![]() ![]() ![]() Further, by integrating automation, opening up APIs, and creating new processes for virtual agents, customer experience teams can help streamline operations by enabling users to quickly access the information they require. The combination of Google Cloud Contact Center AI and Automation Anywhere’s Automation 360 RPA platform can help contact centers get the maximum benefit from utilizing virtual agents, enriching customer engagements. Enter the RPA-assisted AI-powered virtual agent For more complex requests, such as applying for a line of credit, a virtual agent still must transfer customers to human agents, and the swivel-chair maneuver begins. Typically, a virtual agent can handle basic customer requests, such as providing banking customers with their account balances. That also limits what they can do to support human agents. In such a siloed environment, virtual agents may not connect to all the relevant data systems and applications. This approach is not conducive to achieving lower average handle times (or AHT), reduced processing errors, or increased customer satisfaction. Without up-to-date software and infrastructure, human agents have to perform a “swivel-chair” maneuver, logging in to the different systems, sifting through records, copying the needed information, and deciding what the next action should be. As a result, both human and virtual agents alike are challenged to keep up with growing customers' expectations for timely, accurate, and complete service. Information here, there, anywhere-with limited accessOver the years, many contact centers have accumulated a multitude of systems, often creating a disconnected infrastructure. How effective these virtual agents are in delivering timely, complete customer service depends in large part on the contact center’s infrastructure and the power of the automation solution.Ĭustomer support providers can now start to reimagine customer experience with Conversational AI and take advantage of the Google Cloud-Automation Anywhere partnership to modernize their operations.īringing together the Google Cloud Contact Center AI (CCAI) solution and the Automation Anywhere cloud-native Automation 360 platform, the partnership helps contact centers remain competitive by improving their performance metrics and customer satisfaction to exceed the continuously growing expectations. To help handle the surge, and keep up with heightened customer demands, many customer experience providers have deployed automation in the form of virtual agents that serve as the first-and, sometimes the last-line of customer support. With the advent of the pandemic, contact center traffic has increased by as much as 300%, taxing center capabilities. ![]()
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