Trends Report

The Business Case For Virtual Agents

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

September 30th, 2014
Brendan Witcher, VP, Principal Analyst
Brendan Witcher VP, Principal Analyst
With contributors:
Zia Daniell Wigder , Rebecca Katz

Summary

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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