Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. Virtual assistants began booming in 2016 with the rise of new machine learning techniques.

My focus here is specifically on how the term “agent” is used in the contact centers, where it has unequivocally meant human agents – people who dealt directly with other humans, namely customers. The ...

Many contact center vendors have based their business models around selling solutions that support live contact center agents. These typically sell at $100 to $250 per seat, with basic IVR ...

Demand for AI-based solutions that automate processes and assist human workers is skyrocketing — and for good reason. AI is poised to drive enormous economic value to the businesses that are able to ...

Virtual agents reduce the workload on human agents, allowing them to focus on complex or sensitive inquiries while ensuring consistent, accurate support. AI contact centers also enable real-time ...

WASHINGTON, Oct. 29, 2024 (GLOBE NEWSWIRE) -- ibex (NASDAQ: IBEX), a leading global provider of business process outsourcing (BPO) and customer engagement technology solutions, today announced the ...

When discussing intelligent automation, the topic often veers toward chatbots. The terms "chatbots" and "virtual support agents" (VSAs) are often used interchangeably. But are these two technologies ...

SAN FRANCISCO--(BUSINESS WIRE)--UJET Inc., the ultra-modern cloud contact center platform for customer-centric enterprises, today announced the general availability of its Virtual Agent, a new ...