As the demand for business automation continues to grow, companies are slowly but surely adopting interactive virtual assistants to address their customers’ needs. In 2019, the global smart virtual assistants (VAT) market was $ 2.166 billion and was expected to exceed 33% of the compound annual growth rate during the 2020-2025 forecast period.

Increased use of smartphones can drive market growth. In addition, automation technologies, including artificial intelligence and robotic process automation (RPA), have been introduced in various fields, so the integration of automated Internet of things (IoT) and artificial intelligence (AI) into Service organizations will help advance smart technology.

In this article, we shall look at four key trends that will shape the future of interactive virtual assistants.

  1. Conversational artificial intelligence

 One of the most notable changes is the increased focus on customer conversations. They influence brand awareness, loyalty, and purchasing decisions.

For many brands, this is not just an impressive website or showcase. As competition intensifies in all walks of life, every conversation with customers will have an impact on the success of the business.

Conversational AI can dramatically improve human perception. Whether your customers call, text, or chat online, they can always get a good first, second, and third impression.

  1. “Do it yourself” and vendor methods

Perhaps your company has decided to implement an artificial intelligence strategy to take care of customers. Big! But now?

Some companies may choose to do it themselves, while others rely on vendors to help them develop, implement, and support before, during, and after launch.

There are currently many tools that make it easy to create your own AI applications, but simplicity doesn’t mean it’s easy. Building applications with complex business rules and configurations require urgent speech, natural language processing (NLP), and teams of IT experts.

Despite the advantages and disadvantages of creating or buying, partnering with vendors has clear advantages: it can bring expertise in using AI, broad access to anonymous data for continuous customization and quick start-up, and experience design. Of the user. Understanding.

For AI, this may not produce the best results. Thus, 2019 could be the year in which more and more companies move away from DIY and turn to VAT experts.

  1. Reconsider success

What is success? Over the years, many companies have focused on standard contact center metrics to judge customer service performance. However, with the advent of IVA, chatbots, and other AI-powered automated technologies, it’s time to think more about measuring success and discovering future improvements.

For companies looking to maximize customer service, they can still focus on things like First Contact Solution (FCR) and CSat. However, you should also add new metrics, such as upsell revenue growth or new sales opportunities, customer workload (how easy the job is to do), and even agent satisfaction and turnover employees.

  1. Goodbye chatbot?

Chatbots haven’t lived up to customer expectations. This is because chatbots are only as smart as their technology, which is why they are limited to customer service jobs. While they are great for automating simple tasks, they are far from conversational.

It’s time to think about conversational AI on each channel using a multi-channel approach, which means being able to understand context and consistency. Customers don’t want to feel like they’re chatting with bots; they want to be able to talk to people who can solve their problems quickly and efficiently.

Therefore, in the near future, we may see more companies using multi-channel VAT for customer service.

Only time will tell where IVA will lead this year in customer service, but it’s safe to say … they aren’t going anywhere, they’re just getting better.


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