Imagine recruiting a customer service representative who is willing to handle enquiries 24 hours a day, seven days a week without being paid penalty rates.
In fact, they don’t want to be paid at all. They also possess a photographic memory, a constantly improving vocabulary and a scientific approach to examining data that allows them to provide customers with personalised insights. They even claim they will require no training for the role.
Sounds too good to be true? Well, it was – until the dawn of virtual agents.
Not to be mistaken with traditional chatbots that are often limited by a set of pre-registered answers, virtual agents are rewriting the CX script by enabling computers to simulate real conversations and engage with customers in a manner that replicates humans. Powered by cognitive process automation and natural language understanding, a subset of artificial intelligence that mimics the way the human brain works, they can save and use memories of a conversation to initiate context-related, human-like dialogues.
It may all seem extremely technical but that’s where Probe CX comes in. We possess the knowledge and know-how needed to develop and deploy your own army of virtual agents so you can enjoy the benefits of increased efficiencies, cost savings and happier customers and employees.
Virtual Agent Benefits
The ability to deliver 24/7 support with almost no downtime is a dream for many organisations. With virtual agents, it is now a reality.
Employees are an essential resource of any business but they are also one of the most expensive. From recruitment and training to holiday and sick leave, high labour costs are a fact of life but can be significantly reduced by deploying virtual agents in appropriate areas.
Virtual agents are an invaluable tool, not only meeting but exceeding customer expectations. In the contact centre environment alone, they ensure callers are no longer forced to wait in long queues to speak with a human agent or need to phone during opening hours. Interconnected AI is also helping machines analyse data and provide tailored experiences to individual customers, track previous behaviours and deliver a level of service that cannot be matched by human agents.
With virtual agents capable of resolving cases quickly and ensuring a consistent flow of information, human agents no longer need to spend as much time on repetitive tasks. Better still, they can focus on elevated customer requests, provide more personalisation and ultimately improve customer experience.