AI Chat Bot Software for Your Website

With the help of speech recognition tools and NLP technology, we’ve covered the processes of converting text to speech and vice versa. We’ve also demonstrated using pre-trained Transformers language models to make your chatbot intelligent rather than scripted. To a human brain, all of this seems really simple as we have grown and developed in the presence of all of these speech modulations and rules. However, the process of training an AI chatbot is similar to a human trying to learn an entirely new language from scratch. The different meanings tagged with intonation, context, voice modulation, etc are difficult for a machine or algorithm to process and then respond to.

Learn all about how these integrations can help out your sales and support teams. Check out Tymeshift’s newest features, ready to help larger service teams and lower costs. Data import is often handled in a matter of hours, which means that clients can start using the platform almost immediately.

Machine Translation and Attention

They can also be used to automate customer service tasks, such as providing product information, answering FAQs, and helping customers with account setup. This can lead to increased customer satisfaction and loyalty, as well as improved sales and profits. A chatbot is a computer program that simulates human conversation with an end user. A custom chatbot trained on your unique business data delivers highly tailored and relevant conversations.

As businesses strive for tailored customer experiences, the ability to train chatbot on custom data becomes a strategic advantage. This investment promises meaningful connections, streamlined support, and a future where chatbots seamlessly bridge the gap between businesses and their customers. In today’s dynamic digital landscape, chatbots have revolutionized customer interactions, providing seamless engagement and instant assistance. By train a chatbot with your own dataset, you unlock the potential for tailored responses that resonate with your audience.

A safe measure is to always define a confidence threshold for cases where the input from the user is out of vocabulary (OOV) for the chatbot. In this case, if the chatbot comes across vocabulary that is not in its vocabulary, it will respond with “I don’t quite understand. For our chatbot and use case, the bag-of-words will be used to help the model determine whether the words asked by the user are present in our dataset or not.

Benefits for business

Beyond learning from your automated training, the chatbot will improve over time as it gets more exposure to questions and replies from user interactions. For example, the more I use a particular chatbot, the more it will learn about me. It will, of course, process the information I directly provide, but it could also theoretically make certain, well-informed assumptions about me.

You’ll soon notice that pots may not be the best conversation partners after all. In this tutorial, you’ll start with an untrained chatbot that’ll showcase how quickly you can create an interactive chatbot using Python’s ChatterBot. You’ll also notice how small the vocabulary of an untrained chatbot is. When asked, ChatGPT insists it does not have any personal information about users. But the reality is more complicated, partly because the rules governing personal information are evolving almost as rapidly as AI technology itself. Use built-in metrics to analyze logs from conversations between customers and your assistant to gauge how well it’s doing and identify areas for improvement.

You’ll also want to take a look at the interaction rate, which shows how many messages are being exchanged. In this post, we’ll break down the most important chatbot analytics for your business and how you can use them. As chatbots are still a relatively new business technology, debate surrounds how many different types of chatbots exist and what the industry should call them. Chatbots such as ELIZA and PARRY were early attempts to create programs that could at least temporarily make a real person think they were conversing with another person.

This is where machine learning and artificial intelligence algorithms are utilized to understand user input, learn from it, and generate intelligent responses. In finance, AI chatbots can analyze financial data to detect fraud, assess risks, identify investment opportunities, and provide personalized financial advice to customers. AI chatbots could be used to analyze patient data from mental health apps or chatbots and provide personalized support and resources to patients. Consistently proving real-time service is priceless in growing and keeping your existing relationships. Chatbots can help you and your workforce do this, without much financial burden. Same as in deploying a robust customer support platform, the buck stops on you on whether to take advantage of this technology now.

In the business world, NLP, particularly in the context of AI chatbots, is instrumental in streamlining processes, monitoring employee productivity, and enhancing sales and after-sales efficiency. If you are trying to build a customer support chatbot, you can provide some customer service related prompts to the model and it will quickly learn the language and tonality used in customer service. It will also learn the context of the customer service domain and be able to provide more personalized and tailored responses to customer queries.

There are also potential privacy concerns related to what a generative AI tool could tell a user about other individuals. Right now, at least theoretically, a chatbot will not provide nonpublic information about someone else if asked for it. But one can easily imagine a scenario where a company develops a chatbot not bound by the same limitations. And then there is the “I, Robot” scenario, where a potentially malicious actor could use a chatbot to steal passwords and other sensitive data for illicit purposes.

