Tuesday, March 4, 2014

A Trusted Telecommunications Company Positions a Virtual Agent to Reduce Support Incidents Rate without Sacrificing CSAT

Above is a visual representation of how a leading provider of Home Phone, High Speed Internet, and Wireless Digital TV services positioned a Virtual Agent to preempt the "Contact Us" page. By doing this, the volume of calls, emails, and chats into the Contact Center were cut in HALF!

Here are some keys to success that work for trusted brands:
  • Select a Virtual Agent that is Interactive and Diagnostic to have the best chance at increasing First Contact Resolution (FCR). 
  • Position the Virtual Agent so that it pre-empts the Contact Us page and other channels.
  • If you are not sure what people may ask, deploy an empty Virtual Agent to find out.