Getting to a live-chat agent got a lot easier for customers of one Wysdom client this year thanks to a new virtual assistant trained to resolve customers questions, and communicate information about products and services.
In today’s instant gratification world, consumers are more demanding than ever. They have more power. And when they go searching for answers, they want them immediately. After the virtual assistant launch, the client found that overall quality of service was higher and wait times were shorter than in a previous analysis of the live-chat centres. “In the first year we saw more than a 90% drop in people abandoning while waiting in agent escalation queues. Apart from helping with assigning support or sales tickets, the virtual assistant can gauge the customer’s intent, and is getting much better at identifying customer needs and assisting them with fast, precise answers.” ” – VP, Customer Experience
The client has big plans for the virtual assistant beyond just answering questions. From being able to conduct transactions, to accessing systems which can provide information about outages, billing, reserve or buy devices, and more, the virtual assistant will be able to do almost anything in the future. The client also plans to deploy to new channels giving customers more access to the virtual assistant.
For other companies considering a virtual assistant, industry experts warn that launching a virtual assistant is typically the easy part.
“Unlike other enterprise technology, conversational AI needs to be continuously maintained and enhanced, and this is the role that Wysdom has become expert in.” says Ian Collins, CEO of Wysdom.A.
Many people – youth in particular— are already used to conversational AI applications like chatbots and virtual assistants in place of phone or live chat conversations. And these days, many consumers prefer getting online support without the need to interact with a company representative. For companies looking to differentiate on experience, the time is right for brands to move and take advantage of the opportunities conversational AI can create.