Put your knowledge to the test and see how many questions you can answer correctly. Enhance your AI chatbot with new features, workflows, and automations through plug-and-play integrations. Transfer high-intent leads to your sales reps in real time to shorten the sales cycle.

They can offer speedy services around the clock without any human dependence. But, many companies still don’t have a proper understanding of what they need to get their chat solution up and running. As you can see, answering customer questions is just the tip of the iceberg when you add a chatbot to your customer support team. Chatbots are important because they are a valuable extension of your support team, helping both customers and employees. Follow along to explore the key benefits of chatbots, from 24/7 support to personalized conversations.

These chatbots combine elements of menu-based and keyword recognition-based bots. Users can choose to have their questions answered directly or use the chatbot’s menu to make selections if keyword recognition is ineffective. As chatbots improve, consumers have less to quarrel about while interacting with them. Between advanced technology and a societal transition to more passive, text-based communication, chatbots help fill a niche that phone calls used to fill. Improve your chatbot’s performance with our advanced analytics on chat interactions, channel effectiveness, and office hour engagement, alongside detailed customer profiles and customization.

I personally have been using this tool for a few weeks now, and its been a fantastic experience. I can save a lot of time at work by simply feeding it some data like PDFs, CSVs, etc and then asking only the necessary questions which I am concerned about. You can have your sources in any language and ask it questions in any language. Yes, you can edit the base prompt and give your chatbot a name, personality traits and instructions on answering questions, for example.

In the 1960s, a computer scientist at MIT was credited for creating Eliza, the first chatbot. Eliza was a simple chatbot that relied on natural language understanding (NLU) and attempted to simulate the experience of speaking to a therapist. Independent users can budget their use depending on the size of their models, thanks to Lettria’s training features. This means that users can choose the amount of data they want to process and only pay for what they use. This makes Lettria’s platform a cost-effective solution for businesses of all sizes. As the topic suggests we are here to help you have a conversation with your AI today.

Wit.ai is an open-source chatbot framework that was acquired by Facebook in 2015. Being open-source, you can browse through the existing bots and apps built using Wit.ai to get inspiration for your project. Microsoft Bot Framework (MBF) offers an open-source platform for building bots.

With Heyday, you can increase your sales and customer satisfaction while saving time and money. Look for a tool that gives each member of your customer support team a seat for seamless coordination. Don’t worry— some chatbot platforms like Heyday offer unlimited agent seats with enterprise plans.

Trust is the foundation of every business-customer relationship, and customers need to feel confident that their information is being treated with care and protected to the highest degree. Generative AI offers endless opportunities, but it also raises important questions about the safety of customer data. As always, the technology is evolving faster than the guidelines and best practices, and global regulators are scrambling to keep up. Lastly, organize everything to keep a check on the overall chatbot development process to see how much work is left.

And if a user is unhappy and needs to speak to a real person, the transfer can happen seamlessly. Upon transfer, the live support agent can get the full chatbot conversation history. The earliest chatbots were essentially interactive FAQ programs, which relied on a limited set of common questions with pre-written answers. You can foun additiona information about ai customer service and artificial intelligence and NLP. Unable to interpret natural language, these FAQs generally required users to select from simple keywords and phrases to move the conversation forward. Such rudimentary, traditional chatbots are unable to process complex questions, nor answer simple questions that haven’t been predicted by developers. While helpful and free, huge pools of chatbot training data will be generic.

Once the data has been prepared, it can be used to train the chatbot. This process can be time-consuming and computationally expensive, but it is essential to ensure that the chatbot is able to generate accurate and relevant responses. This model, presented by Google, replaced earlier traditional sequence-to-sequence models with attention mechanisms.

ChatBot is an AI-powered tool that enables you to provide continuous customer support. It scans your website, help center, or other designated resource to deliver quick and precise AI-generated answers to customer queries. Help your business grow with the best chatbot app, and sign up for the free 14-day trial now. However, managing effective customer service across multiple selling channels is becoming increasingly challenging due to consumers’ reduced patience. Customers expect brands to respond to their sales inquiries instantly; chatbots and virtual assistants can help achieve this goal.

