AI World Conference & Expo 2018

AI World is getting closer. Next week, thousands of attendees will gather to learn how to use Artificial Intelligence to build a competitive advantage. noHold's CEO, Diego Ventura, will be speaking at the conference about automating customer service and technical support in call centers. Below is a short message from Diego: 

Hope to see you there!
www.nohold.com

noHold's CEO, Diego Ventura, Will Be Speaking at AIWorld's Conference in December 2018

AIWorld's third annual conference and expo is right around the corner! Over 3000 business and technology executives from all over will be coming together in Boston, Massachusetts on December 3^rd through the 5^th to learn how AI has impacted, and will continue to impact the enterprise.

Diego Ventura, CEO of noHold, Inc., is honored to be invited to speak at AIWorld. His session is on December 5^th during the 2:05 PM time slot. With almost two decades of experience with Artificial Intelligence, Diego has become a pioneer when it comes to automated support and Virtual Assistants. At AIWorld, he will be joining a discussion panel talking about how to automate customer service and technical support in the call center.

noHold has help many companies reduce Average Handle Time at the call center, while maintaining excellent customer service with the use of Artificial intelligence. Check out the following resources for more detail:

• Business Case: Agent facing Virtual Assistant
• Be a Call Center Superhero
• Managing Peaks in Call Center Volume

noHold’s AI Continues to Improve Efficiency in the Call Center

SICURA QuickStart™ is making it easier than ever for Call Centers to adopt bots

April 27, 2017, MILPITAS, CA – Since the launch of SICURA QuickStart, users have shared multiple ways they are using Albert (the bot created from existing documents). One use case that adds significant value to businesses is leveraging Albert in the Call Center. Recently, a globally recognized conference brand based in Long Beach, CA, created an Albert designed specifically to help Call Center Agents become proficient quickly, and compliant when answering customer questions.

This Call Center is responsible for providing technical support and customer care to people in multiple countries 24 hours a day, 7 days a week, all year round. After trying different methods and resources to help Agents, the Call Center Manager turned to noHold for help.

In the past, noHold has worked with large enterprises to implement Virtual Assistants in the Call Center, proving Artificial Intelligence works as a great resource not only for customers, but also Agents. According to a recent blog by Cisco, bots are included in the top ten technologies to consider for contact centers in 2017 (Cisco).  

Now, with SICURA QuickStart, the same concept can be applied using Albert, except no programming skills are required to create Albert and the implementation time is much quicker. The Call Center Manager was able to input all the content Agents needed to know about into one Word document, upload it to the QuickStart platform, and within minutes a bot was created. Agents are able to use Albert while replying to customers’ emails, and also while on the phone.  Specifically, the Call Center Manager achieved the following objectives: 

• They reduced the time to get an agent up to speed from one month to one week.
•  Agents were excited to get a tool that made their job easier and more fun, which decreased churn significantly.
• Since Albert delivers information to the agents’ fingertips in real time, AHT dropped by 12 points.
• Consistency and compliance of the information delivered by the agents improved significantly because agents were all leveraging one single source of information.
• Albert provides specific reporting on how many questions agents ask every day and what most of the questions are about. This helps the Call Center Manager make sure that the company is always ahead of what is needed to make the agents successful. 

In summary, Albert took less than an hour to set up and it paid for itself upon launch. Most of all, Albert helped the Call Center Manager with the constant challenge of onboarding and training new agents necessary to keep the Call Center fully staffed.

Diego Ventura, CEO and Founder of noHold says, “We believe that Albert is taking the Consumerization of IT one step further, empowering agents with the same sophisticated tools, such as bots, that people are starting to use in their daily lives.”

To learn more about how businesses can leverage Albert to improve Call Center efficiency, you can find more information here.

How to Leverage Artificial Intelligence in the Call Center to Improve Productivity

Businesses face many different challenges when it comes to the Call Center. We believe there are some definite use cases for bringing Artificial Intelligence into the Call Center to alleviate some of these pain points. 

Here are a few ways a Virtual Assistant that is available to your agents will add value to your business, and tackle some of the challenges that these professionals face.

First off, churn can be high in some call centers, which can be expensive for companies. It can take up to a month for new agents to train and become productive. Providing a bot for these new agents to access at anytime during a customer interaction, can make them better prepared to handle calls, in a shorter amount of time; making them be just as productive as seasoned agents.

