There's nothing quite like a sommelier. After all, a wine list can present a baffling list of names, brands, and vintage years. Worse, how can anyone be expected to know all those varieties and regional vineyards? That's why some of us expect an informed recommendation from the sommelier.
Yet, nowadays, that sommelier may not be a human wine connoisseur. Indeed, bots are stepping up to the plate (or glass) and answering a vast array of questions.
Indeed, they can now do much more than answer FAQs, recommend information, and guide customers through a call center system.
Powered by AI, these virtual agents can fit into any customer service environment.
Of course, they are still much more prominent in enterprises. However, the low-/no-code revolution is making them much more accessible.
Such accessibility leaves little doubt that virtual agents will play a significant role in the future of CX.
Yet, let’s not get too far ahead of ourselves and start with the basics.
Virtual Agents in Action. Power to the People.
The past ten years have witnessed a paradigm shift in customer behavior. Expectations are higher than ever. They demand faster, more intelligent answers with minimal pain points. Worse, patience is in short supply.
Virtual agents allow customers to complete more tasks on their own without the aid of human agents. For instance, customers can renew subscriptions, make purchases, and even troubleshoot common tech problems with the help of an IVR.
The technology also reduces the strain on service teams and makes customers feel more empowered and confident. The result is happier customers and more efficient agents with less likelihood of burnout.
