41. The Making of an Intelligent Virtual Agent

Attended automation is transforming customer contact centers. Technology isn't driving this transformation, though. Customers are.    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.   On this episode of Generation Digital Workforce, Sanjiva Singh, Senior Vice President at [24]7.ai, and Satish Shenoy, Technology Alliance Partner Sales at Blue Prism, discuss creating and using an intelligent customer service agent.   Here's what we talked with Sanjiva and Satish about: * What's driving disruption inside customer service contact centers * What’s really happening when users engage with a chatbot * Are chatbots digital workers? * What virtual customer service agents will disrupt over the next 24 months   To ensure that you never miss an episode of Generation Digital Workforce, subscribe on Apple Podcasts, or Spotify, or here.  Visit us on our socials for more RPA and IA top tips and regular updates: ​​🦾 Get started with SS&C Blue Prism: ⁠⁠⁠https://bit.ly/3ByJorU⁠⁠⁠ 🧑‍💻LinkedIn: ⁠⁠⁠https://bit.ly/2GP5eKt⁠⁠⁠ 🐦Twitter: ⁠⁠⁠https://bit.ly/3JHBHUM⁠⁠⁠ 🙋‍♀️Facebook: ⁠⁠⁠https://bit.ly/3LHQC2L⁠⁠⁠ 📸Instagram: ⁠⁠⁠https://bit.ly/3TgQCYW⁠⁠⁠ 💭Blog: ⁠⁠⁠https://bit.ly/3WabzFk⁠⁠⁠ 🤩Case studies: ⁠⁠⁠https://bit.ly/3VSIj6j​⁠⁠⁠ Learn what RPA is and how it works: ⁠⁠⁠What is RPA? Robotic Process Automation Explained⁠⁠⁠ Learn what Intelligent Automation is and how it works: What is Intelligent Automation?