Chatbots are now IVA's
Intelligent Virtual Assistants & Intelligent Virtual Agents are AI-based computer programs that simulate human conversations and has the intelligence to answer questions and more like a live person - called conversational AI.
They understand human capabilities and can interpret the user intent, process their requests, and give prompt relevant answers.
IVA's communicate through voice as well as text and can be deployed across websites, applications, and messaging channels such as Facebook Messenger, Twitter, or WhatsApp.
SELF-SERVICE VS. SMART SELF-SERVICE
Intelligent Virtual Assistants (IVA) formerly "chatbots"
Top Conversational Analytics Vendors 2023
Intelligent Virtual Assistants (IVA) and Surveys
The survey showed that chatbots have entered the mainstream, with 67% of consumers having used chatbots at least once in the past year.
And 81% of chatbot users said their most recent support experience was positive.
Consumers who’ve used chatbots have vastly more positive experience than a negative one which matches the experience of non-chatbot users.
"84% of consumers are more willing to do business with companies that offer self-service solutions, but only 61% say these solutions are easy and convenient. Are you listening to them?"
Top 5 Use Cases for Chatbots in Higher Education
1) Automate Student Self-Serve:
Implement self-service support through university chatbots.
Integrate chatbots with existing resources to guide students to necessary information.
Enhance availability of support agents for more complex issues.
2) Route Students to the Best Agent: Use chatbots to collect information upfront and route students to the most suitable agent. Eliminate the need for transferring students between agents for a more efficient resolution. Build trust with Gen Z students by connecting them to relevant resources.
3) Provide 24/7 Support Availability: Address high support expectations by offering 24/7 support through well-trained chatbots. Use conversational AI to respond to most incoming chats without agent intervention. Offer cost-effective support outside regular business hours.
4) Spend More Time on Complex and Sensitive Queries: Utilize chatbots for handling straightforward requests, allowing agents to focus on complex and sensitive issues. Enhance personalization and address Gen Z's value for personalized support in higher education.
Handle Appointments and Bookings: Automate the booking of appointments and resources using task bots integrated with scheduling tools. Alleviate stress for students by providing access to tools and services without going through an agent. Simplify processes such as booking study rooms, setting appointments with counselors, and scheduling admissions appointments.
In conclusion, these examples showcase the versatility and potential impact of chatbots in higher education, addressing the evolving expectations of Gen Z students.
As technology continues to play a crucial role, universities can leverage chatbots to enhance support services, increase efficiency, and improve the overall student experience.
Major Universities using Nice CXOne for Self-Service & AI
Zoom’s AI Revolution: Transforming CX in Contact Centers
Zoom’s Virtual Agent is an AI-powered chatbot that provides 24/7 customer support, integrates with multiple knowledge bases, and even syncs with third-party systems. The Virtual Agent leverages generative AI, a game-changing feature that simplifies the training process.
Zoom’s AI Companion is more than just a feature; it’s a catalyst for efficiency. Designed to streamline tasks for internal teams and customer service agents, this tool can summarize conversations, auto-generate replies, and even offer live-call assistance.
Zoom AI Expert Assist is the latest entrant in Zoom’s AI arsenal, designed specifically for contact center agents. This tool listens to real-time conversations and provides agents with the information they need, when they need it.
Check out Zoom's new generative AI-powered Zoom AI Companion that acts as a virtual assistant that helps improve collaboration and productivity and provide the best possible customer experience (CX).
And the best part is it's available at no additional cost with paid Zoom user accounts.
Salesforce Integrates Apple Messages for Business to Enhance Customer Service Solutions
Apple Messages for Business in Service Cloud allows customers to get AI-assisted support, schedule appointments, complete purchases, and more.
Apple’s ARKit in the Salesforce Field Service mobile app brings augmented reality capabilities to field technicians, helping them resolve service issues more efficiently.
How it works
IBM Watson Assistant is built on deep learning, machine learning, and natural language processing (NLP) models to understand questions, find or search for the best answers, and complete the user's intended action through conversational AI.
Watsonx is an AI and data platform with three core components and a set of AI assistants designed to help you scale and accelerate the impact of AI with trusted data across your business.
The core components include: a studio for new foundation models, generative AI and machine learning; a fit-for-purpose data store built on an open data lake house architecture; and a toolkit, to accelerate AI workflows that are built with responsibility, transparency and explainability.
Open: watsonx is based on the best open technologies available, providing model variety to cover enterprise use cases and compliance requirements.
Trusted: watsonx is transparent, responsible and governed. IBM’s models are trained on trusted datasets, eliminating legal, regulatory, ethical and inaccuracy concerns.
Targeted: watsonx is designed for enterprise and targeted at business domains; watsonx is designed for business use cases that unlock new value.
Empowering: watsonx lets you go beyond just being an AI user and become an AI value creator, allowing you to train, fine-tune and deploy, and govern the data and AI models.
for your business
There’s AI, then there’s the right AI for your business. Introducing watsonx: a platform designed to multiply output by tailoring AI to your needs.
Easily deploy and embed AI across your business, manage all data sources, and accelerate responsible AI workflows—all on one platform IBM partners with developers, data scientists, CTOs and other creators to make the world work better.
at Maricopa County
The Clerk of the Superior Court in Maricopa County deployed Cleo (the virtual agent that powers the website chat box), which uses IBM Watson to engage with citizens across many channels - including Website Virtual Assistant (Chat Box), Email, SMS Short Code, Amazon Alexa, and Facebook Messenger.
Not only can citizens engage with Cleo on the County website’s chat, but it also works with Amazon Alexa and SMS text messaging!