The Sophisticated Virtual Agent

Changing the Face of Self-Service

Regular Price: USD 1,500.00

Special Price USD 1,275.00

15% OFF

* Required Fields

Regular Price: USD 1,500.00

Special Price USD 1,275.00


Be the first to review this product

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

The Sophisticated Virtual AgentChanging the Face of Self-ServiceExecutive SummaryMaking Sense of the Automated LandscapeSolution Provider Approaches and Use CasesSummary: The Case for Virtual AgentsRecommendations

Why Frost & Sullivan

Working with the CEO’s growth team to create a vision based on a transformation growth strategy

Creating content-based digital marketing strategies that leverage our research perspective to differentiate and “tell your story”

Tracking over 1000 emerging technologies and analyzing the impact by industry and application to reveal the companies to watch in each sector

The Frost & Sullivan team is based in our 45 global offices and have developed a powerful global understandings of how industries operate on a global level.