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For eBusiness & Channel Strategy Professionals

It's Time To Give Virtual Agents Another Look

December 18, 2009

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Authors

  • By Diane Clarkson
  • with Carrie Johnson,
  • Elizabeth Stark,
  • Kate van Geldern

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.

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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

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