Virtual Agents For Dummies

Insights from people who’ve been creating virtual agents for years

What’s in the book?

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?

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