Lauren Spinella introduces three potential trends that the introduction of intelligent virtual assistants (IVAs) will bring to the contact centre.
IVAs are typically used by enterprise businesses to effectively communicate with their customer base and provide highly functional self-service.
With IVAs, customers receive both a personal and human experience. They can speak in their own words and be understood, regardless of accent and background noises, across all channels.
IVAs will soon encompass more customer touchpoints and take on more complex tasks than ever before.
With advancements in underlying technologies and possibilities of automating newer use cases – IVAs are set to revolutionise the customer care industry and beyond.
So, without further ado, here are the three trends that you can expect Artificial Intelligence (AI) to bring to the contact centre.
In time, IVAs will only become smarter, process more complex queries than ever and will learn on their own.
IVAs will eventually be able to automate their decision-making based on user interaction and generate dynamic responses without the intervention of a human.
Channel and Device Agnostic
As customers start navigating across channels to complete a transaction, IVAs will need to adapt to their behaviour.
IVA will retain context and information across channels and provide seamless experience.
Eventually, customers would want to use a single or a few selected devices to communicate with the brands they use. This will lead to IVAs working closely with countertop devices such as Amazon Echo or Google Home and Personal Virtual Assistants such as Siri.
Also, many expect to see warm handovers and information sharing between various virtual assistants.