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For eBusiness & Channel Strategy Professionals

The Business Case For Virtual Agents

Why A Personalized Virtual Agent Is The Right Tool For Today's Self-Service Driven Consumer

September 30, 2014

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Why Read This Report

Virtual agents have evolved from simple, self-service chat-bots to today's personalized, data-driven answer engines that deliver customer value in both sales and service engagements. eBusiness leaders who passed on these tools years ago are likely missing out on opportunities to win customers today. As consumer demand grows for consistent, easy-to-find solutions across channels and screens, a strong business case emerges for adding virtual agents to the customer's journey. But questions still exist: Are today's consumers more satisfied with virtual agents? Are solutions still costly and difficult to maintain? Can tools be measured in reduced costs and increased revenues? This report will answer these questions and identify reasons companies today should strategically utilize virtual agents to markedly improve the customer experience and drive positive results to the bottom line.

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Table of Contents

  • Customers Are Disconnecting Physically To Reconnect Digitally
  • Today's Virtual Agents Can Now Deliver On Yesterday's Promises
  • Executing Without A Strategy Can Handicap The Path To Success
  • Virtual Agents Fill The Gap In A Growing Demand For Self-Service
  • Recommendations

  • Utilize Virtual Agents To Create Value For The Online Consumer
  • Supplemental Material

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