Customer advisors are now increasingly virtual. It is no longer at all obvious to speak to a human when a request is made to customer service. The contact points can for example be avatars. These robots are at the crossroads between animation and real Artificial Intelligence. They represent a real asset for brands when used wisely throughout the customer journey.
Virtual assistants are available 24/7
Virtual assistants make it possible to provide a service that is almost permanent and above all in real time. Indeed, he is always available, never sleeps or eats and is constantly available to customers. Moreover, there is no more waiting for an answer from the consumer side. As a result, they consider chatbots to be truly useful tools since they bring instantaneousness to the relationship.
Customer service should now be available all the time. A customer asks your team a question after 19 p.m.? He must get an answer. Office hours no longer exist for customers. Your virtual agents can handle these new customer requirements. This virtual agent functionality can also be available from a number of touchpoints: messaging applications, chat applications, etc. Thus, a conversation initiated on a touchpoint can be continued on another touchpoint. In the end a course " seamless " can then be offered to consumers.
Virtual assistants are ultra-productive
As many customers contact you, so many must be the responses you achieve. But sometimes it becomes difficult… Virtual agents can then represent a precious help.
These robots can manage dozens and dozens of conversations at the same time. Thus, your "human" advisors can be devoted to different types of support with greater added value.
Upstream, the virtual agent can help customers solve what we call "usual" problems such as sending an ebook, a catalog, making an appointment, a simple question related to customer service (for example terms of a product return). This allows you to reduce the costs of certain tasks while maintaining a high level of customer satisfaction.
Then, it's up to you to determine when a dedicated customer service advisor will take over the conversation.
Virtual assistants are constantly improving
Intelligent virtual agents are as their name suggests "intelligent". In other words, they continually improve on their own. In practice, the robot becomes smarter by dint of answering consumers' questions. The more questions he answers, the more he learns, the more efficient he becomes, etc. A virtuous circle then!
Note that currently, the information used by robots comes from structured content. However, it can easily be imagined that soon, robots will be able to answer consumer questions with the help of unstructured external content. He will then have the ability to understand and structure the information himself.
Virtual assistants collect date easily
It's not a secret. Virtual agents make it possible to optimize the CRM since they have the ability (among other things) to collect consumer data very easily. What do you mean ? Well it's simple, since Internet users discuss with the virtual agent, it will record the history of conversations. It is then possible to analyze a certain number of elements of this conversation: the questions asked, the feelings of the consumers, etc. Other types of date are also collected on the profiles of individuals: contact details, location, preferences, etc. This is how robots can fuel the conversation. Without this information, there is no possibility of understanding who the interlocutor is, what he aspires to and the answers he wants to obtain.
Virtual assistants personalize contacts automatically
Chatbots personalize the responses that are made to consumers. Once it has collected enough data on individuals, it can offer information in line with each person's profile. Intelligent virtual agents can thus call customers by their first name and take into account a certain amount of information such as their preferences, needs, etc. Soon he will even be able to express himself in natural language and answer “intelligently”. Although so far a chatbot only responds with information from a pre-established information architecture, it will soon be able to write / speak in natural language.
At this stage, companies will then go even further in creating a unique and personalized customer experience. A significant source of value for the consumer, that's for sure!
