It's Time To Give Virtual Agents Another Look
December 18, 2009
Why Read This Report
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.
Already a Client?
Log in to read this document.
Become a Forrester Client
Timely and relevant, Forrester's RoleView research aligns to 13 leadership roles across business and technology management. Our expertise in customer experience, mobile, digital business, and big data will help your teams win in the age of the customer. Contact us to learn more.
This report is available for individual purchase ($499 USD).Purchase
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
US Online Banking Forecast, 2009 To 2014
July 31, 2009 | Emmett Higdon
Channel Management: Core To Your Customer Service Strategy
January 20, 2015 | Kate Leggett
Good Alone, Better Together: Integrating Chat And Virtual Agents
October 29, 2014 | Brendan Witcher