Another important aspect of the Call Center, is for agents to know how companies want them to respond based on their brand. Having a bot that knows exactly how you want your agents to answer questions, increases consistency and compliance within the call center. 

Even seasoned agents can use some help, too. Sometimes agents need to know a little bit of information about a plethora of products and services. Having a bot there as a reminder, or to keep up to date on ever changing products can be a powerful resource.  

Some of noHold's enterprise customers have Virtual Assistants implemented for their Call Centers already and have seen advantages such as decreased Average Handle Time (AHT), increased customer satisfaction, lower churn, and more. Click here to learn more about this story. 

Using Albert, you can create a similar experience for your customers using a word document containing all the information you want your Call Center agents to know and uploading it to the QuickStart platform. Then, the information they need will be readily available right at their fingertip. 

If you are interested, here are a few links to magazines we have found that write specifically about the Call Center space.
http://www.connectionsmagazine.com/
https://www.contactcenterworld.com/
http://www.icmi.com/

Have a great weekend!

Setting Up a Virtual Assistant for Success: Prioritizing Positioning and Placement

The key to successfully deploying and maintaining an Enterprise Virtual Assistant is positioning. We have found Virtual Assistants that are easily accessible on websites compatible on any device and strategically promoted increase interactions, customer engagement and adoption, while reducing calls to the contact center.  

A top PC manufacturer was recently recognized for excellent web and social support, with a special kudos to their Virtual Assistant. The company has made positioning and placement of the Virtual Assistant a priority. The strategically placed Virtual Assistant has become a first line of support for customers seeking help through the web. 

Here is a compact list of some actions a top PC manufacturer takes to make the Virtual Assistant known by user:

1. Frequently Shares a Link via Twitter 

Image Source

Utilizing social media outlets to advertise the Virtual Assistant helps customers find support resources quickly and easily, while increasing visibility and adoption of the self-service tool. 


2. Includes a Link in Email Signatures

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When a customer does reach out to the contact center, the contact center agent email signature includes a link the the Virtual Assistant to encourage self-service adoption. 


3. Highlights a Link on the Technical Support Page

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Because the Virtual Assistant is geared toward technical support, a small description of the tool and a link are added to the support page. This helps customers better understand self-service, so they can make the choice to use it prior to other resources. Ultimately reducing the traffic to the Contact Center. 

Bottom line, if people don't know it exists; they wont use it. Making sure people learn about the self-service option is the best way to get consumers to use it as a resource. Positioning and placement play a huge role in making a Virtual Assistant seen. It is critical to prioritize positioning for success.
  

noHold A.I. Helps Security Software Industry Combat Microsoft Impersonation Scam

Photo Credit: tryjasonbond.com

October 27, 2015, MILPITAS, CA – The wide spread adoption of mobile, social, and E-commerce has businesses and consumers more worried than ever about cybersecurity and privacy. Major security breaches have caused distrust (Sony, Target, JP Morgan Chase), and Internet scams remain an easy way to steal account data and personal information (IRS impostors, social media scams, email viruses). Every year, cyber-attacks are increasing in volume, financial loss, and sophistication. Gartner sees an upward trend, estimating that the “global cybersecurity market will grow from $67 billion in 2013 to $93 billion in 2017” (TechCrunch).

One scam that has affected millions of people around the world is the Microsoft Impersonation scam. Since circa 2008, con artists have been reaching out to computer owners via telephone pretending to be part of Microsoft’s tech support team calling in regards to an infected computer. While offering fake security software protection for a fee, the hackers also take remote access of the computer to steal personal data.

According to Microsoft, in 2015 alone, over 3 million people will become victims and scammed out of $1.5 billion (ConsumerAffairs). Top security software companies are being proactive in leveraging Virtual Assistants to help educate PC owners about this issue. Metrics collected by noHold Virtual Assistants have (a) confirmed that people are asking about this issue (b) helped Security companies better understand the nature of the problem. More specifically, the Virtual Assistant helped noHold clients in the security software industry:

• Divert thousands of calls away from the call center.
• Provide effective solutions to consumers through their preferred channel.
• Protect thousands of customers from this scam.

