Posts

Virtual Agents in 2020: Usage Spikes and the Banking Sector

By Mandy Reed, Global Head of Marketing

There have been lots of discussions, articles and analyst deep dives into companies’ digital transformations being driven or accelerated by the COVID-19 pandemic and the associated shutdowns and mitigation efforts. Many individuals have also undergone a digital transformation of sorts in their own lives, relying more on options such as FaceTime and Zoom to keep in touch with family, friends and work colleagues and increasing time spent on social media and mobile messaging apps. These digital changes in behaviour have, as you’d expect, also impacted the interactions individuals are having with businesses.

Back in April I took a look at the impressive spike in virtual agent traffic starting in late February and early March that surpassed anything Creative Virtual had seen in over 16 years of being in the industry. By 12 April 2020, those virtual agents had reached nearly 50% of the total traffic they had recorded for all of 2019 despite being only about a quarter of the way through the year.

Now that we have reached the halfway point of the year, I was curious to take another look at our virtual agent traffic and once again enlisted the help of my colleague and analyst guru, Lester Lane. When we crunched the numbers, we discovered that those virtual agents have now recorded approximately 75% of the total transactions from last year and are well on their way to a record-breaking 2020. This is mostly due to a sustained increase of traffic through the rest of April and much of May. Towards the end of May, we started to see a drop-off to more average traffic levels as you can see from the usage of the self-service virtual agents included in the graph below.

virtual agent usage

Looking at overall traffic figures gives insights into general trends, but it’s also interesting to dive a bit deeper into individual industry sectors. At Creative Virtual, financial services is one of our biggest industries and one that our team has extensive expertise in collaborating with on virtual agent solutions. In fact, our very first enterprise customer was a large financial services group – and they are still a customer today! (Side note: My colleague Laura Ludmany wrote a great two-part blog series about helping financial organisations deliver customer support during the coronavirus crisis – check out Part 1 here and Part 2 here if you haven’t already.)

When we break down the total traffic figures into a handful of sectors, we see that they all experienced a spike in March and April before most levelled off a bit. However, the Banking sector has continued to see increased usage throughout May, June and the first week of July compared with the first two months of 2020.

virtual agent usage

This sustained increase for the Banking industry isn’t a surprise given the essential nature of many banking activities combined with the temporary closure of branches and people staying home. More people were forced to do their banking online – perhaps for the first time – and took advantage of the instant self-help offered by virtual agent tools on websites and in banking apps. Plus, there was the added support needed for various government schemes and programmes. One of our banking customers’ virtual agent set a new record for highest number of saved calls in April and then doubled April’s total usage in May.

I’m curious to continue to watch how virtual agent traffic fluctuates as coronavirus-related restrictions change. Banks tend to be early indicators of upcoming general trends, so it may be worth noting the spike of activity at the beginning of July. Will there be another surge as companies and their customers experience further digital transformations? Only time will tell.

If your company is looking to add an AI chatbot or virtual agent to your customer service strategy or is struggling with a self-service tool that can’t meet increased demand from users, you’ll want to take a look at the Neutrino release of V-Person™. Introduced to the market in June, Neutrino provides the right tools and guidance to deploy conversational self-service quickly, easily and at large scale.

Virtual Agent Usage Spikes as Self-Service Rescues the Customer Experience

By Mandy Reed, Global Head of Marketing

Making a call to a customer service contact centre can be a frustrating and time-consuming experience on a regular day. Throw in a global pandemic and all bets are off. Many organisations are struggling with an overwhelming increase in calls and the closure of call centres. Customers are taking to social media to complain about being unable to get through to call centres and being disconnected after waiting on hold for hours. Companies are asking customers to avoid calling them and adding notifications about long call wait times on their websites.

More customers are turning to company websites and apps for support, in some cases out of sheer desperation because they can’t get through to a contact centre agent and in other cases because they have been proactively directed there by the business. Companies with existing online support and easy-to-use self-service tools are at an obvious advantage. These organisations can ‘rescue’ the customer experience by guiding customers to the information they need online while at the same time relieving some of the pressure from their contact centre so agents can better serve customers with questions that need human support.

