Four Steps to Providing the Virtual Assistant Your Customers Ask For - Sestek - ContactCenterWorld.com Blog
Intelligent virtual assistants are growing in popularity. Consumers enjoy using them as personal assistants to accomplish a wide variety of tasks with ease. In the business world, meanwhile, virtual assistants take on customer representative or sales agent roles. As an organization, by investing in virtual assistants you can increase your self-service rate, decrease costs, and improve customer satisfaction.
To provide an intelligent virtual assistant that your customers will find easy to use, follow these steps:
Let users speak freely
According to Global Virtual Assistant Market Research, virtual assistants face a lack of accuracy and personalization issues; to overcome this problem, a virtual assistant must allow customers to use natural language.
Natural language processing technology understands speech in its entirety, allowing users to interact with systems and devices in their own words without being limited by a fixed set of phrases. The technology transforms virtual assistant applications into easy-to-use and intelligent systems.
Support an omnichannel approach
Today’s customers are more demanding than ever. They expect to get on-time, high-quality service over any channel. Omnichannel has arisen as an effective strategy for organizations who aim to deliver the best possible customer experience.
A virtual assistant that supports omnichannel customer service seamlessly integrates a variety of channels, allowing customers to pick up where they left off on one channel and continue their experience on another.
Virtual assistants enable users to complete a wide range of tasks, some of which—such as online shopping and banking transactions—require sharing sensitive personal information. This raises the question of security for intelligent virtual assistants.
Whereas traditional systems fail to satisfy users, biometric security methods offer an effective and practical alternative. For example, when implemented in virtual assistants, voice biometrics enables users to verify their identities in a matter of mere seconds. The technology not only provides an enhanced customer experience but also ensures the requisite level of security.
Analyze and report
Interactions with virtual assistants include invaluable insights about customers, so each interaction needs to be analyzed carefully. A virtual assistant that includes an analytics and reporting feature enables end-to-end interaction analytics across multiple channels.
Being able to capture and analyze each interaction with a virtual assistant helps organizations gain insights about customer satisfaction and service quality. They can take the right steps to improve their services and keep their customers happy.
Publish Date: September 5, 2017
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