AI-driven virtual agents drive customer satisfaction and savings

As many organisations across the world look to digital tools to help address surges in customer inquiries due to the Covid-19 pandemic, a new IBM study reveals that 99% of respondents report an increase in customer satisfaction as a result of using AI-driven virtual agent technology.

The research showed organisations that are early adopters of AI and cloud technology are reaping significant benefits from AI-driven virtual agents.

Ninety-four percent of respondents defined as “leaders” – those who implemented AI-driven virtual agents early, integrated them with backend systems and trained them with many contacts – have already achieved or exceeded their expected return on investment, compared to 49% of others.

“During the Covid-19 pandemic, organizations are balancing the need to rapidly scale customer service to manage surges in inquiries, while still delivering a delightful customer experience – and doing it all for less,” says Glenn Finch, global managing partner, cognitive business decision support at IBM Services.

“The study validates what we’re seeing from clients around the world: those who have adopted virtual agent technology are seeing both bottom-line and top-line results including reduced costs, higher customer and human agent satisfaction, and increased revenue as a result.”

The IBM Institute for Business Value study, titled “The value of virtual agent technology”, surveyed more than 1 000 companies, spanning 12 industries and 33 countries, that have used virtual agents for just six months to over four years.

Additional study findings include:

* 44% of “leaders” reported having fully integrated cloud strategies for their service desk systems, compared to 19% of others.

* 20% is the average contribution to human agent satisfaction attributed to virtual agent technology by responding organisations.

* Organisations using virtual agents reported a 64% average containment rate – the portion of total contacts the virtual agent technology has been trained to handle that it resolves without human agent involvement.

* For 46% of “leaders” in virtual agent technology, and 33% of other respondents, customer experience is the most important driver of virtual agent use.

* Every respondent reported that virtual agent technology has contributed to an increase in organisation revenue, the average increase being 3%.

Sourced from: IT-Online. View the original article.

—————————————————————–

Did you know that we have just updated all our comparison sections?
There’s no better way to make an educated decision than to compare offers first!

Alternatively >>>Leave your detail<<< and have a few providers contact you!

**PS. If you are a Telecoms Reseller in South Africa be sure to check out Telecoms-Channel which is specifically designed to provide you with content, insight and analysis to establish yourself as an authority in the industry.**

—————————————————————–

About WhichVoIP.co.za

Since 2009, WhichVoIP.co.za has helped thousands of South African business to make better buying decisions for phone systems, VoIP and Fibre and Wireless internet connectivity. In this time, we’ve facilitated the connection of 50,000+ users through our network of 500+ telecoms providers.

If you need a quote on a telephone system, VoIP, or other business communication solutions, click here to get one in a flash.

Visit our website for the latest telecoms news in South Africa, advertising options, and our comprehensive provider directory.

We've helped thousands, now let's help you.

We are committed to helping you to make an educated buying decision, and finding the best telecoms partner for your business.

Compare VoIP Providers in South Africa