Observed Signal · Aug 2, 2023 · Editorial · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
Virtual Agents in Contact Centers: The New Personalization Era
This article from CMSWire, published August 2, 2023, examines the transformative role of virtual agents (VAs) in customer service and contact centers. It traces the evolution from phone-only support to omnichannel and AI-driven automation, emphasizing that while VAs aid complex transactions and reduce costs, live agents remain the backbone of customer experience. Expert insights from Upstream Works, Actifai, Blue Orbit Consulting, and TechAhead highlight benefits like real-time agent assist, handling routine queries, and emerging AI-powered engagement platforms. However, they note limitations in understanding complex emotions and the need for a balanced human-AI approach. The future points to highly personalized virtual assistants integrated with other technologies.
Insightful analysis of virtual agent trends in contact centers, relevant to MarTech/CX but not a major industry-shifting event.
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Key Takeaways & Evidence Grounding
- Upstream Works CEO Rob McDougall states live agents remain the backbone of customer experience.
- Actifai EVP Jeff Vogt cites a Capgemini Research Institute survey finding one-third of telco consumers struggle to buy products online.
- Blue Orbit Consulting principal Melissa Copeland says agent-assist VAs listen to calls in real-time to support agents.
- TechAhead CEO Vikas Kaushik predicts virtual agents will evolve into highly individualized and sympathetic assistants.
- The article was published on August 2, 2023.
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1 Entity mapped“Vogt pointed to a recent Capgemini Research Institute survey that found one-third of telco consumers find it difficult and time-consuming to...”
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