{"id":47946,"date":"2021-06-16T08:23:41","date_gmt":"2021-06-16T15:23:41","guid":{"rendered":"\/us\/en\/blog\/?p=47946"},"modified":"2024-08-06T06:53:56","modified_gmt":"2024-08-06T13:53:56","slug":"contact-center-virtual-agents","status":"publish","type":"post","link":"\/us\/en\/blog\/contact-center-virtual-agents\/","title":{"rendered":"6 benefits of contact center virtual agents"},"content":{"rendered":"<p><strong>Highlights:<\/strong><\/p>\n<ul>\n<li aria-level=\"1\">Virtual agents are sophisticated software programs that understand human language<\/li>\n<li aria-level=\"1\">Virtual agents assist human agents by answering easy questions quickly<\/li>\n<li aria-level=\"1\">There are six benefits virtual agents offer contact centers, including greater efficiency and a better customer experience<\/li>\n<\/ul>\n<hr \/>\n<p>There\u2019s a good chance that in your personal life, you use virtual agents frequently. You probably think of them as chatbots, but virtual agents are more sophisticated than that.<\/p>\n<h2>What are virtual agents?<\/h2>\n<p>A <a href=\"https:\/\/www.ringcentral.com\/virtual-agent.html#ring-cc-off\">virtual agent<\/a> is a messaging window that pops up in the corner of a website when you visit.<\/p>\n<p>It\u2019s software that follows certain rules to provide answers or directions based on customer questions.<\/p>\n<h2>What\u2019s the difference between virtual agents and chatbots?<\/h2>\n<p>Chatbots are much simpler than virtual agents. A chatbot gathers information from a customer, deals with basic questions, and can carry out simple tasks like scheduling a callback.<\/p>\n<p>A virtual agent, on the other hand, makes use of <a href=\"https:\/\/towardsdatascience.com\/your-guide-to-natural-language-processing-nlp-48ea2511f6e1\">natural language processing<\/a> (NLP). NLP is a field of artificial intelligence that gives machines the ability to read, understand, and derive meaning from human language.<\/p>\n<p>With NLP, a virtual agent can actually understand what a customer says, rather than just scanning for certain phrases. Virtual agents can comprehend a customer\u2019s intent and provide personalized, relevant responses.<\/p>\n<p>Here\u2019s an example of a virtual agent in action: Lucy orders a picture for her new apartment. During the order process, she accidentally enters her old address. Lucy only realizes her error after leaving the site, so she goes back to the site and asks the virtual agent about how to update the address on her order.<\/p>\n<p>The virtual agent understands exactly what Lucy wants to do and is able to carry out the request.<\/p>\n<h2>Will contact center virtual agents take away jobs from humans?<\/h2>\n<p>The media has made a great deal of how AI will lead to people losing their jobs. When it comes to contact centers, that\u2019s just not the case.<\/p>\n<p>Contact center virtual agents supplement, not replace, human agents. They free up human agents to deal with more complicated interactions. For example, a human agent doesn\u2019t have to handle password resets \u2013 a virtual agent can easily and quickly give a customer that information.<\/p>\n<h2>Benefits of contact center virtual agents<\/h2>\n<p>Virtual agents can provide a number of benefits to your contact center, including:<\/p>\n<ol>\n<li aria-level=\"1\">24\/7 availability<\/li>\n<li aria-level=\"1\">Assist human agents<\/li>\n<li aria-level=\"1\">Better data gathering<\/li>\n<li aria-level=\"1\">Better lead generation<\/li>\n<li aria-level=\"1\">Improved customer experience<\/li>\n<li aria-level=\"1\">Constantly-improving AI<\/li>\n<\/ol>\n<h3>Virtual agents are available 24\/7<\/h3>\n<p>One of the biggest <a href=\"https:\/\/www.ringcentral.com\/virtual-agent.html\">benefits of virtual agents<\/a> is that they\u2019re available 24 hours a day, seven days a week.<\/p>\n<p>Your customers won\u2019t always access your website during business hours. That doesn\u2019t mean you should miss out on opportunities to help them, though. A virtual agent will always be ready to answer customer questions.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-47947\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/06\/woman-typing-on-her-computer.jpeg\" alt=\"Business woman answering the phone with a smile, receiving good news\" width=\"540\" height=\"330\" \/><\/p>\n<h3>Virtual agents assist human agents<\/h3>\n<p>As mentioned earlier, <a href=\"https:\/\/www.ringcentral.com\/virtual-agent.html\">contact center virtual agents<\/a> won\u2019t replace human agents; rather, they assist them.<\/p>\n<p>There are times when contact centers can experience much higher volume (<a href=\"https:\/\/www.orange-business.com\/en\/magazine\/contact-center-continuity-essential-covid-19-crisis\">to wit, the events of 2020 had people cancelling or rescheduling trips en masse)<\/a>. That puts a great deal of pressure on agents to handle interactions effectively, while ensuring a positive customer experience. Virtual agents bridge the gap; they answer easier questions that are still critical to customers, so human agents can deal with more challenging queries.