During each customer conversation, all conversation data will be sent verbatim to OpenAI, including any personally identifiable information within the conversation. Learn how to leverage Labelbox’s platform to build an AI model to accelerate high-volume invoice and document processing from PDF documents using OCR. Since chatbot data our model was trained on a bag-of-words, it is expecting a bag-of-words as the input from the user. A bag-of-words are one-hot encoded (categorical representations of binary vectors) and are extracted features from text for use in modeling. They serve as an excellent vector representation input into our neural network.

Anticipating these demands will help you ensure smooth customer service. In addition to chatbots’ benefits for CX, organizations also gain various advantages. For example, improved CX and more satisfied customers due to chatbots increase the likelihood that an organization will profit from loyal customers.

People constantly exchange messages with their friends and family members, and this communication trend has extended to how they interact with businesses. Although the interest in chatbots started to subside in 2019, the chatbot industry flourished during the pandemic. Chatbots ended up making huge gains in 2023 with the massive AI boom due to the increasing popularity of ChatGPT. If you have a large number of documents or if your documents are too large to be passed in the context window of the model, we will have to pass them through a chunking pipeline.

Watsonx Assistant provides a summary of the interactions between users and your virtual agent. The emergence of chatbots is now bringing various possibilities to businesses, including its adoption of advanced AI to complement human customer support. Some chatbots can move seamlessly through transitions between chatbot, live agent, and back again. As AI technology and implementation continue to evolve, chatbots and digital assistants will become more seamlessly integrated into our everyday experience.

The machine learning algorithm will learn to identify patterns in the data and use these patterns to generate its own responses. Once a chatbot training approach has been chosen, the next step is to gather the data that will be used to train the chatbot. This data can come from a variety of sources, such as customer support transcripts, social media conversations, or even books and articles. Interpreting and responding to human speech presents numerous challenges, as discussed in this article. Humans take years to conquer these challenges when learning a new language from scratch.

• While some companies have listed different use cases for their platform, it’s not always the case.
• The first chatbot (Eliza) dates back to 1966, making it older than the Internet.
• On the business side, chatbots are most commonly used in customer contact centers to manage incoming communications and direct customers to the appropriate resource.
• Your chatbot won’t be aware of these utterances and will see the matching data as separate data points.
• This means if you want to ask GPT questions based on your customer data, it will simply fail, as it does not know of that.
• In the current world, computers are not just machines celebrated for their calculation powers.

Chatbots have varying levels of complexity, being either stateless or stateful. Stateless chatbots approach each conversation as if interacting with a new user. In contrast, stateful chatbots can review past interactions and frame new responses in context.

Many overseas enterprises offer the outsourcing of these functions, but doing so carries its own significant cost and reduces control over a brand’s interaction with its customers. In this section, you put everything back together and trained your chatbot with the cleaned corpus from your WhatsApp conversation chat export. At this point, you can already have fun conversations with your chatbot, even though they may be somewhat nonsensical. Depending on the amount and quality of your training data, your chatbot might already be more or less useful. Next, you’ll learn how you can train such a chatbot and check on the slightly improved results.

Unfortunately, these chatbots struggle with repetitive keyword use or redundant questions. A critical aspect of chatbot implementation is selecting the right natural language processing (NLP) engine. If the user interacts with the bot through voice, for example, then the chatbot requires a speech recognition engine. Naron, a pioneer in the lingerie industry, has made a revolutionary step in customer service with the introduction of an AI-powered chatbot. Founded in 1996, Naron specializes in larger cup sizes and is now an example of innovation in customer-focused technology, significantly improving both customer experience and operational efficiency.

What is Virtual Customer Service?

In addition, they provide flexibility and allow businesses to offer around-the-clock customer support. Virtual customer experiences are more important than ever in today’s fast-paced world. With the effect of the pandemic and the rise of e-commerce, consumers are looking for convenient and hassle-free ways to shop. By embracing virtual customer experiences, businesses can offer their customers a unique shopping experience that sets them apart from their competitors.

According to a survey by Harris Poll, 35% of online shoppers are more likely to make a purchase if the website has virtual reality features. In a virtual call center, agents perform all the same functions and tasks as traditional call centers, such as answering customer inquiries, resolving issues, and providing product or service information. This modern approach to customer service not only offers cost savings for businesses but also enhances the overall customer experience by providing access to knowledgeable and dedicated customer service representatives. Yes, and yes, virtual customer service relies on delivering a customer experience that is solid, and ideally, even better than an in-house alternative.

