Poll Results (Part 1): Best Source of Content to Power a Virtual Agent
By Paulo Barrett, Manager of Implementation Services
The results are in! Well, they were in when we hosted our last webinar, Implementing a Virtual Agent: RFP, Pilot, Implementation & Results where my CEO and I walked through the entire process of deploying an intelligent virtual agent. If you missed it, you can view the webinar on-demand. We polled the audience during the webinar about best content sources to power a virtual agent and here’s what we learned.
43.5% of respondents said live chat transcripts were the best source of content, followed by call center transcripts at 39.1%. Nothing shocking there as we agree with you. Transcripts provide trends and patterns of customer questions going answered and unanswered. From these tools, we can build out a powerful conversation that will save your live agents for higher level tasks. Client SME’s and content editors got moderate praise at 12% and 4.3% respectively, but on the other end of the spectrum, no one, absolutely no one thought that their existing help content was a viable option.
What this says to me is that organizations are aware that the information they are currently providing is not actually helpful. It’s actually a good sign that companies recognize that they aren’t really providing effective self-help tools for their customers – knowing is half the battle. Their challenge is how to fix it. Admittedly, these results are a bit skewed since attendees of this webinar registered because they wanted to know more about implementing virtual assistant technology. They are now in the phase of discovery and understanding, trying to figure how to fix the problem. But for those of you who are not quite there yet, ask yourself three questions:
- How effective are my self-help tools?
- How effective are my self-help tools in deflecting calls and chats to my call center?
- How can I improve those ratios and lower my cost per conversation?
Once you have the answers to these questions, you can determine whether implementing virtual agent technology is a viable solution for your organization. And if you need help figuring it out, feel free to reach out to us http://www.creativevirtual.com/contact-creative-virtual.html.
Stay tuned for another post on poll results from the webinar to find out what else your peers said.