Virtual agents: Use intelligent automation in the front office for efficiency and convenience
Through chatbots, self-service websites, mobile apps, and voice assistants, consumers are becoming quite accustomed to having conversations with machines. Behind the scenes, these machines often use cognitive AI and intelligent automation.
AI and automation can handle mundane, repetitive customer inquiries, leaving agents to handle more complex and fulfilling tasks. Consumers enjoy quicker responses with AI.
Interacting with a bot initially does not mean that the customer is locked into an end-to-end conversation with a machine. As the situation demands, a conversation can alternate between machine and human. A bot can gather details and transfer it to a human agent so the consumer doesn’t have to repeat themselves. An agent can switch back to the bot for reliable, timely customer follow-up.
AI and automation technologies have matured and become more accessible to businesses of all sizes, without undertaking costly, large-scale digital transformations. HGS Digital can help you sift through all your omnichannel, AI, automation, and cognitive options.