Are Virtual Agents Replacing Live Customer Service

Years ago, companies would not even consider outsourcing customer support responsibilities to an outside agency like an answering service

. Welcome to the 21st century and the advent of global outsourcing. BPO and customer service outsourcing with confidence has been fueled by advancements made in the field of telecommunications technology coupled with the global grooming of an English speaking workforce. As technology advances and outsourcing continues to gain popularity, the next evolution is the possible replacement of the call center operator themselves. The question being asked today is whether the call center operator could be replaced by a virtual agent. With the ever increasing advancements of technology, is this scenario just a matter of time. Do businesses need live customer service reps? Taking into consideration the current trends in the telecommunication and the already impressive feats of IVR interactions, it is foreseeable that businesses will learn to operate without live customer service reps in the years to come.

So you understand the terminology, a virtual agent is an online customer support representative for your firm.

These are preset programs which are scripted to respond to possible customer queries by default. In the past, customer reactions toward virtual agents have been largely negative but with the advent of more intelligent interactions, automated technology is growing as a possible replacement of live CSR's in telephone answering services.

What is making the CSR-less future a reality are advancements in artificial intelligence along with applying those algorithms to IVR interactions. The number of virtual customer care agents is already on the increase. For scientists who have successfully developed computers with the ability to defeat renowned chess champions and Jeopardy! consummate winners, bringing the above concept in to reality should be a near reality if there is enough investment in the answering service applications of the technology. If you look at some customer service today, there is already a pervasive appearance of AI within the call center spectrum. Are you leaving voicemails or speaking your account number to a computer when you call your bank? Then you are already speaking to a machine and represent a growing faction of consumers who don't mind interacting with a computer.

People want to be self reliant and don't want roadblocks to information. Recently published reports show that only a small percentage of people will actually call a business to obtain information. The majority of individuals stated they prefer visiting a webpage when looking for information or logging into their account on their own. This report reinforces the idea of what practices are on the horizon.

The leaders in the answering service industry have already foreseen the upcoming trends and are working to implement the virtual agent concept. Consider a case study of the virtual agent Vodafone who as of February 2012 is handling upwards of 750,000 conversations. This is a human impossibility. The data that relates to eBay is 200,000 virtual customer inquiries across 6 countries. Realizing this trend, there are many companies which now deal exclusively in virtual assistance. If you use an Apple iPhone 4, then you are equipped with a type of first generation AI by the name of SIRI who can interpret and respond to your requests.

This concept of using automation has proven to be a breakthrough concept. Automation helps reduce costs, introduces customer loyalty by not barricading information, and can actually enhance customer service. While I don't recommend 100% automation in this day and age, perhaps it will be an option in the future. Customers don't mind automation but they are not ready for a complete automated customer service solution.

by: VeronicaIsaac

POST COMMENT

Dell Dds-4 Is The Ideal Tape Storage System Engineered For Smb Customers Data Validation Services Solve Info About Processing Network The Strong Services Of Data Cleansing Services Pdf Data Extraction Services Make Easier Sem Services Which Is It Time To Hire A Grounds Maintenance Service? Postcard Printing Services For The Corporate World! Bulk Sms Delhi,bulk Sms Service Delhi Concentrate On Translation Services How To Provide Service In Fl Medicare Directly Get In Touch With Your Potential Customers To Close A Deal Funeral Services How To Organize One Services Providing By Toowang Kia Dealers