Contact center software, technology, and equipment is expensive and needs to be updated regularly. With a virtual solution like this, you get access to the newest and best version of all of the essentials, without having to foot the bill for purchasing and continuously upgrading them to meet demand. Even things that seem very simple such as email and other communication methods can be expensive to maintain when accounting for enterprise-level security, backups and other things that aren’t always obvious.

With virtual call centers, agents can connect to the necessary software and platforms remotely, using their internet connection to handle customer calls and provide support. This means that businesses can tap into a global talent pool and hire agents from anywhere in the world, ensuring round-the-clock customer service coverage. Additionally, the cloud-based nature of virtual call centers enables seamless collaboration and information sharing among team members, improving efficiency and productivity. The key distinction lies in the ability of human virtual assistants to build rapport and create meaningful relationships with customers through genuine conversation and understanding. Their skills extend beyond providing accurate information; they actively listen, empathize, and go the extra mile to create positive experiences.

It’s amazing that every colleague has the opportunity to share in the company’s success.” And let’s discuss how Aristo Sourcing can assist you in taking your business to the next level. ESG’s proven approach to managing customers brings the necessary focus to those valuable customer segments while maintaining coverage of high-revenue customers. Our vCSMs are badged as your employees and proactively manage your customer base for retention and expansion, resulting in reduced churn, higher NPS, and more customer advocates.

The Key to a Successful Business Is Happy Customers

With this brilliant solution your reps not only expand their horizons, but they’ll return with fresh ideas and perspectives from their new experiences. To have the most appropriate user experience, satisfy customer demands, provide product descriptions, and address product-related problems. Supervisors may view customer experience information and metrics on a single page, eliminating the need to micro-manage team members.

As more devices become interconnected through the Internet of Things (IoT), virtual customer interactions will become increasingly prevalent. According to Gartner, by 2020, an estimated 20 billion things will be connected via the IoT, providing ample opportunities for virtual customer engagement. Even with advancements in technology and available automation, customers still choose to converse with humans than with bots. Virtual customer support assistants will interact with customers and help them troubleshoot your business service.

Instead of relying on a live agent, contact centers can implement AI virtual agents to provide customers with the help they need. They can also learn and adapt better to customers’ needs and implement what they learn in future conversations. With the ability to stay online 24/7 virtual customer service agents are a great solution for companies that need to be available for customers all day and night.

Data Analysis and Results

This is especially beneficial for businesses with large numbers of customers or those that operate internationally. A virtual assistant can ensure that customer queries are answered promptly, no matter where in the world they may be. At their most fundamental level, chatbots are AI-driven computer programs that simulate human conversation and allow interactions with digital devices to unfold as if chatting with a real person. A chatbot can be a catch-all term that describes any automated voice or digital interaction. Chatbots rely on rule-based configuration, which means they require human input to evolve and change. For instance, a chatbot won’t automatically know when a new knowledge base FAQ article can answer a customer query—you have to tell it to surface that information.

A virtual customer service representative plays a crucial role in providing remote customer support. Virtual customer service representatives use various communication channels, such as customer chat, email messages, phone calls, and social media DMs, to assist customers and ensure their satisfaction. We also found strong effects of social presence and personalization on service encounter satisfaction. This result lends support to the view that social and personal support, elements argued to be key in offline service encounters, are vital to the evaluation of online service encounters as well.

In reality, 95% of customers state that a positive customer experience is a key aspect when choosing a brand and expressing loyalty. For this reason, the first touch resolution rate is a crucial measure of customer satisfaction. Using a virtual customer service assistant can be more cost-effective as you only pay for the hours worked and do not have to incur additional overhead expenses. Additionally, hiring a virtual assistant will offer you more flexibility as you can hire assistants with specific skill sets for a limited period without the hassle of providing in-house training and resources.

Efficient quality monitoring is crucial for ensuring the success of virtual call centers. With advanced call and screen recording technology, supervisors can closely monitor the activities of agents in real time. This allows for immediate intervention and guidance when necessary, ensuring that customer interactions meet the highest standards of quality. When it comes to virtual customer service, security and data protection are of utmost importance. Virtual contact centers prioritize the security of customer data and have implemented advanced security measures. These measures encompass both physical and data security to ensure the highest level of protection.

