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Implementing Virtual Agents: Where to Start and How to Finish

CCNG partner Aggregage interviews Aarde Cosseboom and Brian Morin on implementing virtual agents.

How many hours do you think your call center agents spend answering repetitive, transactional calls that don’t require human assistance? The answer may surprise you -- 75% of customers think that calling is the most effective way to get a response from you, which means your agents are spending potentially 30 hours/week on repetitive calls instead of more complex issues that require human judgment and critical thinking.

Unsurprised? Then you're probably well aware of the potential for using conversational AI to manage the calls that can be answered easily and quickly. If you're not already using conversational AI, then you may be on the fence regarding its usefulness in the field, or perhaps you're unsure about how to implement it at your company.

If this is a situation you can relate to, then listen to this in-depth conversation with TechStyle Fashion Group as they openly discuss their decision to go virtual, and the challenges they faced along the way as they dabbled with both building the omnichannel self-service platform themselves, and outsourcing the design to a partner. You will learn:

*What factors went into TechStyle's first decision between tackling internally or outsourcing to a partner
*How TechStyle saved $1.1M in their first year afterwards
* Why the performance of TechStyle's virtual agents rivals that of live agents
*And more!

Today, TechStyle Fashion Group automates millions of calls and chats each year with conversational AI. If you're ready to learn more about how you can do the same, then don't miss this webinar!
Recorded May 5 2020 42 mins
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Presented by
Aarde Cosseboom, TechStyle Fashion Group, and Brian Morin, SmartAction
Presentation preview: Implementing Virtual Agents: Where to Start and How to Finish

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CCNG member topics for contact center& customer care professionals
CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners.

Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience.

This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.

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  • Title: Implementing Virtual Agents: Where to Start and How to Finish
  • Live at: May 5 2020 6:35 pm
  • Presented by: Aarde Cosseboom, TechStyle Fashion Group, and Brian Morin, SmartAction
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