The changing face of customer experience

The customer service industry has seen a dramatic transformation in the last decade and there is no sign of this slowing down. The next major shift is towards self-service, with Gartner predicting that over the next two years, 85% of customer service interactions will begin with self-srvice. And even today, 98% of people prefer not to speak with a person directly during a customer service interaction. These data points highlight a key opportunity contact centers face today and Virtual Agents offer a way to facilitate this change in customers' expectations.

Get the full read here, as David Chase explores the reality of deploying a virtual agent and if it is possible to achieve a 75% cost reduction in transaction handling cost.