We’ve researched the methods companies use to measure self-service, uncovered some lesser known ways to improve it and shown how important it is in determining customer experience, especially for mobile customers.
A virtual customer assistant is a computer program that assists customers. The fact that it’s a computer program, at least partially filling the role of a live agent, is what makes it “virtual.”
The fact that it’s described as an “assistant” is important, too. VCAs are not expected to fully resolve customer issues. More often, they’re expected to assist customers by giving them a push in the right direction.
VCAs can be used in a variety of technologies, from electronic informational kiosks to business phone systems where they build upon older IVR technologies. But for now, they’re most frequently encountered online. Online deployments have lower costs and lower technical barriers, so are often the first step for SMBs and enterprises alike.
Chances are good you’ve already encountered a VCA online. At the moment, online VCAs typically take one of two forms:
- A chatbot, in which the VCA powers a chat interaction, often proactively offered to site visitors. These can appear to the end user to be an ordinary live chat window.
- A search box with an extensive collection of autocomplete and automatically suggested phrases that can intelligently guide users’ searches.
Note that in both cases, the VCA implementations seek to intervene in activities in which customers are already engaging. In other words, the VCA isn’t an additional or independent support channel, rather the VCA is added to support existing channels or existing customer behaviors.
Feel free to contact E-SPIN for the various technology solution that can facilitate your chatbot and virtual assistant infrastructure availability and security monitoring.