CRM: Robo Reps
• High-risk customers: Through a series of conversational interactions, the virtual agent can determine "high-risk" issues, such as requests to cancel service. Depending on the company's internal best practices, the customers can be "intelligently escalated"—along with full context of the virtual agent conversations—to a CSR who can engage directly with the customer. In this scenario, customers use a hybrid of virtual agent technology and the call center.
• Continuous improvement: When new products are introduced, virtual agents can engage with users and capture common points of confusion, suggestions for improvement, or even potential product flaws and present these to management via trending topic reports that monitor all customer conversations. Once the issue is identified and resolved, virtual agents can be "trained" to resolve these issues for future customers.
Progressive companies leveraging a variety of service and support channels—including virtual agent technology—are not only providing customers with a superior service experience, but also keeping operational costs in control. Virtual agents are predicted to become the industry standard within three to five years, and the companies already offering customers the most innovative technology to address their service needs will not only have the most advanced service centers, but also years of cost savings under their belts to invest in the newer solutions.