“by the year-end 2013, at least 15% of Fortune 1000 companies will use Virtual Agents”. Already Virtual Agents have been adopted by many household names.
We have all noticed the dramatic shift in conventional communications, where a letter, an email or a telephone call used to be the primary method of a customer seeking support or guidance, we are now directed to the internet for support, where many companies centralise their support efforts, and, are using a Virtual Agent to make a difference.
As companies grow so does their support services, with call centres and increased staffing the costs are certainly material, with many business reporting static costs in the region of $10 to $15 per support instance, just to answer the phone.
Even though many people prefer to communicate person to person, even this method of interaction has its issues, including; Long wait times and customer call costs, that is why Virtual Agent and “self serve” support solutions have been recognised by many organisations as an ideal medium to not only offer an immediate response to a customer’s enquiry, therefore improving the level of satisfaction, but also, to dramatically reduce the number of calls arriving at their call centres, consequently driving costs down and service levels up.