The Sophisticated Virtual Agent

The Sophisticated Virtual Agent

Changing the Face of Self-Service

RELEASE DATE
17-Oct-2013
REGION
North America
Deliverable Type
Market Research
Research Code: 9857-00-3F-00-00
SKU: IT00145-NA-MR_01139
AvailableYesPDF Download
$1,500.00
In stock
SKU
IT00145-NA-MR_01139
$1,500.00
DownloadLink
ENQUIRE NOW

Description

The focus of this Market Insight is the use of speech or text-driven agents as a supplement to or replacement for live agents in the contact center. Interactive Voice Response systems (IVR) and other self-service channels have been used to offload more expensive agents in the contact center for decades. More recently, Virtual Agents – automated, speech and text-enabled – have introduced a new level of self-service capabilities to the contact center. This insight explores the dynamics surrounding the use of these agents to offload and assist live agents in the contact center, and where things stand in this realm heading into 2014.

Table of Contents

Executive Summary

Making Sense of the Automated Landscape

Solution Provider Approaches and Use Cases

Summary: The Case for Virtual Agents

Recommendations

The focus of this Market Insight is the use of speech or text-driven agents as a supplement to or replacement for live agents in the contact center. Interactive Voice Response systems (IVR) and other self-service channels have been used to offload more expensive agents in the contact center for decades. More recently, Virtual Agents  automated, speech and text-enabled  have introduced a new level of self-service capabilities to the contact center. This insight explores the dynamics surrounding the use of these agents to offload and assist live agents in the contact center, and where things stand in this realm heading into 2014.
More Information
Deliverable Type Market Research
No Index Yes
Podcast No
Author Nancy Jamison
Industries Information Technology
WIP Number 9857-00-3F-00-00
Is Prebook No