Special Reports: The Evolving Role of Virtual Assistants In Customer Experience
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As a direct result of the pandemic, 82% of consumers are now more comfortable using digital channels such as self-service virtual assistants.
As call volume spiked and contact center workers became more scarce in 2020, customers across all demographics quickly learned that virtual assistants and self-service were their best chance at receiving accurate information and fast service, if their brands offered such channels.
These trends, among many more, are shaping what consumers want in CX, and how brands are responding.
Featuring CCW Digital’s latest research, as well as insights from: Colin Crowley, VP of Customer Experience at Freshly, Micah Solomon Best Selling Author, Forbes Writer, and “The Worlds #1 Customer Service Turnaround Expert” by Inc. Magazine, as well as Raj Koneru, the CEO of Kore AI, this report will cover:
• The latest consumer demands and how they impact CX channels
• Where exactly customer service should double down on automation
• How virtual assistants are actually enhancing agent productivity
• Case study driven analysis and real-world examples on virtual assistants’ impact