In a recent blog post, my colleague Laura Ludmany talked about the sharp increase of traffic Creative Virtual’s banking virtual agents had experienced over the previous month. As she pointed out, it’s not unusual for us to see an increase in usage during significant events. However, this sudden spike surpassed anything we’ve seen in the 16 years of the company’s history. With the help of another colleague and analyst extraordinaire, Lester Lane, I took a closer look at our recent virtual agent traffic.

The graph below shows virtual agent traffic globally and across multiple industries for the period of 1 January 2019 through 12 April 2020. Starting from late February, you can clearly see the number of transactions trending sharply upwards and peaking at the beginning of April.

virtual agent traffic

To put this in context a bit more – by 12 April 2020, these virtual agents had reached nearly 50% of the total traffic they recorded for all of 2019, despite being only about a quarter of the way through this year. During the approximately month and a half between 1 March and 12 April 2020, these installs completed 30% more transactions than during January and February of this year.

It’s also interesting to break down the virtual agent traffic by region. The graph below compares traffic from our Europe-based installs and those from North America. Spikes in usage of our European virtual agents start showing up earlier, a reflection of COVID-19 lockdowns and stay-at-home orders becoming more widespread there before North America. The traffic increases also correlate with the timings of announcements about government schemes and stimulus packages in the UK and the US, two of the main countries where Creative Virtual has virtual agents deployed.

virtual agent usage

I’m curious to watch how virtual agent traffic changes over the coming months as coronavirus-related restrictions are eased – and potentially reinstated – and the world continues to transition. Will customers having their first virtual agent experience during the pandemic make those self-service tools their go-to for future support questions, thereby raising average usage figures? Only time will tell.

Hungry for more stats? Download The Inner Circle Guide to AI-Enabled Self-Service which delves into survey responses from customers on their customer service preferences and business leaders on their usage of self-service technologies.

Helping Financial Organisations Deliver 24/7 Customer Support: Part 2

By Laura Ludmany, Knowledgebase Engineer

As described in my previous post, financial organisations find themselves under immense pressure due to the unfolding coronavirus crisis; they have to respond quickly to rapid changes. Delivering excellent customer service is more important than ever, as it can be a real ‘make it or break it’ experience for customers looking for quick answers in these uncertain times. I’m going to describe a retail bank’s response to this demand.

In this project, we have built a successful collaboration with the product owners: the client is involved in the content curation process, adding new and amending existing questions and answers, while Creative Virtual deals with the AI related and more complicated tasks, such as NLP (natural language processing), semantics and approvals. However, this workflow can be easily altered at any time, and we can step in to manage and take care of the content completely if this is required.

The product owner of the virtual agent also works closely with their live chat department, enabling the bank to fully optimise their virtual agent content based on their live chat agents’ feedback. This is an extremely beneficial symbiosis – by this continuous cooperation, the virtual agent takes the pressure off the live chat centre and the live chat agents can improve the performance of the chatbot. In early March, after having sent the initial quick review of coronavirus user inputs, there was a very speedy and effective response from the bank. Based on the analysis provided by Creative Virtual, plus their call centre and live chat feedback, they were able to identify the most frequent (and pressing) queries and produce new FAQs for the virtual agent to cover these. This content was placed under a dedicated new FAQ category and also displayed as start content, to make it fully visible and accessible for users.

In this way, the retail bank was really successful in promoting their active ownership of the situation at an early stage. These times can be a dividing line for the marketplace, as reactivity and speed of solution delivery can really win customers’ trust; and a vague general information or a Contact us page won’t help, as each user is looking for a precise answer matching their individual needs. In these unprecedented times, I have found myself reaching out for specific information, often at odd times of the day, and even well-established companies are failing to fulfil the demand to provide effective customer self-service tools. With everything being up in the air, customers are simply not in a mindset to browse through the Help pages, which seem like a maze when searching for that tiny bit of crucial information they need.

