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Virtually Speaking

Customers are Loving Intelligent Engagement Technology (And You Should Too!)

Posted by Next IT on Dec 10, 2015 6:56:18 PM


The benefits of automated customer service are obvious: Broader reach, faster resolutions and lower costs top the list. But the struggle has always been in delivering a seamless and rich experience that leaves customers feeling validated, accomplished and, let's just say it… loved! Thankfully, the market of self-service engagement solutions has evolved into a landscape that includes (and sometimes combines) natural language, artificial intelligence and contextual intelligence capabilities. That means brands are now able to craft and control the experience that their customers are having to a much greater degree.

Market adoption of one such technology, intelligent virtual assistants, has been especially rapid thanks to the introduction of on-device IVAs like Siri and Cortana. In addition, there have been a growing number of enterprises that are putting IVAs to work serving customers on their own websites and apps, as well as serving employees in contact center and HR environments.

One such company is Amtrak. In 2012, Amtrak partnered with Next IT to build its intelligent virtual assistant, Julie. In addition to helping the railroad service control call center costs, Julie has been instrumental in achieving the company’s larger goal of increasing customer satisfaction.

That’s why Amtrak travelers keep coming back to Julie, who’s been delivering some pretty impressive results:

  • 375K daily visitors
  • Over 5 million questions answered annually
  • 50% year-over-year-growth in Julie’s usage

Each and every day, Julie helps travelers accomplish their goals online more easily, and she’s continually learning how to be more effective.

If you’d like to learn more about Amtrak's Julie, read the case study that details her accomplishments so far.

Going beyond individualized company and customer results, a recent article by leading tech analyst firm Opus Research says that while difficult to measure in exact terms, along with a 20% boost in self-service rates, companies deploying the technology have seen a “material increase in customer satisfaction.” The article goes on to list the 5 reasons why intelligent assistants are vital to successful customer experience:

  • They quickly and effortlessly handle your most frequent contacts
  • They employ input from your best reps and agents
  • They fulfill on the promise of personal service
  • They respond to the competitive pressure toward digital (multi-channel) support
  • Finally, the general public is learning to trust their intelligent assistants

Automation and satisfaction, as it turns out, are not mutually exclusive after all.

Topics: Customer service, Business, Intelligent Virtual Assistants (IVA), User Experience