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What is NLP? Natural language processing (NLP) is a subfield of artificial intelligence (AI) based on the interactions between computers and humans. NLP enables machines to understand, interpret, and generate human language in a way that mimics human communication via a chatbot or something similar. NLP technologies have been around for decades, but advances in …

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Utility companies are increasingly incorporating conversational AI into their contact centers. The benefits, ranging from better customer service to improved customer safety, are reason enough to implement this technology, but the bottom line is—if your utility company wants to stay competitive in this customer-driven industry, conversational AI can help. Below, we’re going to take a …

How Utility Companies Use Conversational AI Read More »

Nine Things To Look For In IVR Payment Systems The easier your customers can solve their problems, get information or make payments with a self-service solution, the happier they will be. Self-service support and call centers rely on IVR technology to expand and automate their operations. So what should you be looking for when you …

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When conversational artificial intelligence (AI) is implemented properly, it can recognize a user’s text and/or speech, understand their intent and react in a way that imitates human conversation. This intuitive technology enhances customer experiences by letting intent drive the communication naturally. Conversational AI improves your customer experience, makes your support far more efficient and allows …

What is a Key Differentiator of Conversational AI? Read More »

Whether a person visits a website or contacts a call center, a virtual agent can be used for customer support, lead generation, payment processing, account updates or information gathering. How does a virtual agent work? Virtual agents use AI to enhance a conversation and make it more natural. With a high-quality virtual agent, the customer …

Most Common Types of Virtual Agents and How They’re Used Read More »

Did you know that 80% of consumers have changed brands because of a poor customer experience, and nearly half will switch brands after just one negative customer interaction? At a time when consumer loyalty can flip with the click of a button, it’s never been more important to optimize your contact center metrics — particularly …

First Call Resolution 101: The Ultimate Guide Read More »

Use Cases In an industry as huge as healthcare, it’s no surprise that organizations rely heavily on their contact centers. And, even more than in other industries, callers typically need resolutions as fast as humanly possible. Or should I say… as fast as virtually possible. That’s where conversational AI can come in.  The first question that will come …

Examples of Conversational AI in Healthcare Read More »

Intelligent virtual agents (IVAs) are increasingly being used across teams to unlock hidden efficiency as well as deliver improved customer satisfaction and maintain security so you know your company’s data is safe. Utilizing artificial intelligence and natural language processing, virtual voice agents converse with customers for a seamless, hands-free experience. This combination of technologies, known …

How To Increase Efficiency With Digital Workforces Read More »

If you have had any recent experience with a call or contact center, you may have heard the term Intelligent Virtual Agent, or IVA for short. Intelligent Virtual Agents (IVAs) recreate the voice and chat capabilities that a live human agent has, but they do it in a more cost-efficient and consistent manner. IVA creates …

Intelligent Virtual Agents 101: The Basics Read More »