As events unfolded, our product owner at this bank was extremely strained due to the high number of customer queries coming through their call centre and live chat departments, thus asked us to take over. This is one of the benefits of our orchestration platform and AI solutions – our clients can look after their own virtual agent, but it doesn’t have to be forgotten and left alone if they suddenly need to put their internal focus elsewhere. The Creative Virtual team can always step in and provide full-service support in these situations to keep the virtual agent regularly updated at especially critical times.

One of the other benefits of our flexible workflows, strong collaborations and close relations with our clients is that we can reduce our turn-around times significantly. As Knowledgebase Engineers work on different projects, we can bring over discoveries to other projects and work on targeted content updates very effectively. I love looking after several projects, as I always get fresh ideas and it’s never a dull day. During this pandemic period, we have created special coronavirus related knowledge packs which are quite easy to implement in multiple projects, so our completion time of required updates became very low. By being involved in and managing these different datasets, we see a more holistic view of user behaviour patterns and can suggest ways to improve customer experience accordingly.

This is a fast-paced period – as things develop, more and more content needs to be amended so the virtual agent is being optimised continuously. However, this client uses a smart approach to deal with rapid changes to sustain the high level of quality answers. In cases when certain FAQs might need to be updated weekly (or even daily), there has been a switch to use reassuring and supportive language, describing the nature of uncertainty of the topic and inserting a link to the appropriate websites (both bank and government sides), where customers can keep an eye on regular updates. Our stats show a high customer satisfaction on these virtual agent answers. Being able to understand the question and deliver an appropriate link to the right section of the website is already enough to give users peace of mind.

Based on this observation, another way this retail bank is maximising their virtual agent has been using it to promote other self-service options on their website to customers. Whenever they have options such as online application platforms, downloadable dispute and refund forms and so forth, the virtual agent will deliver an answer that proactively guides customers to these sections. By updating and adding FAQs to handle these queries too, they have been able to take more pressure off their overly busy contact centres.

With these steps and high level of responsiveness, this retail bank continues to provide immediate support to their customers through their Creative Virtual powered chatbot. Available 24/7 and able to handle thousands of real time user queries simultaneously, the AI-enhanced tool is giving some comfort and peace of mind to customers in these uncertain times.

If your organisation could benefit from offering your own virtual agent, check out this Best Practices Whitepaper from destinationCRM on selecting a virtual agent for your self-service project. You can also request a personalised demo to see how Creative Virtual’s solutions can fit with your internal workflows to improve the self-service you offer.

Helping Financial Organisations Deliver 24/7 Customer Support: Part 1

By Laura Ludmany, Knowledgebase Engineer

We are experiencing unprecedented times and the world is rapidly transforming with loads of uncertainty arising day by day. Our normal routine has changed, and we need to get used to dealing with coronavirus related situations and disruptions. Naturally, we are all seeking reassurance, guidance, help and support.

At Creative Virtual, we monitor our deployments continuously, and our tools are very sensitive to quick changes. We can always clearly see social patterns and trends being reflected in the usage of our virtual agents. During crisis times, no matter how big or small, the usage stats always jump up and the vast majority of the increase can often be attributed to those recent events or announcements.

In the last 4 weeks, on average, the traffic of our banking virtual agents has doubled. We could see a huge increase in usage during other crisis periods in the last 6 months (such as the Thomas Cook bankruptcy in September and Brexit related queries). However, this huge spike is unrivalled. As we kept a close eye on incoming stats, I sent a quick review to my clients of user inputs mentioning coronavirus and synonyms at a very early stage.

As the situation developed, organisations had to react quickly to changes and provide instant support and help to their customers. A quick and initial solution was to add a general FAQ for coronavirus, with high priority, meaning that single keyword would pick up any virtual agent inputs containing the word ‘coronavirus’ (even if the question contained other recognisable words, such as ‘loans’). In these times, a proactive approach by financial organisations can really make a difference to customers, as everyone wants to feel reassured instantly and see how their bank copes with the crisis. With this quick coronavirus keyword solution, customers who reached out to their bank through Creative Virtual powered chatbots, could see the responsiveness of their bank and could be guided to the general ‘Coronavirus Hub’ FAQs.

