41. The Making of an Intelligent Virtual Agent

<p><span style="font-weight: 400;">Attended automation is transforming customer contact centers. Technology isn't driving this transformation, though. Customers are. </span></p> <p> </p> <p><span style="font-weight: 400;">Today's customers are digital, mobile, and demanding. They have very little time and no patience for getting switched between a human and a bot. Customers want fast and seamless service, and they prefer to do the work themselves.</span></p> <p> </p> <p><span style="font-weight: 400;">On this episode of Generation Digital Workforce,</span> <a href= "https://www.linkedin.com/in/sanjiva-singh-29027/"><span style= "font-weight: 400;">Sanjiva Singh</span></a><span style= "font-weight: 400;">, Senior Vice President at [24]7.ai, and</span> <a href="https://www.linkedin.com/in/sbshenoy/"><span style= "font-weight: 400;">Satish Shenoy</span></a><span style= "font-weight: 400;">, Technology Alliance Partner Sales at Blue Prism, discuss creating and using an intelligent customer service agent.</span></p> <p> </p> <p><span style="font-weight: 400;">Here's what we talked with Sanjiva and Satish about:</span></p> <p><span style="font-weight: 400;">* What's driving disruption inside customer service contact centers</span></p> <p><span style="font-weight: 400;">* What’s really happening when users engage with a chatbot</span></p> <p><span style="font-weight: 400;">* Are chatbots digital workers?</span></p> <p><span style="font-weight: 400;">* What virtual customer service agents will disrupt over the next 24 months</span></p> <p> </p> <p><em><span style="font-weight: 400;">To ensure that you never miss an episode of Generation Digital Workforce, subscribe on</span></em> <a href= "https://podcasts.apple.com/us/podcast/generation-digital-workforce/id1500724425"> <em><span style="font-weight: 400;">Apple Podcasts</span></em></a><em><span style="font-weight: 400;">, or</span></em> <a href= "https://open.spotify.com/show/6e5l80rOJsasWyVZ6PyAZh"><em><span style="font-weight: 400;"> Spotify</span></em></a><em><span st