Organizations everywhere know what it’s like to have their customer service teams be overwhelmed with calls and queries, wishing they had more agents available. Because these times of stress aren’t always predictable, it’s not cost effective to have more agents than needed in the slower times. Now, AI is advancing at such a rate that you can now train a Virtual Agent to handle customers the same way that a human agent can. This might seem too good to be true, but technologies like Genesys Virtual Agents allow for more personalized and helpful self-service interactions. These agents are supported in both voice and digital bot flows.
That sounds great, but maybe your current team is getting by okay. Why should you add a DiRAD Virtual Agent (DiVA) or Genesys Virtual Agents alongside your existing customer experience team?
Overall Improved Customer Experience
Virtual Agents can provide around the clock support, ensuring customers get the help they need, no matter their time zone or schedule. “Genesys Virtual Agent uses artificial intelligence (AI) technology to understand customer questions, provide accurate responses, and gather and surface relevant information before it’s needed.” It can do this nonstop in the background, enabling self-service across your digital channels.
They personalize the interactions by analyzing customer data to then offer tailored recommendations and solutions. By leveraging journey insights you already have, Virtual Agents can improve customer sentiment quickly by making them feel special. This translates to a loyal customer for life.
Increased Efficiency and Cost Savings
The use of Virtual Agents isn’t intended to completely replace your human agents. This service handles all the simple queries and tasks instantly, freeing up human agents to handle more complex issues and reduce wait times. Because of the nature of a virtual agent, they can easily handle increased customer volumes without requiring additional staff or adding additional stress to the staff you have on the clock.
It should be mentioned that Virtual Agents also eliminate some of the ‘human’ element that you don’t want. For example, avoiding human errors and emotional escalations that can sometimes happen in a more heated customer service exchange. Your Virtual Agent will never lose their patience with an irate customer. They provide a consistent level of service that increases efficiency and ultimately saves your team money and time.
Enhanced Customer Satisfaction
Through data-driven insights, Virtual Agents can collect valuable data on customer interactions to help your business identify trends and improve your service. This data collection also helps improve the functioning of the virtual agent itself because it can start to anticipate customer needs and offer proactive solutions.
By also being able to seamlessly offer omnichannel support across chat, phone, or email, and offering quick solutions, virtual agents can directly enhance your brand’s reputation. Leading to more positive reviews and loyal customers.
Instant Language Support
A benefit that you may not have considered is that virtual agents can be used for multilingual support. Using the same Natural Language Understanding offered by the Virtual Agent, your customer can choose their language on the fly. This can not only expand your customer reach but help you avoid frustrating customer interactions and negative reviews.
Improve Agent Health/Productivity
Supplementing your customer service team with virtual agents increases the productivity of your human agents by freeing their time to focus on more strategic tasks and complex issues. Not to mention removing a significant portion of their workload, reducing stress on human agents and avoiding agent burnout.
Technological innovation can be scary, because it’s never been done! It’s good to remember that technology, AI-especially, is there to work for you. Use DiVA or Genesys Virtual Agent for improved customer service continuity, reduced resolution times and seamless and informed transfers to human agents. Let the technology automatically summarize bot conversations and improve every aspect of your customer’s experience.
Interested in seeing how you can use Virtual Agents in your customer service workflow? Contact us today.