Adopting a virtual agent can transform your contact center operations. Organizations that have already adopted these solutions are reporting that virtual agents are able to deliver service and manage customer interactions for pennies on the dollar compared to human-assisted support.

With AI self-service, contact centers can keep costs down while simultaneously improving key metrics such as first contact resolution (FCR) and customer satisfaction.

What is a Virtual Agent?

A virtual agent is a software solution that’s able to respond to the intent of the user or caller and provide information to resolve customer problems. Virtual agents use scripted responses or carefully designed and prompted generative artificial intelligence solutions such as OpenAI.

Because they are powered by conversational AI, virtual agents are able to generate answers and automate customer interactions with human-like responses. Plus, they can handle both voice interactions or an array of digital channels by interacting conversationally with customers through WhatsApp, via SMS, and email exchanges.

Why Adoption is Skyrocketing

According to the recently published 6th edition of the Salesforce State of Service Report, 61% of customers would rather use self-service for simple issues.

But, of course, for customers to succeed in resolving their issue on the first attempt, self-service must be highly effective. Because virtual agents respond to intent and are able to generate human-like responses, they are much more effective than traditional self-service, which relies on menu-drive prompts that fail to replicate the conversational human experience.

Intelligent AI-powered self-service options generate effortless and engaging customer experiences that save time and increase satisfaction.

Adoption of virtual agents continues to grow rapidly. A recent survey by Cavell Research found that 40% of companies that are using or planning to use virtual agents say over half of their agents will be virtual by 2028. This represents a sea change in how contact centers operate.

Start Reaping the Benefits

The massive potential for ROI through improved self-service sounds attractive, and advances in AI technology open new possibilities, but how do you know where to start? We recommend you keep things simple. Gain quick wins, and expand your use of conversational AI from there.

The most common use cases for virtual agents involve relatively repetitive inquiries. And while simple inquiries are the low-hanging fruit for self-service, advances in conversational AI also allows for greater responsiveness to customers' follow-up questions. This means you can start with simple inquiries, and expand to ever more complex customer problems.

Some of the most common use cases for AI-powered self-service include: management appointments and orders, supporting sales, travel reservations. But, in fact, the range of customer problems virtual agents are equipped to handle is endless.

A virtual agent becomes even more powerful when fully integrated with a contact center solution. When integrated, full context is available to live agents during escalations from the bot to human service, allowing for a true omnichannel customer experience. Because there is no need to repeat information, customers experience less frustration and rate their satisfaction more highly, raising CSAT scores.

Make no mistake that live agents offering voice and digital service are still valuable. But, moving forward, they will increasingly be reserved for complex issues that require advanced problem solving and a human touch. Conversational AI-powered self-service and automation will handle an increasing proportion of interactions across all channels.

Automation and self-service are now inextricable from customer experience

With rapid advances in conversational AI and a growing consumer preference for quick, convenient service on a 24/7 basis, self-service and automation have become essential for contact centers. A number of key use cases are low hanging fruit to deflect to self-service powered by a virtual agent. The number of proven use cases is expanding rapidly. This is only the tip of the iceberg of what’s possible!

Best of all, by leveraging conversational AI, contact centers that seek service cost reductions by deflecting to self-service don’t need to do so at the expense of customer satisfaction. Instead, virtual agents allow customers to enjoy quick, convenient, and effective interactions on their channel of choice at any hour of the day. That’s why contact centers that leverage AI to offer next generation self-service enjoy a sustainable competitive advantage powered by superior CX outcomes.

Learn more about what a conversational AI powered virtual agent can do for your business here. The 8x8 Intelligent Customer Assistant is a user-friendly, AI-powered virtual agent solution that enables businesses to create engaging self-service experiences across both voice and digital channels.