“Cyber-attacks are the plague of the Information Age and it is important to band together to resolve this problem.  Our role is to understand how people who are affected by these issues perceive the problem and give them simple instructions to resolve it,” said Diego Ventura, CEO of noHold, Inc.

About noHold, Inc.

noHold is a privately held company established in 1999 and is headquartered in Milpitas, CA, USA (Silicon Valley). noHold is the acknowledged leader in Web based Self-service solutions with a mission to deliver real answers to real questions – real fast. Simple to use, easy to implement and as close to human as you can get, noHold turns automated customer support into cognitive customer interactions. noHold customers include Toshiba, Cisco and a host of industry leaders. More information can be found at http://www.nohold.com.

Press Contact

Veronica Cech

Marketing Associate

vcech@nohold.com     

408.946.9200 ext. 356

All other product and service names are the property of their respective owners.

BPOs Begin Leveraging noHold AI to Improve Efficiency in the Call Center

May 27, 2015, MILPITAS, CA – After the soft launch of noHold’s Call Center Virtual Assistant (CCVA) product for Business Process Outsourcers (BPOs), call centers around the globe are experiencing a streamlined method of delivering excellent customer support. noHold has recently received recognition from Gartner, one of the most reputable analyst firms in the industry, as a 2015 ‘Cool Vendor’ in Business Process Services for innovative customer management. This recognition, coupled with the recommendation that BPOs must automate in order to achieve non-linear growth and profitability validate the need for Artificial Intelligence in the call center.

Compared to noHold’s flag ship product, the CCVA is a Virtual Assistant used by call center agents to reduce average handle time, manage traffic spikes, and decrease training time and churn. Currently, over 5,000 agents are utilizing noHold’s CCVA within multiple call centers around the world. This technology is able to support products across a broad range of complexities from security software applications to highly sophisticated networking equipment.

Benefits for adopting a Virtual Assistant for BPOs include:

• Procedure Guidance - using noHold’s Natural Language Processor and Inference Engine to guide users through complex solutions without the need of creating scripts.
• Crowd sourcing - agents have the ability to contribute content and fill knowledge gaps quickly, on their own.
•  Provides a safety net - during peak call times (i.e. crisis, holiday, new product launch, etc.) a CCVA is always available, so Average Hold Time and customer satisfaction are not negatively impacted during critical spikes.
•  Consistent and approved content- analysts agree that lack of consistency and quality of content is one of the most common issues among BPOs. Virtual Assistants offer a single point of search while empowering brands to offer approved solutions

In speaking with industry experts from various BPOs, one executive said, “At my company, existing and potential clients are demanding value additions and innovations in the Customer & Technical Support solutions we provide. We see Artificial Intelligence that Agents & Technical Support Engineers can use to diagnose problems in real time while serving a customer a must have solution. This type of solution combined with a strong well trained support representative can assure that the customers’ needs are covered quickly, and accurately the first time.”

“It has been comforting to see such a quick market adoption for CCVA.  In only a few months thousands of call center agents have experienced the benefits of Single Point of Search and Procedure Guidance by leveraging content and resources already available to their company.  Analysts are asking for more automation at the Call Center, now BPOs have a way to get it without a risky investment.” -Diego Ventura, CEO and founder of noHold.

About noHold, Inc.

noHold is a privately held company established in 1999 and is headquartered in Milpitas, CA, USA (Silicon Valley). noHold is the acknowledged leader in Web based Self-service solutions with a mission to deliver real answers to real questions – real fast. Simple to use, easy to implement and as close to human as you can get, noHold turns automated customer support into cognitive customer interactions. noHold customers include Toshiba, Cisco and a host of industry leaders. More information can be found at www.nohold.com.

Press Contact

Veronica Cech

Marketing Associate

vcech@nohold.com     

408.946.9200 ext. 356

All other product and service names are the property of their respective owners

How a Virtual Assistant Can Help Your Company During Tax Season, Or Any Peak Season

Photo Credit: basehorinfo.com

With tax season among us, an increase in call volume is expected to follow for businesses in the financial services industry. One way to combat these support call peak seasons without have to break the bank is by leveraging a Virtual Agent to handle some of those issues. 

Last year we wrote about a leading stock transfer company that saw the benefits of leveraging their Virtual Agent during tax season. This year, they are expecting to see the same results. 

