywhere because it uses cloud-based licenses so that it can help you and your business activities run smoothly.The features that keep your company activities running and productive.
PH: 0217991445
 



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