Crush Your Competitors with Digital Self‑Service

The Digital Economy Is Merciless: There Will Be either Clear Winners or Abject Losers – No Split Decisions

The modern digital era brings two characteristics that organizations find enormously challenging to manage. First, the volume of knowledge being created in digital form each day is astronomical. And second, today’s consumers expect to be able to go online and self-serve for answers to their questions. This puts the onus on organizations to ensure their digital channels are equipped to accurately match every incoming customer service question with its single correct answer. Not to mention, provide this answer instantly, with no live agent interaction.

The only way to achieve this with any accuracy is with technology that understands the intent behind every customer question, regardless of how the question may be phrased. For organizations that fail to deliver an accurate and complete digital self-service experience like this, the news is not good...Organizations that win in the digital economy are those that clearly understand the new expectations of today’s consumers when it comes to digital self-service.

Getting Digital Self-Service Right HAS to be Job One

The consumer of today is discerning, impatient, self-reliant and intolerant of being let down. Considering the modern consumer’s unforgiving attitude toward service missteps, securing and protecting customer loyalty with superior online self-service is mission-critical. But meeting customer expectations is just the first step...

The second step is to capitalize on the earned ‘goodwill’ of a satisfactory resolution with a RELEVANT marketing offer that naturally opens the door to online purchases.

And the third step is to systematically extract data from these transactions into actionable customer insight, to continually refine your customer offerings. This is the ‘1-2-3 punch’ you need in order to knock competitors out of contention. And today’s leading Virtual Agent solutions combine all three capabilities in a single technology.

What are Virtual Agents?

At their core, Virtual Agents are software services that answer customer questions in self-service environments across multiple interaction channels like the corporate web, mobile, and social. The best of them combine a unique front end consumer experience and conversational style with advanced knowledge management platform capabilities to help enterprises manage and utilize their vast stores of knowledge.

Why does Traditional Search Fail in Self-Service Environments?

Traditional website search algorithms are not optimized to interpret questions. As a result:

Less than 50% of traditional website searches actually return expected results. Users must parse through a list of potential options that may contain the information they requested in customer self-service environments, task-oriented customers want the one right answer to their question, which requires specialized search methodology. Virtual Agent software uses a combination of machine learning technology and Natural Language Processing to match the intent within a question to a specific answer. As a result, it consistently delivers the one right answer an unbeatable 80% to 90% of the time.

Primary Benefits of Virtual Agents

Leading Virtual Agents equip your customer interaction channels with the ability to answer customer questions by intelligently recognizing the intent behind each question. In this way, a Virtual Agent can deliver the single accurate answer to a question regardless of the hundreds of ways a question can be phrased.
Using this same intent-recognition technology, Virtual Agents can deliver relevant marketing offers to your customers, right alongside the delivered answer.
Virtual Agents provide high-value voice of the customer insight, by automatically capturing every question asked, in the natural language of the customer and delivering this insight in a highly visual, interactive way.

Next Steps?

Gartner predicts that by 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human. The time to deploy a virtual agent solution is now. IntelliResponse Virtual Agents deliver cost savings, revenue opportunities, and voice of the customer insight to hundreds of organizations worldwide. Contact us today to see how we can help your organization meet the needs of today’s digital customer.

Get a Free, No Obligation Analysis of Your Website’s Self-Service Performance Compliments of IntelliResponse and Forrester Research, Inc.