Tag Archives | AI

The Next Act: The AI-Enabled Contact Center In 2005, 13 years ago, I published the book The Real-Time Contact Center. My goal in sharing the concepts in this book was to provide a technical and operational framework for anyone who uses this “delivery and service” vehicle for customer assistance or sales. The idea behind the [...]

Applications that Improve the Customer Journey

By DMG Consulting on August 10, 2018 in Bots, Customer Support Applications, Intelligent Virtual Agents, Intelligent Virtual Agents, Newsletter, Technology, Trends, Voice Biometrics, Web Based Self Service

Applications that Improve the Customer Journey Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). Voice biometrics is another high-tech solution that is going mainstream; a leading bank’s recent ad campaign [...]

AI and Automation is the Path to the Future for Contact Centers (whitepaper)

IVAs Can Remake the Self-Service Landscape

By DMG Consulting on February 15, 2018 in Artificial Intelligence, Intelligent Virtual Agents, Posts, Technology

Scouting Report: Speech Analytics Enters Its Next Act — Maturity

By DMG Consulting on January 2, 2018 in Analytics-Enabled QA, Artificial Intelligence, DMG in the News, Posts, Quality Management/Liability Recording, Speech Analytics, Technology

AI: On the Right Path but Not Yet Real

By Chris Detmer on December 7, 2017 in Analytics, Artificial Intelligence, Posts, Technology

Scouting Report: Robots Are in Your Contact Center’s Future

By Chris Detmer on November 2, 2017 in Desktop Analytics [Contact Center], Posts, Robotic Process Automation, Technology

The 3 Contact Center Applications That Pay for Themselves

By Chris Detmer on October 5, 2017 in Bots, Customer Support Applications, DMG in the News, Intelligent Virtual Agents, Posts, Return on Investment (ROI) [Contact Center], Technology, Trends, Voice Biometrics, Web Based Self Service

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These 8 Technologies Are Transforming the Contact Center

By DMG Consulting on August 18, 2017 in Automatic Call Distributors (ACDs), Cloud-Based Contact Center, Customer Journey, Customer Support Applications, Dialing, DMG in the News, Intelligent Virtual Agents, Knowledge Management, Mobility, Posts, Speech Analytics, Technology, Voice Biometrics

The AI Revolution in Customer Service

By DMG Consulting on January 2, 2017 in Publications

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