The next question organisations had to figure out was what customers were really asking for, in regard to the pandemic, to be able to provide self-service options (both through their virtual agent and other website updates). Within a few days, one of the banking virtual agents I look after had more than 3,000 recorded user queries around the crisis. All of these user queries were recognised by our high prioritised keyword and allowed me to start our analysis and content tuning. In these times, when call centres and live chat agents are under immense pressure, having thousands of customer questions being handled by an automated 24/7 service is invaluable.

I find it fascinating to work on these queries and look for patterns. After cleaning the data and removing very general inputs about ‘Coronavirus’, we could identify 9 main topics users are after. Some of these topics were expected, such as credit card and mortgage payment holidays. However, we also identified topics which we initially haven’t thought about, such as travel, holiday and flight cancellations and premium club cinema ticket expiry dates. This analysis and suggested list of FAQs/topics were sent to the client. This insight was extremely helpful and enabled them to act quickly, reaching out to all internal departments of the company in order to update both website and virtual agent content accordingly. Within 48 hours, the company’s virtual agents (deployed across multiple branded websites) were able to provide instant and appropriate guidance and support to all these coronavirus related questions and hopefully give a bit of comfort to users who are looking for answers to their questions in these uncertain times.

The increases in virtual agent traffic our customers are seeing isn’t only coming from coronavirus questions, though. Due to lockdowns, stay-at-home measurements and customer care centres’ increased waiting times, people are more likely to reach out to virtual agents generally – and here comes a personal story!

As I was chatting with my brother last weekend, he was complaining that he couldn’t get to speak with a live chat agent either on the banking app nor the website, and he needed his IBAN urgently (I would say, typical user behaviour – an IBAN is badly needed, 9pm on Saturday!). He happens to be a customer of the very same financial organisation this blog post is about, so this is an insight into a real-life customer. I explained to him, with great care, that live chat agents are very likely to be not working at this time of day, and then I proudly guided him to the virtual agent I’ve been working on for years now. After asking ‘What’s my IBAN’, he was overly impressed as he managed to find it immediately. I have encouraged him to use the virtual agent frequently, without sparing good feedback. Also, this was the first time I could demonstrate my actual work as a Knowledgebase Engineer to my brother!

The recently added Coronavirus FAQs are triggered thousands of times weekly (sometimes daily), but there is also a general trend of people increasingly interacting with our virtual agents for help with a variety of topics, which continues to prove their value. We keep monitoring performance to discover more and more topics, so we are able to better help people as we are all in this together.

For some more information about the benefits of using virtual agents to support customers during this uncertain time, check out Part 1 of this blog series on self-service. You can also request a personalised demo to see first-hand how this technology, and Knowledgebase Engineers like myself, can help your organisation improve your self-service.

Delivering Self-Service During the COVID-19 Uncertainty, Part 3: Supporting Employees

By Chris Ezekiel, Founder & CEO

So far in this series we have discussed using chatbots, virtual agents and conversational AI to offer easy-to-use customer self-service (Part 1) and as an Agent Assist tool to support contact centre agents (Part 2). In this third and final instalment, let’s explore how this technology can be used to deliver a positive employee support experience.

Organisations of all sizes and across all industries are being faced with difficult decisions as they work to keep employees safe during the COVID-19 pandemic. Supporting employees has become more important than ever before and, at the same time, more challenging than ever before. With new regulations and policies around social distancing and quarantines, companies are suddenly faced with entire workforces working from home, reductions to just essential employees and the temporary suspension of in-person interactions.

Luckily there are digital tools organisations can put in place that will help employees navigate this ‘new normal’ and improve productivity and efficiency. AI-enhanced chatbots and virtual agents empower employees to self-serve when and where they need support. This both improves the experience for employees and reduces the pressure of staffing human-assisted channels, such as internal support desks and helplines, to deal with increased demand.

