Document Controls
For eBusiness & Channel Strategy Professionals
| Primary Analyst Photo | Document Information | Rate this Document |
|---|---|---|
 |
December 18, 2009 (updated March 2, 2010) It's Time To Give Virtual Agents Another Lookwith Carrie Johnson, Elizabeth Stark, Kate van Geldern |
Average: 3
(1 rating)
|
This is an excerpt
Executive Summary
Efficient online self-service is a critical component to the online purchase experience: 57% of US online consumers report that they are very likely to abandon an online purchase if they cannot find quick answers to their questions. However, satisfaction with online self-service has room to improve. To reinvigorate online customer service, eBusiness professionals should give virtual agents another look. Virtual agent technology is evolving, with capabilities including natural language processing and the ability to integrate with enterprise systems. Virtual agents offer compelling business benefits, including enhancing customer experiences, reducing live help costs, and driving cross-sells.
TABLE OF CONTENTS
- Consumers Crave Self-Reliance For Service
- It's Time To Give Virtual Agents Another Look
WHAT IT MEANS
- Virtual Agents Could Revolutionize Online Self-Service
- Supplemental Material
- Related Research Documents
This is an excerpt
Buy Risk-Free
Price: US $499
Our Service Guarantee: If you are not completely satisfied with this document, notify Forrester within 24 hours of purchase for a full refund.
Already a Forrester Client?
Log in to read this document.
