How Can Intelligent Virtual Agents Help your Contact Center?

According to the report “2017 Intelligent Virtual Agent Product and Market Report” from DMG Consulting, the contact center market is ready to receive Intelligent Virtual Agents (IVAs). These are solutions that use artificial intelligence, machine learning and other technologies to generate innovative self-service capabilities for companies and their customers. But how can Intelligent Virtual Agents help your contact center?

These “intelligent” applications are designed to emulate conversations and human interactions and can provide assistance for many activities without added value that previously required the attention of call center agents. According to the DMG Consulting report, Intelligent Virtual Agents are not only able to offer an intelligent and personalized customer experience, but also they represent the future of self-service.

The Future of Self-service in Contact Centers

Intelligent Virtual Agents (IVAs), also known as bots, chatbots, virtual assistants or virtual agents, will be a step forward in advanced self-service voice solutions such as current interactive voice response systems (IVRs). According to experts, the new solutions based on artificial intelligence will cover a wide variety of the needs of contact centers and companies.

Thus, in the future, these Agents will use a greater amount of self-learning technology that will allow them to be more “intelligent” over time and adapt to the individual preferences of the clients as they “learn” from past interactions. In this way, they will improve their understanding of what customers want and need.

How Can Intelligent Virtual Agents Help your Contact Center?

1.- The accuracy and effectiveness of the Intelligent Virtual Agents will provide a better customer experience thanks to their ability to “learn” from each of the interactions with users. In addition, they will allow agents to dedicate their time to tasks that really add value to companies.

2.- The self-learning capacity of Intelligent Virtual Agents will allow to create personalized customer experiences: today’s consumers want organizations to know them thoroughly and understand their wishes and needs. As these agents “learn” from previous interactions and become familiar with customer preferences, they are able to customize each interaction and provide a fully customized customer experience.

3.- Intelligent Virtual Agents run on faster servers. In fact, most of them are located in the cloud. Likewise, they can be used in many channels to automate activities that do not require “live” assistance, routing those that do to the appropriate agents.

4.- These Agents will suppose for the companies improved self-service applications that will provide them with flexibility and profitability.