Virtual Assistant technology is a new area that may be integrated with the existing applications website spam, helping users to converse in natural language with a lifelike online avatar that does respond to their queries in text or voice.
These people give a customized experience that reduces the need of with regards to touch with support team; builds a brand image and increases customer satisfaction. It could be integrated with the existing applications as well increasing them and adding value to the assistance they offer.
Here we explore how Virtual Assistants could be added to the Omni-channel communication solutions and speak about solutions developed for the domain to help reduces costs of and improvise their customer engagement opportunities.
Customer desires the appropriate response to their queries when they visit a support website or contact the helpdesk. They expect their questions answered, problems resolved so that the overall experience becomes a satisfying one.
Not necessarily meeting their expectations would lead to an unsatisfied customer and hence a loss to the enterprise brand. Other challenges in providing high quality service are the poor experience with support via web, telephone or email, lack of product knowledge, long call waiting queues and linguistic misunderstandings etc.
Enterprises can significantly increase their brand value and sales by giving customers with fast and deal with responses through an efficient customer engagement services. It can help them enhancing their services, increasing customer satisfaction and retention.
Enterprises can leverage virtual assistant options enhancing their various customer service functions including enrollment form filling, first notice of loss claim, front office, meeting reminders and other individualized services.
Meeting the ever-increasing expectations of the tech savvy users having various channels for communication, including web, mobile, Myspace, Twitter etc. Making a good first impression when a web application or a mobile application is accessed for the first time and thereby increasing the chances of a revisit.
Providing a individualized support at the time of a new bank account creation or product sign up that may need involving an agent. Providing a user-friendly self-service feature that could be faster than talking to a live agent as a preferred mechanism.
A Virtual assistants is a conversational lifelike, online avatar that can imitate a conversation to deliver voice or text-based engagement on any web application or mobile interface. They might communicate in natural language with the avatar as a solution to queries, understand questions, give a detailed step-by-step activities for certain processes and provide cross-sell opportunities depending on interests, etc.
It is very effective in situations where call rates are extremely high. They are capable of understanding different different languages and can communicate in the natural language. Virtual Assistants can be quite successfully executed to optimize the quantity of support team size.
A Virtual Assistant not only resolves the problem of the customers, but can be configured to give more information about the promotions and offers. With regard to the example, if we have to fly from one destination to another, investment decision you won’t only inform about the flights, but also provides the details about the hotels where we can stay, promotions and offers, luggage restrictions, climate of the destination and every other destination specific details that are designed.
In web applications, though there are online FAQs and user manuals to help the users, they are found inadequate every time a user wants to look for some specific information. It may take a long time for them to go through the FAQs and find the solution to their problems.