Virtual assistant and the tech trends: Changing the face of the customer service world

Based on a the researches done by a Grand View Research, Inc, it is expected that by 2020 the global market for intelligent virtual assistants might reach a mark of USD 3,071.9 million, which means the year of 2014 has to be the year that marks the way.

Let us be more detailed: Virtual assistants and the tech trends

As the New Year of 2014dawned over the digital world, the one thing that came as no surprise was a complete multiplicity of lists intending on sharing the top industry forecasts, predictions and trends for the year that stood in front. One such list that was suggested, went by the topic, “Eight Most Influential Contact Center Trends for 2014” that aimed at suggesting the call centres’ eight tech trends that could help them improve their game in the year that awaits.

The point that for the most part caught attention, influencing people to work on the particular blog that you have at hand right now, was the second point on the list: Virtual Agents. The list presented by Frost and Sullivan’s Juan Manuel González, focuses on the use of virtual agents by contact centres as an option for clients for online self-service.

How do they help?

The blog focuses the fact that virtual assistants help the customers save a lot of hassle on tedious menu prompts by making sure they ask the question and indulge in a conversation that walks them through the issues in a much simpler manner.

The virtual assistants being friendly, helpful, smart, knowledgeable are capable of being consistently on-message, thus defining the brand value for a company, something that is not very easy for live-agents to deal with. This is the reason they are highly capable of reinforcing the brand image of a company that they represent, as they are highly proficient at representing the type of agent that the company would want to their customers to interact with.

So we say:

Combining the efforts of organizations, with the power and flexibility of the highly influential technology could work best for a company. Better still, the introduction of technology provides endless opportunities to an organization to customize their virtual assistant. This is the reason why, every organization this year is highly recommended to use the virtual assistants to raise their contact centres game.