Information & Communication Technologies

The Sophisticated Virtual Agent

Changing the Face of Self-Service
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Published: 17 Oct 2013

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.


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