During the months of March and April, there was a significant spike in the number of interactions with the Virtual Agent compared to previous months. More and more people are looking to self-service options before grabbing the phone. 

With the help of the Virtual Agent, this company, and companies alike, are able to 

• Handle an increase in volume without the addition of more agents. 
• Save money on support costs
• Increase customer satisfaction by providing their consumers with the answers they need, when they need them.

What are some ways your call center tries to manage spikes in support calls? Do you offer self-service options, and if so, are they easy to find on your website?  

www.nohold.com 

The Benefits of a Virtual Agent for BPOs

Photo Credit: mycustomer.com

Outsourcing is not a new paradigm; in fact, many well-known and trusted brands leverage BPO vendors to successfully manage customer support, service, sales and more. 

In order to drive productivity and efficiency, companies turn to BPOs. According to the infographic from INFINIT-O on the left, companies are increasing the amount they spend on outsourcing, while in-house spending is remaining relatively constant. 

Leading analyst firms agree that Virtual Agents play an important role in a successful customer interaction, which bleeds into integration in the services that BPOs provide. Automation, profitability, and scalability are just a few of the challenges that Business Process Outsourcers face. And in a new era of smart machines, Virtual Agents offer a competitive advantage. 

Here are just a few use cases for adding a Virtual Agent to the BPO's existing portfolio of services:

1. Increase revenue by adding disruptive new offerings. 
BPO companies can offer their customers the Virtual Agent to provide a scalable solution that will continue to work as the company grows. The Virtual Agent can also be used to increase conversion rates and generate more leads by suggesting products or services in the appropriate context. BPO companies can also offer the Virtual Agent during peak seasons such as seasonal demand, new product offerings, or even natural calamities. 
By offering the Virtual Agent, BPO companies increase revenue, while providing their customers with the best services for their needs, when they need it.     

2. Increase efficiency at Call Center (lower AHT and training time).
By implementing a Virtual Agent, Contact Center Agents can ask the VA questions while on the phone with customers, follow business guidelines and procedures easily, and can rely on a single repository of information for correct and consistent answers.

3. Provide a competitive strategic advantage.
Leading analyst firm predicts that BPOs must adopt 'automation' to achieve non-linear growth. 

Whether a company adds a Virtual Agent to the existing in-house Contact Center, positions it on the Website as a self-service option, or your BPO vendor provides one for Contact Center Agents, it is a a cost-effective way to provide the end user with the new standard for customer service. 

What do you think about the future of the Contact Center? Do you see Virtual Agents empowering the Contact Center (either outsourced or in-house)?
www.nohold.com

Call Center Virtual Agent is Reaching Ratings of 91% Effectiveness

Recently, a long-time, valued customer of noHold chose to broaden their self-service options and implement a Call Center Virtual Agent into another one of their Call Centers, over seas.  Within the first few weeks that it has been live, it is already receiving a 91% effectiveness rating. (Effectiveness is measured in terms of if the user voted the solution to be very helpful or not.)  They are getting great use out of their Virtual Agent and are benefiting from the advantages the Virtual Agent has to offer. 

Does your company use outsourced Call Centers? Also, how do you train your agents to be knowledgeable and efficient all at the same time?

I'll leave you with this business case about a leading security software provider surpassing their own expectations of reducing Average Handle Time (AHT), churn, and second tier escalation by adding a Virtual Agent in their Call Center. 

www.nohold.com

Virtual Agent Tips and Tricks: Streamline Your Support Site Using a Virtual Agent

"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?" 

www.nohold.com

Virtual Agent Helps Handle Call Volume Peaks During Tax Season

As always, tax season is a stressful time, full of questions and concerns. It is also a time that tax accountants, stock managers, and the IRS get a high volume of calls flooding call centers about similar questions. Not only does this cost a pretty penny for the company answering the phones, but it also wastes the time of the consumer because they have to wait on hold until an agent is available to help them.

This season, Penny, a Virtual Agent from a leader in global stock transfers, helped to reduce the volume of phone calls/emails to their call center by answering questions regarding taxes. The top question asked this month was, “How do I get my tax statement/1099?” In addition to looking at the top trending questions, we compared this month’s number of interactions to a previous month’s and found a significant increase of over 20% more interactions.

