"While reading this sentence, hum your favorite pop tune while writing down the first 15 prime numbers, in order.
Those are three tasks, easy to do separately, basically impossible to do at the same time. If you try, you'll just end up slicing each one into little bits and alternating, almost certainly decreasing the speed and quality of work of each" (Cognitive Load).
It is hard to do things all at once. Seth Godin recently wrote a blog referencing cognitive load, and mentioned that too many distractions can result in unproductive work.
The same concept holds true in regards to website designs, especially support sites. It can be frustrating to navigate through support sites that offer so many options (live chat, phone numbers, emails, etc) and you don't know which one is the right option for you. By implementing a Virtual Agent, it can streamline support and customer service so your customers can get to the correct information, in the fastest amount of time. Think of a Virtual Agent as the concierge to your website.
When creating a support site, it is important to keep the user in mind. Eliminating distractions and/or adding productive distractions helps customers get the best use out of your support site. The end result is a reduction in volume to costly channels, less queue pollution, and increased Customer Satisfaction, among other benefits.
How is your support site set up? Have you thought of a 'concierge' approach as visitors enter your site? Why not ask one simple question such as "how can I help you?"