A good virtual assistant will significantly reduce calls to the contact center, hence significantly reducing operating costs. And since the customer will be able to rapidly self-serve - on their channel of choice -their customer experience will be exceptional.
According to a recent Gartner study the use of virtual customer assistants will triple through 2019 as enterprises seek to increase customer satisfaction and reduce operating costs.
A virtual assistant is also one of the best ways to collect customer insights and the voice of the customer (VOC). There is only so much you can do to understand customer intent when it results in a voice dialogue with a call center agent. Distilling the interactions with your customers to discrete, digital exchanges provides the best possible insight into customer intent and channel preference.
And if the customer still needs to speak with an agent, you will now know the reason for calling. In today’s high-tech contact center environment, it is astonishing how many companies still do not know the reasons customers call – and certainly not in real-time as the call is happening. This results in ineffective routing, transferred calls, long handle times and a poor customer experience.
Jacada Intelligent Assistant is the only virtual agent that is part of an integrated digital customer experience solution that spans all channels and includes web self-service, the industry’s leading Visual IVR solution, and the leading contact center agent automation and digital-enablement offerings. This comprehensive suite of digital customer experience solutions are powered by Jacada Interact, a powerful and easy to use interaction, UI and integration platform for creating engaging customer experiences across any channel and device type.
Jacada Intelligent Assistant delivers a personalized, contextual self-service experience regardless of channel. It is powered by a natural-language processing (NLP) engine, delivers contextual FAQs, and presents dynamic Contact Us and channel options based on intent and need.
Customers are able to interact with Jacada Intelligent Assistant directly from an organizations webpage. The interface can be integrated directly into a search-based support webpage or a separate chat interaction popup. The Intelligent Assistant utilizes natural language processing to communicate with the customer and understand the intent of the inquiry. By communicating with the customer, Jacada Intelligent Assistant is capable of servicing their inquiry and completing the transaction.