LEVERAGING OF VIRTUAL ASSISTANCE FOR THE NEXT GENERATION OF AUTOMATION, MANUFACTURING AND COMMUNICATIONS.
Artificial Intelligence for Intelligent Assistance – The Next Generation of Customer Service.
The way we consume information is fundamentally evolving, and in a digital age where data is readily available, this is all linked to an effort; instead of searching through a series of data or a comprehensive FAQ’s page, consumers want you to do the heavy lifting. Google Now, Apple’s Siri and Microsoft’s Cortana are all mainstream means of combatting this trend, and indeed these applications can make your life easier; proactively assessing the traffic to tell you what time to leave for work, or automatically tracking the status of your flight or parcel. The variety of applications for Virtual Assistants are expanding at an outstanding rate (largely in parallel with the sophistication of artificial intelligence and machine learning) – and not least in the contact centre.
From reducing points of ‘friction’ in the customer journey, to enhancing staff retention, to significantly reducing operating costs; the benefits are vast and varied by organisation. During my session I will be exploring these benefits in further detail, alongside the demand and varying applications for Virtual Assistant in the modern contact centre.