This tool is perfect for visual communication because it offers a native experience with a GIF maker, webcam recorder, and screen recorder. Using these features, you can change how you respond to customer queries and provide them with responses quickly, improving productivity. The use of call and screen recording technology in virtual call centers provides a comprehensive way to measure and maintain quality.

A rigorous and well-organized onboarding procedure is crucial for keeping remote employees up to speed. • The drive to take initiative and make choices on their own is the key trait of a successful remote worker. • Provide autonomy to team members, especially if their managers are in a different time zone. • Ensure timely coordination and intelligence exchange in such a way that everyone on the team is on the same page. “The salary and incentives at Amex helped me to become financially stable and pay off my student loan debt.

Our team is made up of very talented, hard-working, high energy, and fun individuals. We’re looking to share the opportunity to join in our fun and our success with other like-minded leaders who will bring value to our team and have a positive impact. With a client base that includes over 40,000 unions and associations internationally, we’ve specialized in providing both supplemental and permanent benefits to hard-working families for over 60 years. Now we’re looking for the right addition to OUR growing family in our Williamsville, NY office. You can foun additiona information about ai customer service and artificial intelligence and NLP. By submitting your email and/or phone number in a form, you consent to receive communications (including text messages) from us. Whether you’re just starting out in the customer service field or looking for a new challenge in your career, our job board is an invaluable tool in your job search.

Overall, virtual customer service provides a cost-effective and flexible solution for businesses looking to deliver excellent remote support to their customers. Virtual customer assistants are automated customer service assistants that businesses deploy to engage customers, answer questions, push web pages, and act as a concierge to initially field and handle requests. They are sometimes used synonymously with terms like chatbots, avatars, concierge, and virtual agents. Customer service jobs are hard to fill, agents are often already gainfully employed and expensive to hire. Using a virtual customer service or customer service as a service provider gives you access to a whole team of highly trained professionals, without having to hire them for open jobs on a full-time basis.

Traditional shopping experiences can be stressful and time-consuming, it’s important for businesses to embrace this new form of shopping to meet the needs of their customers. In this editorial, we’ll explore why virtual customer experiences are so important, the benefits they offer, and how businesses can use them to stay competitive. The immediacy of getting help with virtual customer service platforms, such as Live chat and chatbots, is why customer satisfaction ratings are higher for virtual customer support than other types of customer service.

Chatbots & Differences from IVR and Virtual Agents LiveVox

Since consumer loyalty is a piece of your business’ texture, you anticipate that your representatives should exceed everyone’s expectations. A VA can help you in freeing your group’s time so they can zero in on their work and more perplexing work. Assuming your client care group has recently felt exhausted, you can securely recruit a virtual client partner to share the responsibility.

You broaden your business hours whenever you enlist a virtual client service colleague from an alternate time region. Along these lines, you can broaden your long periods of tasks past what is regular, without the additional cost of employing various individuals. As part of COVID-19 social guidelines, the Family Court had reduced the onsite presence of its agents.

• A proud alumnus of Universidad Central de Venezuela, he earned a Bachelor’s Degree in Organizational Psychology, graduating Magna Cum Laude.
• The shift from physical, face-to-face contact towards online service encounters implies a substantial change of the nature of these encounters.
• Customers expect the virtual customer service team to react instantly to their questions and concerns.
• Remember that virtual agents also want to remain hired and not have to go find a recruiter–their employment depends on their patience and overall performance.
• Virtual customer support assistant, as said earlier, is a professional who has all knowledge and knows how to handle customers and their queries smoothly.
• Additionally, the cloud-based nature of virtual call centers enables seamless collaboration and information sharing among team members, improving efficiency and productivity.

Employee loyalty and productivity will be improved by recruiting the best virtual customer support personnel while supplying them with the right resources. Your long-term support staff should express cultural skills, consumer expertise and brand passion that can transform any customer engagement into an exceptional experience. When a virtual customer service team member receives a query they don’t know how to answer, they cannot go to the nearest desk to ask for assistance. Therefore, you must supply your agents with the tools they need to look for the answers independently. This independence can provide an effective internal knowlege base where the team can find all product or service details! Here, your agents should have in their disposal a comprehensive step-by-step guidance, troubleshooting techniques, and access to how-to videos.

