37% of customers prefer to get immediate assistance from a chatbot over waiting just three minutes for a human.
Most of the customers have repeat problems, but it does not mean that your agents have to repeat a set of activities or manually perform tasks to serve such requests. According to Harvard Business Review, the cost of a human-assisted interaction for a B2C company is more than $7 and more than $12 for a B2B company. This clearly indicates that agents need to be empowered with a solution that can automate tasks and workflows to save agents from resolving repeated queries.
Connecting your contact center with virtual agents can help automate conversations across channels. With AI-powered virtual assistance can save up to 30% in customer support costs and efficiently answer up to 80% of routine questions, thus freeing up agents to handle more complex questions.
Download this Use Case to understand the value of a virtual assistant for a contact center. Discover how NovelVox virtual assistants and next-gen integration capabilities make the entire customer service process more efficient.