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That’s where the use of an AI-powered virtualagent comes in — for a fraction of the cost of a human agent, an intelligent virtualagent (IVA) is available to assist customers 24 hours a day, 365 days a year. When it comes to customer satisfaction, how do virtualagents compare with live agents?
With easily scalable virtualagents, hold times are eliminated. A live agent deals with anything handled outside of self-service. Those customer service reps have an assistant within the virtualagent. AI takes the brunt of the repetitive nature that contributes to customer service agentburnout.
The AI puts that company’s query at the top of the queue and routes it to the most suitable agent with an Automatic Call Distribution (ACD) system so that they can get support quickly. Analyzing Big Data Callcenters collect a huge amount of data on their customers and how they interact with their businesses.
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