7 Ways To Maximize Efficiency With Virtual Agents

Every organization has business problems, but the most forward-thinking organizations are using technology like artificial intelligence (AI) to solve them. AI can automate processes that were previously done manually and use data to identify trends that can influence decision-making. Todd Fisher, CEO of CallTrackingMetrics, shares how to improve efficiency with virtual agents.

For the majority of surveyed business leaders, AI has already improved productivity, according to PwC researchOpens a new window .

Of the AI use cases in business, one of the most common applications is a virtual agent. Thanks to ongoing technological advancements, virtual agents can elevate customer experiences and simplify human knowledge workers’ jobs. As AI becomes more prominent in the workplace, virtual agents are becoming more important to your company’s productivity, efficiency, and bottom line.

What Is a Virtual Agent?

To understand what a virtual agent is, we must first understand what a virtual agent is not. A virtual agent is not a virtual assistant. A virtual assistant is a person who works remotely to perform tasks for another person. A virtual agent is also different from a chatbot, though the two have many similarities. However, a chatbot is much more limited in the purview of customer service it can provide.

So what is a virtual agent? A virtual agent is a software program that uses AI and follows predetermined rules to provide answers, guidance and more for customers and prospects. A virtual agent can support complex customer service needs through a humanized, personalized experience. 

There are three different types of virtual agents. Depending on the business need, the different types of virtual agents can provide variations of personalized customer service experiences to best meet those needs.

Basic interactive voice response (IVR)

These are the most basic types of virtual agents. They rely on keypad presses to navigate virtual menus. If you call a pizza place and are prompted to “press one for delivery,” you’re interacting with a virtual agent.

Virtual voice agents

Sometimes called a “voice bot,” these virtual agents use AI to identify keywords a customer speaks aloud. If you call the pharmacy and the virtual voice agent asks if you’re a provider or a customer, your answer will route you to the next step.

Intelligent virtual agents

These are the most advanced virtual agents. They use customized rule sets and AI to determine a customer’s intent to then deliver the correct kind of service and interact with customers through voice, text, chat or email. The performance of this kind of agent depends on the AI and programmed rules. The complexity of the rule set determines the outcome a virtual agent can provide. If you contact a mechanic online to get an oil change, an intelligent virtual agent can determine your intent to make an appointment and ask you questions to schedule you at a convenient time for the correct services.

See More: Modern Contact Centers Are Mission-Critical for Improving the Agent Experience

7 Benefits of Using Virtual Agents

Leaders must take the time to understand what virtual agents can do and how they actually improve productivity, efficiency and their organizations’ bottom line. To help with this process, here’s a list of seven benefits your organization could see by using virtual agents.

1. Understand customer intent

Customers have high expectations for customer service — in fact, 65% of customersOpens a new window have higher expectations for customer service than they did five years ago. Virtual agents can help organizations meet those expectations. By intuiting a customer’s intent, virtual agents can ensure the right message is being delivered at the right time. This kind of timely, personalized experience drives conversions, retention, and revenue.

2. Communicate on multiple channels

A virtual agent can communicate with customers through text, email, phone, online chat, or even integrate with platforms like Slack or Teams — whichever is the most convenient for the customer. Omnichannel communication from virtual agents increases messaging consistency throughout the customer experience.

3. Provide around-the-clock customer service

Providing 24/7 customer service is critical in today’s ultra-competitive environment. Virtual agents are always available to meet customer needs and deliver helpful, branded communications.

4. Provide fast, consistent and compliant responses

Customers demand a fast response time, and the immediacy of virtual agent responses meets that demand. This is crucial since 71% of customersOpens a new window said the most important thing a customer service team can do is value the customer’s time. Responses from virtual agents are also prompt, consistent, and complian, as they are based on rule sets that consider regulations and branding.

5. Manage multiple chats at once

Unlike human agents, virtual agents can handle multiple simultaneous conversations. This decreases labor costs and allows customers to get their answers faster than if only human agents existed. Additionally, since the virtual agents can handle the most common customer requests, your human employees will be able to focus on tasks that are more productive than answering the same question over and over.

See More: How to Win Contact Center Game by Scaling Virtual Agents

6. Reduce live agent workload and stress

By being the first customer service touchpoint, virtual agents help reduce the workload and stress for live agents. This is important because 74% of customer service employeesOpens a new window are at risk for burnout. Virtual agents can help prevent burnout and empower employees to perform at their maximum potential. This improves both the employee and customer experience.

7. Improve customer experience

An exceptional customer experience is a must-have in today’s business environment. It delights customers and keeps them coming back. If a business provides excellent customer service, 93% of customersOpens a new window will make a repeat purchase. Virtual agents support a better customer experience by improving response times and getting customers closer to their goal faster. 

If your organization handles a high volume of customer service inquiries, virtual agents can be extremely valuable not only for the customer experience but also for the employee experience. AI-powered virtual agents can drive revenue and help organizations do more with fewer resources. Virtual agents provide users with efficiency, productivity, improved customer service, and many other advantages that can give your organization a competitive edge in today’s highly competitive business landscape.

How are you using the potential of virtual agents to your advantage? Share with us on FacebookOpens a new window , TwitterOpens a new window , and LinkedInOpens a new window . We’d love to hear from you!

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