Making the most of non-human agents

Scott Rigdon, technology writer, Vonage, discusses how virtual assistants can be used as part of a unified communications solution.

AI virtual assistants can be powerful tools for unified communications, allowing you to offer voice-enabled customer self-service, add intelligence to any conversation, and make your CX a competitive advantage.

In essence, virtual assistants let you augment your human team with a digital workforce. By using virtual assistants to quickly answer customer questions, initiate conversations, and more, employees are freed up to focus on their core competencies.

With a virtual assistant, a company can improve customer service by:

  • Handling high volumes of calls, especially during peak business hours or busy seasonal times like holidays
  • Eliminating long hold times for a real person when customers need quick answers
  • Capturing insights from verbal cues that can improve customer engagement and service
  • Improving the delivery of messages and targeting the right audience to ensure a better customer experience
  • Allowing customers to interact with the business any time, 365 days a year
  • Using AI and machine learning to create artificially intelligent conversational experiences; applications using voice and text can engage every caller in natural language

As humans have adjusted to interacting with AI virtual assistants, customers are comfortable speaking with non-human agents to learn more about products and services.

An AI virtual assistant can quickly address every customer, enable and assist conversations to understand their needs, and execute appropriate actions.

Find out more about the Vonage Partner Network and how to join here.