Unlocking the Power of AI: Businesses Using Intelligent Virtual Assistants Achieve 2x Better Contact Center Outcomes
October 8, 2024
In today’s rapidly evolving customer experience (CX) landscape, increasing agent capacity is essential for businesses aiming to deliver elevated CX while managing costs.
Our latest report, Increasing Agent Capacity with Intelligent Virtual Assistants, explores how AI-powered Intelligent Virtual Assistants (IVAs) are driving superior outcomes across voice and digital channels.
The Growing Importance of AI in Contact Centers
As customer expectations continue to rise, the ability to deliver quick and accurate service has become crucial. Traditional solutions, such as rudimentary chatbots and basic interactive voice response (IVR) systems, often fall short as they rely on pre-determined customer journeys—limiting their ability to truly understand and resolve increasingly complex customer issues.
In contrast, AI-powered IVAs leverage advanced natural language processing (NLP) and AI models to comprehend a wider range of customer intents, making them far more effective at resolving issues quickly and accurately.
This capability not only elevates the customer experience by containing customer interactions. It also significantly increases the capacity of human agents by reducing the volume of inquiries that require escalation.
Why Businesses Are Turning to AI-Powered IVAs
The report found that businesses that have adopted AI for self-service are seeing tangible benefits across their contact center operations.
A few key statistics highlight the impact of AI-powered IVAs:
- Up to 2x better outcomes: Companies using AI for self-service are up to twice as likely to achieve higher containment and first contact resolution rates compared to those that don’t.
- 53% deploying AI across channels: More than half (53%) of businesses using AI for self-service are deploying it across both voice and digital channels, maximizing their ability to contain interactions and improve efficiency.
- 89% of businesses maintaining or increasing investment: A significant majority (89%) of businesses using AI-powered IVAs plan to maintain or increase their investment in the technology over the next 12 months, indicating strong confidence in its ROI.
Looking Ahead: The Future of AI in Contact Centers
The future of customer experience is increasingly intertwined with AI. Our report reveals that businesses already using AI for self-service are significantly more confident in their ability to meet future customer demands—thus driving continued AI investment and positioning these companies as leaders in the CX landscape.
However, the window of opportunity is closing for those yet to adopt AI. With 76% of non-users planning to implement AI within the next year, any latecomers risk falling further behind their competitors.
Now is the time for businesses to act and harness the power of AI to maximize their self-service capabilities and increase agent capacity.
Download the Full Report
Our comprehensive report, “Increasing Agent Capacity with Intelligent Virtual Assistants,” offers deep insights into the benefits of AI-powered self-service, supported by real-world case studies and data-driven analysis.
Whether your business is already using AI or considering its implementation, this report provides the knowledge and tools you need to stay ahead in the rapidly evolving customer service landscape. It also offers deep insights into the benefits of AI-powered self-service, supported by real-world case studies and data-driven analysis.