Showing search results for "Virtual Assistants"

  • Virtual Assistant Update

    Technologies, Products, Suppliers, Customers, Markets

    by Mitchell Kramer in Articles
    What's hot in customer service? Virtual Assistants extend customer self-service options by providing accurate answers to context-rich questions that customers have. Today's virtual agents are omni-channel: they can be accessed ...
    Jun. 23, 2017
    Technologies
  • Nuance Nina

    Virtual Assistants that Deliver Answers and Perform Actions

    by Mitchell Kramer in Articles
    Nina Mobile and Nina Web, the virtual assistant offerings from Nuance, can deliver personalized answers to customers’ questions and perform actions for individual customers in speech or text in 43 ...
    Nov. 21, 2015
    All Members
  • Next IT Alme, Version 2.2

    Virtual Assistants Deliver Personalized Service through Simple and Complex Interactions

    by Mitchell Kramer in Articles
    Customer service commonly involves complex, multi-step conversations with customers to frame questions, describe problems, or define the work that needs to be done. Alme, the virtual assistant app from Spokane, ...
    Jun. 24, 2015
    All Members
  • IBM Watson Engagement Advisor Update

    Virtual Assistants that Use Cognitive Technology to Think and Learn

    by Mitchell Kramer in Articles
    How does IBM Watson Engagement Advisor stack up in providing virtual assisted-service across customer service channels? Its innovative use of cognitive technology makes for virtual assistants that can answer many ...
    May. 22, 2015
    All Members
  • Oracle Service Cloud Virtual Assistant

    A Good Solution for Oracle Service Cloud Subscribers

    by Mitchell Kramer in Articles
    You really should consider adding a virtual assistant to your customer service application portfolio. Why? Because virtual assistant software can lower cost to serve by answering customers’ frequently asked questions ...
    Feb. 20, 2015
    All Members
  • Framework for Evaluating Customer Service Software

    Delivering Answers and Solutions; Creating and Resolving Cases

    by Mitchell Kramer in Articles
    This Framework for Evaluating Customer Service Software Products was updated in October, 2014. It’s adaptable to every type of customer service application. Customer Service Best Fit and Customer Service Technologies ...
    Oct. 15, 2014
    All Members
  • IBM Watson Engagement Advisor

    Addressing Customer Support Using Cognitive Technology

    by Mitchell Kramer in Articles
    Watson Engagement Advisor is a new, innovative, and visionary virtual assisted-service offering. Its implementation and use of cognitive technology give it the power to answer a wide range of types ...
    Jul. 10, 2014
    All Members
  • Customer Service Supplier and Product Update 1Q2014

    1Q2014 Quarterly Overview: Renewed Focus on Customer Service Integration

    by Mitchell Kramer in Articles
    In our review of customer service suppliers in the first quarter of 2014, we noted one significant trend: a renewed focus on customer service integration. Integration of all customer-impacting information ...
    Jun. 5, 2014
    All Members
  • Personalized Answers to Customers’ Questions

    Creative Virtual V-Person Is the First Virtual Agent to Provide Personalization

    by Mitchell Kramer in Articles
    V-Person is Creative Virtual’s virtual agent offering. It can deliver personalized answers to customers’ questions on web, mobile (text and voice), social, and IVR channels. Organizations purchase subscription licenses for ...
    Apr. 24, 2014
    All Members
  • Patterns from Customer Service Suppliers’ VOC

    Survey Results from KANA and Nuance about Customers’ Service Experiences

    by Mitchell Kramer in Articles
    How do customers attempt to answer questions and solve problems with products and companies? In 2013, the 63% of customers who successfully resolved their issues using customer self-service chan-nels spent ...
    Mar. 14, 2014
    All Members
  • Customer Service Supplier and Product Update 4Q2013

    4Q2013 Was a Good Quarter for Customer Service

    by Mitchell Kramer in Articles
    4Q2013 was a good quarter for most of the ten customer service suppliers we track: Clarabridge, Creative Virtual, eGain, IntelliResponse, KANA, Moxie, Next IT, Nuance, Oracle, and Salesforce.com. Nine of ...
    Mar. 7, 2014
    All Members
  • Nina Web

    Flexible and Accurate Answers to Customers’ Questions

    by Mitchell Kramer in Articles
    Nina Web is Nuance’s virtual agent offering for the web, complementing Nina Mobile and Nina IVR and leveraging Nuance’s Natural Language Understanding technology to analyze and match customers’ question to ...
    Jan. 29, 2014
    All Members
  • Next IT Alme

    Virtual Agents that Can Answer Complex Questions in Any Language

    by Mitchell Kramer in Articles
    Alme (All me) is the virtual agent product from Next IT. To date, approximately 20 customer organizations have licensed Alme. Buy Alme through subscription, transactional, or perpetual licenses and deploy ...
    Dec. 13, 2013
    All Members
  • Customer Service Supplier and Product Update 3Q2013

    Review of Ten Social Monitoring, Case Management, Self-Service, and Virtual Agent Suppliers

    by Mitchell Kramer in Articles
    3Q2013 was a good quarter for customer service for the ten suppliers we cover: Clarabridge, Creative Virtual, eGain, IntelliResponse, Kana, Moxie, Next IT, Nuance, Oracle, and Salesforce. Customer growth was ...
    Dec. 5, 2013
    All Members
  • Customer Service Supplier and Product Update 2Q2013

    2Q2013 Was a Mixed Quarter for Customer Service

    by Mitchell Kramer in Articles
    2Q2013 was a mixed quarter in customer service—mixed in customer growth financial performance, products, and company activity. In customer growth, four of our eleven suppliers improved in new customers and ...
    Sep. 6, 2013
    All Members
  • Customer Service Supplier and Product Update 1Q2013

    1Q2013 Was a Good Quarter for Customer Service

    by Mitchell Kramer in Articles
    First quarters in software are typically seasonally slow. Not so for customer service. For this quarter, customer growth was the highlight, and it drove good financial performance resulted. Product and ...
    May. 30, 2013
    All Members
  • IntelliResponse Virtual Agent

    Virtual Agents that Are Fast and Easy to Deploy and that Deliver One Right Answer to Customers’ Questions

    by Mitchell Kramer in Articles
    IntelliResponse VA’s virtual agents deliver accurate answers on web, contact center, mobile, and social channels. They’re multilingual, and they support speech on mobile devices. Most significantly, they’re fast and easy ...
    May. 10, 2013
    All Members
  • Customer Service Supplier and Product Update 4Q2012

    4Q2012 Was a Very Good Quarter for Customer Service

    by Mitchell Kramer in Articles
    4Q2012 was a very good quarter for customer service. Customer growth was the driver, resulting in very good financial performance. Product activity was up with new offerings, major new versions, ...
    Mar. 6, 2013
    All Members
  • Customer Service Supplier and Product Update 3Q2012

    3Q2012 Was a Quiet Quarter for Customer Service

    by Mitchell Kramer in Articles
    3Q2012 was a mixed quarter for customer service, the sixth quarter in a row that we’ve characterized quarterly performance as mixed. No supplier had a bad customer growth or financial ...
    Dec. 13, 2012
    All Members
  • Next IT ActiveAgent

    Virtual Agents that Deliver Sophisticated Answers to Complex Questions

    by Mitchell Kramer in Articles
    Next IT ActiveAgent’s virtual agents can deliver sophisticated answers to complex questions on web, mobile, and social channels. We recommend that large B2C organizations consider ActiveAgent to add cross-channel virtual ...
    Nov. 29, 2012
    All Members

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