The flexibility of conversational virtual agent technology lends itself to a wide range of successful employee support use cases. Here are a few that are especially relevant to support employees in the current uncertain situation:

  • IT supporthelp desk requests, system access and password resets, application support – Employees transitioning to working from home will inevitably have questions, especially if they are using technologies with which they are unfamiliar. There are lots of entertaining stories about technical fails circling the internet, like this story of a boss accidently changing herself into a potato during a videoconference. Finding the humour in these very relatable situations brings us together and is important during such a stressful time. What is not funny for employees is when they can’t get the technical support they need to do their jobs. A chatbot or virtual agent gives them 24/7 access to self-service so regardless of when they run into problems, they can find information and step-by-step troubleshooting guides to help resolve their issues.
  • HR support company policies/procedures support, time-off requests, payroll questions, expense report assistance – In response to the coronavirus pandemic, many companies have put new policies and procedures in place for employees or made updates to existing ones. With so much new information – combined with new working and family routines – employees can benefit from a way to easily get their questions answered. Virtual agents remove the need for employees to search through an entire policy document for a specific piece of information by instantly pulling out the relevant content for them. The technology can also be set up with a handhold feature to guide employees through the completion of forms and HR-related requests.
  • Staff support documentation support, staff training, product guides, device/machine support – This third category covers a wide range of specialised use cases. Organisations are being faced with the challenge of supporting employees digitally – in some cases for the first time ever – and should explore how an internal-facing virtual agent may be able to help them do that. Everything from training programmes to product guides to documentation assistance lend themselves well to intelligent automated support. With options to integrate with Single Sign-On (SSO), employee profiles, knowledge management platforms and other backend systems, these tools can provide an extremely personalised experience for employees.

Take a look at this Customer Success Story from a large government department that has been reducing their internal service desks costs and improving employee productivity with a virtual agent for several years.

I mentioned in Part 1 that chatbots and virtual agents are not only cost-effective tools for providing digital self-service, but that they can also be deployed quickly with a high-level of performance. That quick timeline is hugely important for organisations now as they rise to the challenge of delivering quality service and support. Here are a few recommendations to keep in mind:

  • Do your homework – It’s natural during stressful, uncertain times to act on feelings of panic. Unfortunately, that can lead to decisions that aren’t thought out and ultimately compound the problem. Even if you are moving forward with a virtual agent project quickly, still take the time to do your homework. Make sure the solution you are selecting will work for your organisation’s goals and internal structure. A basic or off-the-shelf chatbot may sound good because it’s super fast to deploy, but will it be able to accurately and consistently answer the questions your customers, agents and/or employees are going to ask? A DIY solution may have an attractive price tag, but do you have the internal expertise and time to build a tool that will provide a positive experience for users?
  • Look at the bigger picture – Even if you’re starting with a small, very specific chatbot deployment you still need to consider how it fits into your larger digital strategy. Select a solution that you will be able to expand and can be integrated with other channels and systems (such as live chat, voice technology, personalised account information, ticketing systems, etc.). Even if you aren’t looking to create a scalable and robust tool right now, you want to have the ability to easily do that down the road. Failure to identify the role of a virtual agent in the overall customer or employee experience often leads to organisations wasting time and money on a project that they end up replacing. If you have an existing tool that isn’t performing well in the current situation or doesn’t fit with the new digital reality of your company, now is the time to upgrade it. The good news is, you won’t have to start a new project from scratch. And that brings me to my third tip. . .
  • Use what you already have – The best way to jumpstart the development of a new chatbot or virtual agent is to use data that you already have as initial training data. This may be live chat transcripts, call centre transcripts or existing chatbot projects. When you are selecting a vendor to work with on your project, make sure to ask if and how they can leverage your existing data to fast-track the development process and give the virtual agent a high level of accuracy from day 1.

If you are looking for industry research to help you with your business case or strategy, be sure to download the recently released ContactBabel report The Inner Circle Guide to AI-Enabled Self-Service. It is a long report but provides valuable insights from consumers on their preferences and usage of self-service channels as well as use cases and results from organisations currently offering self-service options.

