How can a Virtual Agent align with wider business objectives?
The business case for the Virtual Agent is different to that of a humble, self-service chat-bot. KPIs within customer care usually comprise of reducing complaints, increasing the speed of response, and improving first call resolution.
Virtual Agents can help achieve these objectives and more.
The question is, what kinds of service are ideal for Virtual Agents, and what is better left to people? How smart should Virtual Agents be? What are the advantages, and the potential pitfalls? And, how do Virtual Agents fit into your organization’s overall omni-channel customer-service strategy?
Meet the Virtual Agent: A Virtual Agent’s primary mission in life is to create happy, satisfied customers.
The Well-Mannered Virtual Agent: Discover the attributes of a great Virtual Agent.
Picture-Perfect Agents: Should your Virtual Agent have the personality of a live human? Should it be charming? Should it pass the Turing Test?
Care and Feeding of Virtual Agents: You’re not going to find a competent Virtual Agent inside a box of off-the-shelf software. Tap into the expert assistance of people who’ve been doing this kind of thing for a while.
The Right Technology: Explore the role of technology in the deployment of Virtual Agents, including the need for high security, the ability to tap into outside data, the integration of knowledge, and the complexity of making it all happen.
The Agent’s Crystal Ball: Artificial intelligence is both powerful and a potential pitfall. When building your Virtual Agent, you need the right balance of smarts that enhances the customer experience.
Ten Key Points About Virtual Agents: A series of quick keys for succeeding in the deployment of a Virtual Agent within an omni-channel world.