What is IVA?
Intelligent Virtual Agents (IVA) uses artificial intelligence to emulate human interaction for those who call into your contact center. IVA automatically analyzes which conversations should be handled by live agents or it takes care of redundant, rudimentary calls and chats without ever engaging live agents. Virtual agents can understand speech in over 100 languages and can respond using text-to-speech that is almost indistinguishable from a human agent.
Now that you know what intelligent virtual agents are, you may be wondering how your company would benefit from them.
Benefit #1 – Boosts Agent Productivity
There isn’t anything more important than time. Virtual agents can take care of routine tasks leaving your live agents the time to focus on tasks that require real human interaction. Utilizing each employee’s time will greatly increase the productivity of each live agent increasing net profit.
Benefit #2 – Improves Consumer Satisfaction
There has been a shift in the consumer mindset for what is expected from customer service. As more customers expect service whenever and wherever they need it, it’s important you provide virtual agents to greatly improve customer satisfaction. Using virtual agents gives the opportunity for consumers to use self-servicing 24/7 without having live agents in the office overnight. Self-servicing coupled with decreased call wait times addresses the shift in consumer mindsets.
Benefit #3 – Reduces Cost and Increases Conversion Rates
Virtual agents aren’t just excellent tools for customer service, but they also do wonders for your bottom line. Connecting your consumers to a virtual agent increases engagement rates boosting sales and customer satisfaction. Get rid of costly training, virtual agents already have the skills needed to get the job done.
Benefit #4 – Comply with Industry Regulations
Complying with industry standards and regulations is important for many businesses. PCI-DSS and HIPAA compliant agents collect sensitive consumer information without revealing that information to the human agent avoiding compliancy violations and expensive penalties.
Benefit #5 – Easy Deployment
Implementing new applications into your contact center can be a daunting task. Luckily with virtual agents, drag and drop solutions let you develop, package and deploy self-service solutions that leverage the latest advances in speech recognition and natural language processing, without having to rely on a team of developers. This makes the implementation process easy, saving your company time and stress.
Benefit #6 – Automatic Updates
Staying ahead of contact center innovation can be difficult. There are multiple new channels and introductions introduced to the market daily. Virtual agents are continually updated as new capabilities and technologies are released. Never let your contact center become out-of-date.
Ready to upgrade your contact center? Get in touch with FirstDigital’s contact center specialists who can answer all your virtual agent questions.