For a while, Virtual Assistants have been making a significant impact on business strategy. The role they are playing has expanded beyond the typical customer support paradigm, and moved into many different business units. Analyst firms and publications are agreeing that business leaders need to have a strategy for incorporating Virtual Assistants, whether it be for support, pre- and post-sales, internally, customer experience, etc.
One of the benefits of deploying a Virtual Assistant is the decrease in call center interactions. “Organizations report a reduction of up to 70
percent in call, chat and/or email inquiries after implementing a VCA,
according to Gartner research. They also report increased customer satisfaction
and a 33 percent saving per voice engagement.” (Gartner) noHold has also looked at similar analytics from a Telco customer of ours. Before the Virtual Assistant was implemented 65% of people who went to the 'contact us' page ended up calling the company. After the Virtual Assistant, that percentage went down to 30%. Over half the calls were handled by the Virtual Assistant, and at a fraction of the cost.
Gartner has made some positive predictions for the future of AI as well:
- According to Gartner, "25% of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020."
- "By 2020, 30 percent of all B2B companies will employ AI to augment at least one of their primary sales processes."
Interested in learning more about Virtual Assistant technology? Feel free to send an email through our contact page and I would be happy to help you out.
Cheers!
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