Virtual Agents benefit the customer because they won’t have long hold times, and also benefit the company because the cost of support does not sky rocket during peak seasons. Virtual Agents like Penny also increase Customer Satisfaction and loyalty by providing quick, consistent, and compliant responses. 

Virtual Agents can help reduce traffic to the call center during tax season, and also during Christmas/holidays, health care reforms, company promotions, etc. When you need a quick response to a question, it is best to try self-service options first before waiting to get in contact with a live agent via phone or chat. 

How does your company handle spikes in volume at the call center? Do you promote self-service options first? 

www.nohold.com 

The Secret to Reducing Average Handle Time While Maintaining an Excellent Customer Experience

Here is a business case of one of the top security software companies in the industry. They were interested in reducing Average Handle Time (AHT) for call center agents, reducing churn, and reducing second tier escalation  by 35%. Check out the slideshare below to find out how implementing a Virtual Agent into their Call Center helped them to exceed their expectations. 

To learn more about Virtual Agents in the Call Center click here. 

Self-Service for The Affordable Care Act

On Tuesday, October 1, 2013 the health exchanges opened for the first time. The White House expects 7 million uninsured people to sign up during the six-month enrollment period. According to a recent Yahoo News article (Healthcare Exchanges Open Tuesday: What You Need to Know), 45% of people polled by Kaiser said they had heard “nothing at all” about the health insurance marketplaces mandated by the law. News all over the nation encouraged participants to “call” and ask questions. The news casters reassured the public that call centers were ready to take their calls. And of course, callers to the federal call center reported long hold times.

https://www.healthcare.gov/

Typical Questions – but this is just the beginning

§  What is the health insurance exchange?

§  Do I have to buy health insurance on the exchange?

§  How much does it cost?

§  How do people enroll?

§  Can the insurance prices change?

§  Will the enrollment website work?

The high level pieces of information found in the media or on websites are challenging to interpret. The public, as well as businesses, are affected in different ways. For example, rates and regulations vary by state; rates can change; and when more information is necessary individuals can read the full law for more details. The general public will be forced to call.

Why Self-Service?

The White House expects 7 million uninsured to sign up during a 6 month enrollment period. This does not include the addition of millions of people who just want information about the law and visit the site for research purposes. It also does not include the frequent return visits to the site for clarification on what is covered.

Virtual Agents have long been used to reduce the load and cost of the typical call center by encouraging end users to help themselves. During peak seasons, new releases, and in times of the unknown, consumers ask questions that can often be resolved online. Since Virtual Agents have become more popular,  the public is more comfortable with using such technologies not only as personal assistants, but to find quick solutions for customer service, support, and shopping.

Benefits of a Virtual Agent/Self-Service

Health service providers, insurance carriers, and pharmaceutical companies are now empowered to leverage Virtual Agents to answer questions related to the new Affordable Care Act. Virtual Agents help these businesses and non-profit groups to:

§  Be ready for the call spikes, and questions related to the Affordable Care Act

§  Respond to questions that could have Legal implications if answered incorrectly.

§  Respond 24x7. Knowledge about healthcare is mandatory, and we need it right now; especially when it involves small children, the elderly, or those with pre-existing medical conditions.

§  Communicate in multiple languages. Although English is the native tongue in the United States, Spanish and Asian among other dialects account for a large majority of your audience.

§  Understand what the public wants to know. Leverage built in metrics to analyze the most Frequently Asked Questions, identify areas for growth, and take advantage of opportunities to learn more about your audience.

§  Adapt rapidly. Not only can Virtual Agents learn from conversations, but by implementing VAs on a website, changes can be made quickly. No need to wait for website publishing cycles - a secure login to the VA provides the opportunity to make instant updates easily.             

Trusted brands across various industries have implemented Virtual Agents to reduce call center costs, increase Customer Satisfaction, and capture actionable intelligence. In a recent survey, 88% of respondents agreed that self-service tools had a major impact on resolving issues, and would likely recommend self-service such as a Virtual Agent to others.

https://twitter.com/HealthCareGov

When live chat is unavailable, when the phone queue is too long, or for quick information and guided help, Virtual Agents are ready.

