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The Sophisticated Virtual Agent
The Sophisticated Virtual Agent
Changing the Face of Self-Service
RELEASE DATE
17-Oct-2013
17-Oct-2013
REGION
North America
North America
Research Code: 9857-00-3F-00-00
SKU: IT00145-NA-MR_01139
$1,500.00
In stock
SKU
IT00145-NA-MR_01139
Description
The focus of this Market Insight is the use of speech or text-driven agents as a supplement to or replacement for live agents in the contact center. Interactive Voice Response systems (IVR) and other self-service channels have been used to offload more expensive agents in the contact center for decades. More recently, Virtual Agents – automated, speech and text-enabled – have introduced a new level of self-service capabilities to the contact center. This insight explores the dynamics surrounding the use of these agents to offload and assist live agents in the contact center, and where things stand in this realm heading into 2014.
Table of Contents
Executive Summary
Making Sense of the Automated Landscape
Solution Provider Approaches and Use Cases
Summary: The Case for Virtual Agents
Recommendations
Popular Topics
The focus of this Market Insight is the use of speech or text-driven agents as a supplement to or replacement for live agents in the contact center. Interactive Voice Response systems (IVR) and other self-service channels have been used to offload more expensive agents in the contact center for decades. More recently, Virtual Agents automated, speech and text-enabled have introduced a new level of self-service capabilities to the contact center. This insight explores the dynamics surrounding the use of these agents to offload and assist live agents in the contact center, and where things stand in this realm heading into 2014.
No Index | Yes |
---|---|
Podcast | No |
Author | Nancy Jamison |
Industries | Information Technology |
WIP Number | 9857-00-3F-00-00 |
Is Prebook | No |