<\/p>\n<h3>Virtual agents offer better data gathering abilities<\/h3>\n<p>Every time a customer interacts with a virtual agent, the virtual agent gathers information. That information can be analyzed in aggregate, to give decision makers greater insight into the customer experience.<\/p>\n<p>We\u2019ll illustrate with an example: the virtual agent has been fielding a high volume of customer inquiries about a new feature. From all of these interactions, <a href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a> supervisors can see a pattern \u2013 there are common questions and complaints. In addition, supervisors can also tell where people are contacting them from, what time of day they\u2019re sending messages, and how long the average interaction lasts.<\/p>\n<p>That information helps business leaders make the right decisions for the company. It might be that the new feature of a product isn\u2019t working, and it should be refined in future releases.<\/p>\n<h3>Virtual agents enhance lead generation<\/h3>\n<p>Because virtual agents are so good at gathering information, they can play a critical role in lead generation.<\/p>\n<p>Let\u2019s say Alison wants to buy a new car. She browses the site of a local dealership to get a sense of what\u2019s on the market. The dealership has a virtual agent on its site. It greets Alison and asks her how it can help her today.<\/p>\n<p>Alison tells the virtual agent she\u2019d like to buy a new car. The virtual agent learns what Alison is looking for in a vehicle, and it gathers her contact information. It passes off her information to a salesperson, who can reach out to Alison personally to help her find a new car.<\/p>\n<h3>Virtual agents improve the customer experience<\/h3>\n<p><a href=\"https:\/\/templatelab.com\/american-express-study\/\">Over 60% of American customers<\/a> prefer an automated self-service option to solve simple issues. They don\u2019t want to waste time waiting on hold for information they can find on their own.<\/p>\n<p>Virtual agents improve the customer experience by making it faster and easier for customers to get the information they need. That creates a much more pleasant experience, and boosts the odds that customers will come back to you in the future.<\/p>\n<h3>AI is constantly getting better<\/h3>\n<p>During every interaction, a virtual agent learns something new. The AI that powers virtual agents is always gathering new information and attempting to make new connections. That means that it\u2019s always trying to do better.<\/p>\n<p>With every interaction, there\u2019s a chance for the virtual agent to progress and offer an even more satisfying customer experience and better data.<\/p>\n<section class=\"show-demo\">\n<div class=\"title\">\n\t\t\tReap the benefits of virtual agents with RingCentral\u2019s contact center software\t\t<\/div>\n<div class=\"flex-container button-container {{ $description ?: 'spacing' }}\">\n<div class=\"flex-container description\">\n<div>\n\t\t\t\t\tRingCentral\u2019s contact center software offers virtual agents for greater efficiency, effectiveness, and a better customer experience.\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"button-wrapper\">\n                                            <button onclick=\"window.open('https:\/\/www.ringcentral.com\/view_demo_cx.html', '_blank'); return false;\" class=\"show-demo-button\" data-dl-name=\"show-demo\" data-dl-element=\"button\" data-dl-additional-info=\"show demo button\" data-no-auto-dl=\"true\">Get a Demo<\/button>\n                                    <\/div>\n<\/p><\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: Virtual agents are sophisticated software programs that understand human language Virtual agents assist human agents by answering easy questions quickly There are six benefits virtual agents offer contact centers, including greater efficiency and a better customer experience There\u2019s a good chance that in your personal life, you use virtual agents frequently. You probably think &#8230;<\/p>\n","protected":false},"author":29,"featured_media":47948,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-47946","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>6 benefits of contact center virtual agents | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"This article explains what virtual agents are and the six benefits they deliver to contact centers, including greater efficiency.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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layout=\"fixed\"><\/img><\/span><span class=\"by-author-name\">RingCentral Team<\/span><\/a>","rc_author_full_name":"RingCentral Team","rc_author_avatar":"\/us\/en\/blog\/wp-content\/uploads\/2022\/02\/ringcentral-logo-new.png","rc_author_link":"\/us\/en\/blog\/author\/ringcentral-team\/amp","rc_post_categories":"<a href=\"\/us\/en\/blog\/category\/trending\/customer-experience\/amp\">Customer &amp; employee experience<\/a>","amp_link":"\/us\/en\/blog\/contact-center-virtual-agents\/amp","excerpt_title":"6 benefits of contact center virtual 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