When you’re ready to get started on your own chatbot or virtual agent project, the team at Creative Virtual is available and prepared to help you meet your self-service goals – request a personalised demo here.

Delivering Self-Service During the COVID-19 Uncertainty, Part 2: Supporting Contact Centre Agents

By Chris Ezekiel, Founder & CEO

In Part 1 of this series, I talked about the immense pressure organisations are under to deliver quality service and support over digital channels during this period of coronavirus-related quarantines, lockdowns and stay-at-home orders. We took a look at some of the benefits of using AI-enhanced chatbots and virtual agents to offer customer self-service. In Part 2, let’s explore how this technology can be deployed as an Agent Assist tool to support your contact centre agents.

No matter where you are in the world or the nature of your business, your contact centre is now dealing with a new reality. For some, this may mean supporting agents working from home. For others, it may be working out the logistics of social distancing and new policies to keep employees safe while in the office. Many organisations are also dealing with an increased number of calls, emails and live chats coming into their contact centres. Despite these disruptions and a bigger workload, agents still must deliver a positive experience to your customers.

Providing contact centre agents with desktop conversational AI as a knowledge source gives them an extra edge in providing customers with quick, competent service. Agents have access to a virtual agent that understands questions asked in natural language. This means agents can type in queries using the same language as the customer they are assisting, instead of having to remember the relevant keywords or phrases to find the information they need. The virtual agent can also be set up to understand internal abbreviations and acronyms commonly used by agents to make it even easier to access the right content quickly. The tool acts a virtual supervisor, giving agents instant access to information and step-by-step guidance through procedures and processes that is current and up to date.

Here are a few benefits of having an Agent Assist tool to support contact centre agents in the current uncertain situation:

  • Reduce average handing times and improve first contact resolution – Average handling time (AHT) and first contact resolution are always important metrics for contact centres. However, they are more important than ever during high volume periods, and it’s essential that they be addressed hand-in-hand. Reducing AHT but not solving those customers’ issues benefits no one. It leaves customers frustrated and dissatisfied and usually results in them reaching out to your contact centre again. An Agent Assist virtual agent gets your agents to the correct, complete information they need quickly, thus cutting back on length of calls and improving the quality of resolution.
  • Provide agents with alerts and instant access to updated, time-sensitive information – As mentioned in Part 1 of this series, things are changing rapidly in many parts of the world with new government directives and updated company policies being issued all the time. The Agent Assist desktop can be configured to provide agents with real-time alerts about important updates and announcements, so they are always in the loop even if they are working remotely. With the ability to update the virtual agent content quickly, organisations can also ensure agents have consistent access to time-sensitive information and the most recent versions of procedures and policies. This helps you improve consistency and compliance across the contact centre as well as the customer experience.
  • Reduce training time for agents – Some businesses are dealing with the increased pressure on their contact centre by reassigning employees from other areas to field customer questions or taking on new agents. This creates an additional challenge of training those people quickly and efficiently. Using a virtual agent in your contact centre reduces training time because it gives all agents the information they need right at their fingertips. The tool is easy to use, doesn’t require agents to remember specific keywords or abbreviations, and can provide step-by-step guidance through procedures, applications, etc. New agents, and seasoned team members, don’t need to worry about retaining the content because they can easily access it as they are interacting with customers. This enables you to focus training more on the best ways to have those interactions and deliver compassionate, emotionally intelligent engagements – which is more important than ever right now.

A great resource for organisations thinking about using conversational AI to support agents is the whitepaper A Chatbot for Your Contact Centre. It provides tips for selecting and implementing a conversational platform that fits with the needs of your organisation as well as best practices for deploying and maintaining an Agent Assist tool. Also included are contact centre specific questions to ask when evaluating different virtual agent offerings.

Coming up in Part 3 of this series on self-service, we’ll take a look at how virtual agent and chatbot technology can alleviate some of the stress of supporting a remote workforce. I will also share my top recommendations for getting new virtual agent projects deployed quickly and upgrading existing tools that aren’t performing well.

