Service center

Inclusion of AI technology in contact center and customer experience solutions is driving service industry innovation

DUBLIN, July 22, 2022 /PRNewswire/ — The “2022 – 2023 AI-Enabled Self-Service for the Enterprise Report” has been added to from offer.

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Organizations have been forced to find new approaches to deal with the explosive growth of omnichannel customer demands coming into their contact centers and service departments. This has given rise to the transformation of self-service, which customers have embraced and increasingly prefer. The future of intelligent virtual agents (IVAs) and intelligent automation will provide unprecedented opportunities to reinvent the service experience.

Concierge self-service for customers and agents

Intelligent virtual agents are already demonstrating their ability to provide customers with automated, conversational, and fast, concierge-like self-service. Customers are thrilled to interact with an intelligent self-service solution that recognizes them, knows the context of their contact history, fully handles most inquiries, and discerns when to escalate them to a live agent, if needed.

Today’s IVAs meet these challenges because they are conversational and responsive to customer needs. At the same time, employees benefit from virtual assistants (VAs), which provide real-time guidance to contact center agents and internal self-service capabilities to employees across organizations.

Together, IVAs and VAs are changing the role of agents, positioning them to become brand ambassadors and customer advocates capable of solving complex problems and building relationships, while creating new career opportunities in the service organizations and contact centers.

The ability of artificial intelligence (AI) to mimic basic human understanding and intelligence is one of the main reasons that self-service is becoming the preferred method for customers to interact with organizations. The inclusion of AI technology in contact centers and customer experience (CX) solutions is driving the fastest pace of innovation and change ever seen in the service industry.

Two of the most essential and impactful tools of the AI-enabled service revolution are IVAs and VAs. IVAs and VAs, which use the same underlying technology and platform to improve the customer and employee experience, help companies reduce the cost of selling and serving. Use cases for these solutions are growing as companies deploy them in customer-facing departments as well as internal business functions.

Main topics covered:

1. Summary

2. Presentation

3. Research methodology

4. What is smart self-service?

5. Trends and Challenges of Intelligent Virtual Agents/Virtual Assistants

6. Innovation in the Intelligent Virtual Agents/Virtual Assistants Market

7. Artificial intelligence in the contact center

8. Smart self-service by design

9. Customizing the self-service experience

10. Real-time guidance – Help at your fingertips

11. Intelligent Virtual Agents/Virtual Assistants Market Activity Analysis

12. Intelligent Virtual Agents/Virtual Assistants Market Projections

13. Competitive landscape of intelligent virtual agents/virtual assistants

14. Technical and Functional Analysis of Intelligent Virtual Agent/Virtual Assistant

15. Analysis of the implementation of the intelligent virtual agent/virtual assistant

16. Smart Virtual Agent/Virtual Assistant Benefits and ROI

17. Smart Virtual Agent/Virtual Assistant Pricing Structure

18. Virtual Intelligent Agent/Virtual Assistant Vendor Satisfaction Analysis

19. Company Reports

Companies cited

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SOURCE Research and Markets