Trusted Brands Use Quick Videos to Introduce Virtual Agents to Call Center Agents, Employees, and Consumers

One of our customers once said, "Consumer products and services should be easy enough to use that you don't have to train your audience to use them ." This is a great rule of thumb for consumer products, as well as the support and self-service that accompanies them. Consumers don't like buying an expensive piece of technology and having to spend hours learning how to turn it on. They want easy, light weight, user-friendly technology that can simplify their lives in some way. 

At noHold, we always talk about the importance of ease of use for the end customer and administrators alike. In some instances, our clients recruit interns or entry level associates to build and maintain Virtual Agents. Minimal training is key to making this model successful. Similarly, call center agents and end customers should be able to interact with the Virtual Agents effortlessly. When a customer launches a new Virtual Agent, one of the easy ways to introduce the users to the product is with short overview videos. Within the videos, companies can describe the User Interface (UI) of the Virtual Agent, the different capabilities, and/or anything else they feel appropriate.  

One of the largest companies in the networking equipment industry is utilizing this method of introducing Virtual Agents with easy to follow and engaging videos. In doing so, it encourages adoption by giving examples of the ease of use. These videos have been viewed by internal employees, call center agents, and more. 

noHold also made a quick overview video of our Help Desk Virtual Agent, Albert. Check out the video below to see the example.

Would you be more inclined to use self-service options if you were prompted by a quick video clip? How does your company introduce new products or services, like a Virtual Agent, to your end user?  Do you think videos help to encourage usage? 

www.nohold.com

P.S. 

The time with our interns is almost up; this is their last week here with us. We are sad to see them go, but are very excited for them to show us what they have been working on for the past month. Stay tuned for a blog overview on their work creating their own Virtual Agent.   

Throwback Thursday: Interns Learn How to Manage Virtual Agent Content within Weeks

Around this time two years ago (2012), we announced the launch of a Virtual Agent for the Italian Consulate of San Francisco. This Virtual Agent is bilingual, responding to frequently asked questions in English or Italian. Virtual Agents are created to be extremely user friendly, not only for the general public asking the Virtual Agent questions, but also for back end administrators that maintain the content. The Italian Consulate of San Francisco employed two part time students to create the first instance of the Virtual Agent and User Interface (UI), with minimal training required. Since the tools are easy to use, the Consulate gives the responsibility of maintaining the content each semester to new interns.

“This is the first time that an Italian Consulate has used this Virtual Agent technology. It immediately turned out to be very efficient and a very useful tool.  Both the Consulate and the users are really satisfied. It is likely that other Consulates will follow our example.” Fabrizio Marcelli, Consul General of Italy. (2012)

To read the full press release, click here.

Just about a year after the implementation of the Consulates' Virtual Agent (2013), Diego Ventura, the CEO and founder of noHold, was awarded the special honor of the Order of the Star of Italy by the President of the Italian Republic, Giorgio Napolitano. This honor is given to Italians, both abroad and foreign, who promote friendly relations between Italy and other countries and create ties with Italy as well. Click here to read about noHold Being Knighted.

For future news, an award-winning leader in networking is following a similar path to the Italian Consulates’, handing some of the responsibility of maintaining the Virtual Agent to interns. Managing a Virtual Agent shouldn’t be tedious. We make it so entry level associates can effectively support the Virtual Agent with minimal training needed. The interns enjoy being part of a team, are excited about maintaining a 'cool' and effective technology, and the companies have found compelling ways to 'gamify' the whole process. How does your company maintain its Virtual Agent or self-service options? Tell us your story about using gamification to encourage contribution. 

www.nohold.com