As we understand more about conversational automation, we realize that not all conversations are alike. Some are unstructured and free flowing, while others are highly structured and rule-bound. And while many hoped Conversational AI and Generative AI powered Digital Assistants (chatbots) would magically handle them all, we are learning that is not the case.
The reality is that Digital Assistants are very good at answering questions and triggering actions, but they are not effective at context-rich, process-bound conversations, especially where customers need advice not just assistance. Their decision tree’d scripts can’t handle the multi-dimensional, contextual logic that these expert-level operational conversations require.
As a result, high volumes of operational conversations still need to be handled by live agents.
Virtual Agents help expand your CX capacity by automating these operational, rule-bound conversations so your live agents are freed up to focus on the lower volume, higher value relational conversations that have the greatest impact on customer satisfaction and brand loyalty.
Ensure that the request, query, issue, or complaint is fully understood and correctly classified.
Ensure that the primary and related needs, root causes and full context is correctly identified and understood.
Ensure that the right solutions are proposed and agreed upon, required actions are triggered, and the correct journey details are recorded.
Analyse how your human experts have the targeted conversation
Analyse the processes and rules that shape the conversation
Analyse the technical eco-system the VA must work in
Teach your VA how to have the right conversation
Connect your VA up with relevant systems
Test conversational accuracy and consistency
Test the engagement experience (UCD)
Analyse your VAs performance with targeted sample
Rapid optimisation and improvements
Certify that the VA is performing at agreed level
Track and report performance
Optimise and update logic
Identify opportunities for expansion