By Liam Ryan, Sales Director
In my nearly 11 years with Creative Virtual, I’ve worked with organisations across all sectors looking to implement successful virtual agent solutions and have seen the industry and the technology change massively. As the number of communication channels have grown and customers have become more digitally savvy, virtual agent technology has also become more advanced and sophisticated. Today companies are using these solutions to increase engagement through natural language conversations and are seeing all the usual benefits that you’ve heard associated with chatbots and virtual agents for years – an enhanced user experience, improvement in CSAT scores, reductions in calls to the contact centre and lower customer service costs.
Yet, as I explain in my recent Executive Interview with CRMXchange, the benefits go beyond that with today’s solutions. Chatbots and virtual agents can now provide a complete omnichannel experience for those at a desk and on the move. By being able to linkup channels – web, mobile, Facebook, messenger apps (like Facebook Messenger and WeChat), voice assistants (like Google Home and Amazon Alexa), etc. – companies are benefiting from delivering a consistent, accurate and seamless experience that’s available to customers 24/7.
It’s important that companies looking to implement a virtual agent fully explore the benefits of deploying the solution across multiple contact channels using a single knowledgebase. This then needs to be a central consideration during their selection process. Many virtual agent and chatbot solutions on the market today don’t have this capability which means you end up with a stand-alone tool on a single communication channel and an even more disjointed customer experience.
In my interview I also talk about the benefits of using self-service virtual agents for employee support, particularly for internal service desk and HR support, and how working with an experienced vendor like Creative Virtual can help an organisation get the most from their virtual agent. I discuss why human moderation of the machine learning component of chatbots is essential and the effect the explosion of media hype and buzz around artificial intelligence and chatbots has had on the industry.