virtual agents

In an increasingly automated business environment, CX leaders are using virtual agents and chatbots to deliver efficient digital experiences. Learn more about the solutions available and how leading firms are leveraging them.

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Getting Chatty With Bixby (Samsung’s Intelligent Agent)

Jeffrey Hammond November 8, 2019
(With Julie Ask) Last week, Samsung hosted its annual Developer Conference in San Jose, California. Developers sampled the company’s latest offerings for mobile app and web development, the internet of things, and artificial intelligence. Forrester clients may not be familiar with Samsung’s intelligent agent Bixby, but it’s primed to put other better-known agents such as […]
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Why Chatbots Can’t Read Your Mind

Charles Betz August 21, 2019
Chatbots rely on natural language processing (NLP) to understand you. Before they can process a language, they must learn it. Read more.
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Interruptions To The Advertising Market

Victor Milligan July 25, 2017
The advertising headwinds have been gathering. The $7.4B lost to bad ads. The chronic underperformance. Major firms pulling millions from media budgets. Consumers actively avoiding ads. And yet the interruptions continue. There are bright spots: great storytelling from some brands, better channel orchestration, and the pragmatic application of programmatic. Advertising fueled the remarkable rise of […]
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Your B2B Prospects Don’t Want You To Call Them

Steven Casey May 13, 2016
So this makes it official: the rite of passage for every new analyst. My first research report, How Self-Service Research Changes B2B Marketing, has just been published. I covered the premise of this report in my first blog post — but I’ll summarize it here again: multiple Forrester surveys have shown that B2B buyers strongly […]
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Selecting The Right Virtual Agent Vendor For Your eBusiness

Forrester November 18, 2011
What do Aetna, the US Army, L’Oreal, and the London 2012 Olympic Games have in common? Each of these diverse organizations has deployed a virtual agent. Virtual agents are software services that provide automated assistance by simulating a two-way conversation with customers. And they have come a long way from Clippy the dancing paper clip. […]
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What Should A Virtual Agent Look Like?

Forrester March 9, 2011
Not all companies that offer a virtual agent elect to have an avatar. However, many companies choose to make cartoon, 2D or 3D renderings of a human to personalize the experience, support the brand, and reinforce the conversational nature of the interaction.  But what should an avatar look like? Here are some considerations for eBusiness professionals […]
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Is A Virtual Agent Right For Your Web Site?

Forrester August 30, 2010
One of the questions I'm frequently asked by clients is if virtual agents are a good idea. Many of us have had frustrating interactive agent experiences over the years (recall Clippy, Microsoft’s animated paperclip that launched a thousand parodies). Times have changed, and I think virtual agents are worth taking a look at. Today’s virtual agents can […]
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Do Your Customers Want To Telephone You For Service?

Forrester April 6, 2010
I was speaking with clients today about their views on telephone customer service. One believed that his customers liked calling the call center to solve problems with a “human touch.” His colleague countered that telephone customer service is simply too expensive to be giving away that “human touch.” I think they are both correct. And […]
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