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Virtual Agents in the Latin American Market

Companies Win 3 WaysOperational Costs Drop, Productivity Rises, and Customer Interaction Improves

  • Research Code : 9AC4-00-02-00-00
  • SKU : IT00302-LA-MR_01408
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  • Release Date : 20-Aug-2014
  • Region : Latin America
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The development of new, diverse channels such as the interactive voice response (IVR), social media, chat, and short message service (SMS) has driven customers to demand more qualified, personalized services, which has led to a greater adoption of virtual agent (VA) applications. Furthermore, specifically in Brazil, the increase in purchase power has had a relevant impact on the market by increasing the demand for products and services. In turn, some companies have begun to adopt VAs to revamp their customer service offering, most importantly due to the reduction in operational costs and the productivity increase provided by them.
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