Ready to get started on your Agent Assist project? As always, the team at Creative Virtual is available and prepared to help you meet your contact centre goals – request a personalised demo here.

Delivering Self-Service During the COVID-19 Uncertainty, Part 1: Supporting Customers

By Chris Ezekiel, Founder & CEO

We are currently living in unprecedented times as countries and communities around the world deal with quarantines, lockdowns and stay-at-home orders because of COVID-19. Businesses and brands of all sizes and across industries face new challenges as offices and physical locations close. For some, the flexibility and robustness of their digital strategy is going to play a key role in how, and if, they emerge on the other side.

Organisations are now under immense pressure to deliver quality service and support over digital channels. This includes the need to answer coronavirus-related questions as well as the usual queries about products, services, policies and procedures. Many are looking to fast-track projects that are already in progress or are re-evaluating strategies to add new projects that can be actioned quickly.

Advancements over the past several years in conversational AI technologies, including chatbots and virtual agents, have made them a go-to solution for providing cost-effective and easy-to-use support on digital channels. They also give organisations the opportunity to get self-service projects both deployed and performing well quickly. By working with an industry vendor that provides a combination of technology and implementation expertise and support, companies don’t need to worry about having that knowledge internally to get started.

When talking about self-service virtual agents, the first use case that usually comes to mind is customer service. That’s the capacity in which these solutions first got their start, but companies shouldn’t overlook the benefits of using this technology within the contact centre to support agents as well as to provide self-service for employees in areas such as HR and IT support. As many companies deal with the sudden switch to supporting a remote workforce, exploring these internal-facing solutions is more important than ever.

In Parts 2 and 3 of this series, we’ll take a closer look at using AI-enhanced virtual agents to support contact centre agents and your employees.

First, let’s explore some benefits of using a chatbot or virtual agent to provide self-service for your customers. There are lots of published statistics and success stories that prove the business value of this technology. Here are a few immediate advantages organisations will gain from deploying an AI-enhanced chatbot or virtual agent to support customers in the current uncertain situation:

  • Available 24/7 – For much of the population, the usual daily routine has flown out the window as we transition to working remotely, home schooling our children and supporting more vulnerable members of our family and neighbourhoods. Having to keep track of your company’s contact centre hours is one of the last things your customers want to have to do. A virtual agent gives them instant access to the information and support they need at any time of the day or night, and without the need to find a quiet place to have a phone conversation with a real person.
  • Up-to-date information – Things are changing rapidly in many parts of the world as governments issue new instructions for businesses and leadership teams adjust policies and procedures to keep customers and employees safe. Quality virtual agent solutions enable a quick update of the tool’s content so customers can access the most up-to-date information available. The technology can also enable you to deliver customised information based on factors such as location to provide tailored answers to customers.
  • Relieve pressure from live agents – Contact centres are being overwhelmed with calls, live chats, emails and social posts from customers as COVID-19 related questions are added to the usual mix of regular queries. By adding a conversational self-service solution, companies can relieve some of that pressure from contact centre agents by giving customers another option. A virtual agent can successfully engage with an unlimited number of users at the same time and frees up live agents to assist customers with more complex issues or who want to talk with an agent.

For organisations new to the idea of deploying a virtual agent or those who are unsure how to take the first step, destinationCRM’s Best Practices Series on How to Select a Chatbot or Virtual Agent for Your Self-Service Project is a great place to start. It outlines actionable tips on selecting a solution that will positively impact your customer care.

Coming up in Part 2 of this series on self-service, we’ll take a deeper dive into using a virtual agent as an Agent Assist tool to support contact centre agents. And in Part 3, we’ll take a look at how the technology can alleviate some of the stress of supporting a remote workforce by giving employees reliable self-service options. I will also share my top recommendations for getting new virtual agent projects deployed quickly and upgrading existing tools that aren’t performing well.

Ready to get started on your self-service project? As always, the team at Creative Virtual is available and prepared to help you meet your self-service goals – request a personalised demo here.