Virtual call centers and agents enable efficient operations and provide customers with seamless omnichannel interactions. That’s why we offer virtual customer service training that meets your team members where they are—and provides the same high-quality interactive experiences you receive from our in-person programs. Imagine a startup company that needs to provide customer service support round-the-clock but lacks the budget to hire and manage a large team in-house. By utilizing virtual assistants who work remotely, this startup can ensure consistent customer support from their dedicated agent without worrying about office space or equipment costs. The resulting savings can be reinvested into product development or marketing efforts to drive business growth. In addition to understanding customer needs, seamless integration and collaboration between human virtual assistants and existing teams is vital.

Security and Data Protection in Virtual Customer Service

Good virtual customer service providers rely on their CSAT scores and have rigorous testing and measuring in place to ensure they hit the metrics for customer success. Of course, there are many other metrics to consider, such as conversion rates, to offer more value to your business. Remember that virtual agents also want to remain hired and not have to go find a recruiter–their employment depends on their patience and overall performance.

Because your VA will be dealing with a lot of customer queries and feedback, they will be well equipped to draft frequently asked questions to add to your business website. The authors would like to state their gratitude to The Selfservice Company for their support for building the agent technology employed in this research. Participants were 296 students enrolled from undergraduate courses from a business administration program. The students received partial class credit for their participation and were given the opportunity to win one of the five 25 euro gift vouchers that were raffled amongst the participants. To control for gender effects congruent agents were assigned, so a male participant was assigned to a male agent, whereas a female agent was assigned to a female participant.

59% of respondents (62% in the US and 55% in the UK) found that having to repeat information to a human agent in the event of escalation from VCAs was the biggest hurdle to using them.

The VCSA was fully controlled by software that determined how to respond to the input provided by the participants by making use of a knowledge database that was driven by the interaction script. The agent was presented in a dedicated pop-up screen to allow participants to simultaneously view their invoice and interact with the agent. To test our hypotheses, an experimental survey was conducted representing a setting in which participants interacted with a VCSA.

Virtual customer service offers remote customer support through digital channels such as email, live chat, or social media. This virtual support type of customer service is becoming increasingly popular as it gives businesses cost savings, more flexibility, and enhanced customer experience. There are many benefits to virtual customer experiences that traditional shopping experiences simply can’t match. For example, virtual experiences allow customers to browse through a wider range of products, check out reviews and ratings, and even connect with customer service representatives for assistance. This convenience can lead to increased customer satisfaction and loyalty, as well as more sales.

Firstly, it is crucial to have a well-defined understanding of customer needs and pain points. By analyzing customer interactions, feedback, and data patterns, businesses can identify the areas where human virtual assistants can provide the most value. While AI-based virtual assistants have drastically made customer services more efficient, they often lack the human touch necessary for certain interactions. These chatbots are a vital tool for automating repetitive tasks and providing quick solutions based on data analysis and predefined algorithms. However, they fall short when it comes to complex queries or situations that require empathy and emotional understanding; this is where a human assistant truly shines.

Where virtual customer service training really stands out is in the convenience, flexibility, and interactivity it offers. Let’s dive a little deeper into the benefits of our customer service training programs where you can learn customer service skills. Financial services corporation, American Express, offers numerous virtual customer service jobs through their ‘BlueWork’ program. According to AmEx, more than 40% of U.S. employees have plans to work from a remote location. Create consumer avatars/buyer personas with your virtual customer service team and share them with everyone. Virtual assistants offer a range of benefits, from increased customer satisfaction and scalability to reduced overhead costs and improved efficiency.

Often, educate the virtual customer service team on your company’s mission and priorities so that they can provide an on-brand consumer experience. You will inspire your agents to take strategic steps to impress and entertain your clients with superb service while creating remarkable customer stories and a team ethos attached to your brand name. First, you need a team that delivers consistent and spectacular customer experiences, thus you should hire employees with a customer-centric mindset.

When communicating with your customers, taking this proactive initiative reduces their perception of the effort needed to solve their problems, increasing customer engagement. Today, choosing the right type of customer service plays a significant role in every business. Customers are guaranteed the power to provide instant questions and complaints and receive instant responses. Offering them a well-organized service can significantly reduce the risk of dealing with negative reviews repeatedly.

Employers can automatically scale the number of active agents up or down as needed to meet demand, at no additional expense. This ensures employers have all their jobs filled and are staffed year-round with high-quality agents (as opposed to having to rely upon lower-cost, inexperienced temps during busy times). Traditional call centers often miss the mark here, and can be inflexible when it comes to lock periods and contracts.