3 Ways Virtual Agents Can Boost Call Centre Efficiency Related Articles What Are Virtual Agents? Benefits and Getting Started The Magic of Virtual Assistants and Their Impact on Customer Service Virtual Call Centres and the Future of Call Centre Work Discover the Benefits of a Virtual Agent © Rogatnev - Adobe Stock - 376615689 291 Filed under - Guest Blogs, Talkdesk Miguel Caetano discusses how virtual assistants can benefit the contact centre and customers. Self-service is a hot topic in the call centre industry. From knowledge bases to virtual agents, the potential disruption that a solid set of self-service applications can bring to contact centre efficiency and customer experience is unquestionable and justifies all the buzz. With artificial intelligence (AI), especially speech technologies, becoming more mature and commoditized, the scope and possibilities for self-service and conversational tools like virtual agents expand like never before. It is no surprise that, according to Gartner, the top three emerging technologies expected to have the biggest impact on customer experience (CX) projects in the next three years include AI (53%), virtual customer assistants and chatbots (39%). Using AI-powered virtual agents, companies have 24/7 customer assistants autonomously solving customer issues with a conversational experience, directly impacting three aspects: 1. Reduced Costs Virtual agents solve and deflect contacts that otherwise would be answered by live agents, meaning the contact centre can divert or reduce its resources and costs. The direct impact of virtual agents varies depending on cost structure and the percentage of use-cases that can be automated. For a contact centre with 2M calls per year and a 40% automated use-cases, savings can average $2.1M – according to Talkdesk research. 2. Increased Customer Satisfaction (CSAT) Most customer questions are routine and defined and should not require interaction with an agent. Virtual agents are perfect tools to help customers with these common issues and avoid queues and wait times when trying to reach available live agents. Additionally, virtual agents can provide sustainable 24/7 support for many contact centres. 3. Empowered Live Agents Miguel Caetano Free live agents from repetitive tasks and engage them in becoming experts in complex interactions. With more time to train, agents will master products and processes, becoming more efficient in solving even the most difficult issues. With self-service becoming ever more popular across customer demographics and the resilience of voice as a preferred channel, virtual agents stand out as the tool that fulfils the self-service promise of saving contact centres millions through automation. This blog post has been re-published by kind permission of Talkdesk – View the Original Article For more information about Talkdesk - visit the Talkdesk Website About Talkdesk Talkdesk is a global customer experience leader for customer-obsessed companies. Our contact center solution provides a better way for businesses and customers to engage with one another. Find out more about Talkdesk Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: Talkdesk Published On: 22nd Sep 2020 Read more about - Guest Blogs, Talkdesk Recommended Articles What Are Virtual Agents? Benefits and Getting Started The Magic of Virtual Assistants and Their Impact on Customer Service Virtual Call Centres and the Future of Call Centre Work Discover the Benefits of a Virtual Agent Related Reports Report: The Future of Retail Customer Service Report: UK Contact Center Verticals - Insurance Guide: Creating a Culture of Compassion in Retail Contact Centers Report: UK Contact Center Verticals - Finance Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter