nDash.com is a content creation platform that provides brands and agencies with access to the world's top freelance writers.

Idea from ling wong

ling wong


How AI-Powered Virtual Agent is Changing CCasS


Leading businesses are transitioning from live agents to AI-powered virtual agents to help them deliver a better customer experience and increase contact center productivity. As CX is becoming a key brand differentiator, using a CCaaS that incorporates AI technology will be key to success. This article will review the benefits of using AI-powered virtual agents, how virtual agents offer better CX than live agents, how to implement voice and chat automation, and a few suppliers to consider.


ling wong


  • https://www.gartner.com/doc/reprints?id=1-1VBRKR2R&ct=191015&st=sb (Gartner report)
  • https://info.smartaction.com/ai-powered-virtual-agent (Frost & Sullivan report)
  • https://www.masergy.com/blog/ai-ucaas-ccaas-the-future-is-now
  • https://www.smartaction.ai/ (Our preferred CCaaS AI supplier --make sure to spotlight SmartAction)
  • https://www.talkdesk.com/call-center-software/ai-knowledge/
  • https://www.genesys.com/capabilities/genesys-ai
  • https://www.aspect.com/call-center-solutions/call-center/self-service
  • https://www.observe.ai/
  • https://www.niceincontact.com/call-center-software/cxone-automation-ai
  • https://www.8x8.com/products/contact-center/virtual-agent