CRM: Robo Reps
One Size Does Not Fit All
Intelligent virtual agents are not able to replace human interaction, live chat or email, but they enhance existing channels of customer service. Companies that understand the concept of "one size does not fit all" and offer their customers a variety of service and support choices are most successful at addressing their customers' online service requirements, while balancing their own needs to keep operational costs in control.
Let's take a look at a variety of customer types and service/support scenarios and the way virtual agent technology can make other service channels, such as the call center, more efficient.
• Contemporary Web-savvy customers: These customers prefer to use sophisticated online self-service, no matter how complex their issues. They will do everything possible to do it themselves. In this scenario, offering a pure virtual agent service channel is optimal for both the customer and the company. Today's advanced NLP capabilities allow intelligent virtual agents to handle even the most complex technical troubleshooting problems.
• High-volume/standard requests: The virtual agent acts as the first point of contact to help users resolve issues in a timely manner, without engaging a human. If customers are looking to address a common support need, such as how to change a billing address, access a bill, understand how to use a product, change online account settings or find the status of an order, a virtual agent can guide them through the process on the spot. A virtual agent can also be integrated with back-end systems to allow it to take actions on behalf of the user for a more personalized experience—e.g., show order status, upgrade to a new service plan or change account settings.
• Avoiding the frustrated user: Companies can add a social protocol to virtual agents that detects when a customer expresses frustration, when the elapsed time to resolve an issue is too long, or the number of times the user has requested to speak with a live person. In order to maintain high customer satisfaction in these scenarios, the virtual agent will pass the virtual conversation to a customer service representative (CSR), so the issue can be resolved. Rules that reflect your business and support policies can route escalations to live chat or live agent queues, or schedule a call back based on the context of the conversation. Tickets in Web-based support systems can also be automatically created by the virtual agent for additional follow-up.