Monday, July 14, 2014

Virtual Agent in Action: User Navigates to the Correct Solution Quickly

Happy Monday! Not too long ago, noHold created a quick demonstration video. In this example, a user encounters an issue with his account. Instead of contacting the company directly, he opted to use their self-service solution.    

As you can see, a Virtual Agent is a user-friendly way for consumers to find the answers to their questions without having to wait for an agent to become available. Additionally, if users elect to use a Virtual Agent, it reduces the volume of calls to the Call Center, in turn cutting the costs. It is a win-win situation for all parties: the customer gets the answer they need while being immersed in an interactive customer experience, and companies deliver outstanding customer service without over paying. 

Does your company's contact center get the same frequently asked questions multiple times a day? Do you think automation will help achieve that 'win-win' scenario?

For more information on self-service solutions, please check out our website: