In the digital age, contact centers have evolved to keep up with changing consumer expectations and needs. With the growing popularity of online customer service channels, contact centers are embracing new technologies and strategies to improve efficiency and customer satisfaction. One of the most important tools in this evolution is the incorporation of the virtual agent in the contact center.

Virtual agents are software programs designed to mimic human interaction and provide an automated customer service experience. They are able to answer frequently asked questions, help solve problems, and guide customers with the information they need. Virtual agents can also be programmed to learn and improve over time, which means they can offer more personalized and effective customer service as they adapt to the type of inquiries made.

In addition to improving efficiency, virtual agents also have a positive impact on customer satisfaction. By having 24/7 access to information and quick solutions, customers can resolve their issues without having to wait in a long phone queue or send an email. This increases the perception of value, customer satisfaction with the brand, and therefore, greater loyalty.

However, there are many myths about virtual agents that can discourage contact centers from adopting them. Find above some (false) myths about the use of virtual agents in contact centers:

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Myth 1: virtual agents are less effective than human agents

This is probably the most common myth about virtual agents. However, you need to undestand that these software are designed to provide automated and effective customer service.

Thanks to this tool, your contact center will be able to provide customer service 24/7, without interruptions or breaks. This means that customers can get information and solutions to their problems at any time, increasing the availability and accessibility of customer service.

Second, having virtual agents will help you process large amounts of information and answer a wide range of questions quickly and accurately. This allows the human team to concentrate on more complex tasks, which do require human attention and service. That is, they are not less or more effective, they are complementary.

Another aspect in which artificial intelligence is especially useful in contact centers is in information management. Artificial intelligence tools can organize and categorize information in a way that is easy for human agents to access and use, improving the efficiency and quality of customer service.

Myth 2: virtual agents are expensive

Having a software tool that integrates an artificial intelligence solution may involve an initial investment, but we assure you that in the long term, it is much more profitable than expanding the human team. AI technology enables cost savings by reducing the need to hire and train more agents. In addition, the automation of repetitive tasks and the ability to process large amounts of data quickly and accurately means contact centers can reduce the time and resources spent on these tasks, while increasing customer loyalty.

Another important factor is that AI technology does not require resting time or limited hours, which means that contact centers can operate 24/7 without having to worry about additional costs associated with hiring human agents to work night or weekend shifts.

Myth 3: The virtual agent as a substitute for the contact center agent

It is often thought that the integration of artificial intelligence in contact centers means replacing the work of human agents. But, actualy, AI technology is mainly used to complement the work of human agents and help them to be more efficient and effective in their tasks.

Instead of replacing human agents, artificial intelligence is being used to automate repetitive tasks, such as triaging calls or answering frequently asked questions. In this way, human agents can focus on more complex tasks that require human interaction, such as problem solving and managing difficult situations.

Furthermore, AI technology enables human agents to make informed decisions and improve the quality of customer service. Technology can provide valuable information about customers and their needs, allowing agents to offer a more personalized and efficient service.

Therefore, artificial intelligence will not replace the work of human contact center agents, but rather it will be used to complement them and help them to be more efficient and effective in their tasks. AI technology is not meant to replace human agents, but to work alongside them to improve the quality of customer service.

Count on ICR Evolution to integrate the best technology into your contact center

Artificial intelligence tools are transforming the way contact centers provide customer service. Discover how our software EVOLUTION can improve the efficiency of your contact center, increase customer satisfaction and the perceived value of your brand. Request a demo!

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