CORELINX

The evolving landscape in digital technology is definitely shifting the competitive advantage for contact centres that leverage intelligent automation or AI. Unfortunately a lot of organizations are having a hard time executing and therefore stall at that point. One area to start is looking at how intelligent virtual agents play a role (bots).

Intelligent virtual agents is an industry buzzword that is getting traction as any contact centre would be thrilled to have a virtual AI agent deliver a conversation interaction with your customers from beginning to end of the call.

The first thing to look at in implementing virtual agents is to define and then implement the technology to automate repetitive tasks so that it is seamless to your customers. At first it might handle 10% of your repetitive tasks but with time you will be able to hone the technology and processes so that you continue to increase this number. The other important thing is you have to look at performance KPIs for your virtual agents so that you always keep a pulse on the customer.