About noHold Inc.

noHold is a privately held company established in 1999 and is headquartered in Milpitas, CA, USA (Silicon Valley). noHold is the acknowledged leader in Virtual Agent solutions with a mission to deliver real answers to real questions - real fast. Simple to use, easy to implement and as close to human as you can get; noHold turns automated customer support into cognitive customer interaction. noHold customers include Cisco, Lenovo, Dell and a host of industry leaders.

Website:  www.nohold.com

Blog: http://noholdinc.blogspot.com/

Twitter: https://twitter.com/noHoldAI

Facebook: https://www.facebook.com/noHold

Helpful Resources:

§  For more information about the Affordable Care Act visit US Department of Health & Human Services

§  Obamacare Enrollment: How do I sign up? http://finance.yahoo.com/news/obamacare-enrollment-sign-044100416.html

http://news.yahoo.com/health-care-exchanges-open-tuesday--what-you-need-to-know-221738118.html

© Copyright noHold Inc. 2013 All other product and service names are the property of their respective owners. This document is an independent publication and should be used for research purposes only. noHold is not affiliated with The US Government, The Affordable Care Act, or any other entity mentioned herein. 

Throwback Thursday: Call Center App, Then and Now.

Happy Throwback Thursday!
We all know Virtual Assistants (VAs) are great tools used by consumers on the web, but they can also be great resources for agents in the contact center. Some people would rather call support to get an answer to their problem than look online for the solution, so call center agents are necessary. But the cost for an agent to just pick up a phone call is pricey. To get the most bang for your buck, you want to make sure your call center agents are responding efficiently, making sure every customer is hanging up the phone fully satisfied.

Back in July of 2012, noHold and Dave Brown, the Founder and President of Support Center University and BolderView Systems, came together to present a webinar discussing how reducing the average handle time (AHT) by 80 seconds can equate to millions of dollars in savings . A business case was shared during the webinar describing how one noHold customer implemented a VA in the call center. The results yielded savings in the millions. About 70% of agents said they found the information they were looking for through the Virtual Assistant and reduced AHT by 80 seconds. Providing a Virtual Assistant as a call center tool reduces AHT, increases Customer Satisfaction all while reducing support costs.

Webinar aht minus 80 seconds equals savings in the millions call center 101 with support_centeru from noHold, Inc.

Since then, the Call Center App has still been yielding incredible results. A Security Software and Services company launched the Call Center App and it exceeded their expectations by 10%, reducing Tier 1 escalation by 45%.

Just another way Virtual Assistants provide value across the enterprise. Cheers!

Virtual Assistants Aiding Lottery Officials!

Recently, the Powerball jackpot was at its highest in history at an estimated 590.5 million dollars. One lucky person from Florida won it all a few weeks ago, but before there was a winner, people from all over the country ( even outside the United States) were going crazy to win this huge jackpot. “When pots reach record levels, says lottery officials, phone calls start coming in from all around the world to Powerball’s Iowa headquarters. ‘ We start getting inquires from Canada and Europe from people wanting to know if they can buy a ticket,’ Neubauer told ABC News. ‘They ask if they can FedEx us the money.’ The answer is: ‘Sorry, no. You have to buy a ticket in a member state from a licensed retail location.’” (http://gma.yahoo.com/no-powerball-winner-means-jackpot-swells-475m-105638577--abc-news-topstories.html) 

Here’s some food for thought… Utilizing a Virtual Assistant to manage the flow of calls would create less chaos in an already chaotic situation. Having a Virtual Assistant embedded on the Powerball’s official website will decrease the amount of calls to the call center because people will be able to find out the answers to their questions immediately and on their own (not to mention 24 hours a day, 7 days a week, which helps the people calling from different time zones). Implementing a Virtual Assistant in the call center of the Powerball’s Iowa headquarters would allow Powerball players to get their frequently asked questions answered by an Artificial Intelligence, freeing up the lottery officials’ time and decreasing the cost of answering these phone calls. Having a Virtual Assistant online and in the contact center will help tremendously with the overflow of calls/questions about how to win that money!

 Many people think Virtual Assistants are only used for technology companies that need online support for their products, but as you can see in the example, Powerball’s headquarters can benefit greatly from a Virtual Assistant…especially when the jackpot reaches record highs!

Have a great weekend!