Used in the right way, virtual assistants make digital journeys quicker for your customers and more efficient for you, helping you evolve towards digital-first customer service.
In a traditional CX scenario, a customer chooses their preferred channel and then engages with a CX advisor with their target organisation. This is generally via voice, chat or messaging. This can provide a good customer experience, but it’s extremely costly to staff to ensure that wait time is short across all channels with skilled advisors.
