Skip to main content

Save or Share this Report

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

Primary author headshot


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.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($745 USD).


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

Recommended Research