2. A Message from David Lloyd, IntelliResponse CEO 4
How to Read this eBook 5
Section 1: Key Drivers of Digital Self-Service 6
Meet the New Digital Consumer 6
Today’s Consumers Are Always Connected 7
Digital Self-Service: Why Should Businesses Care? 9
Section 2: How to Deliver Optimal Digital Self-Service 12
Intent Recognition: The Foundation of Modern Digital Self-Service 12
Intent Recognition vs. Status Quo 13
Virtual Agents: The Optimal Digital Self-Service Solution 14
Virtual Agent Technology: Important Features 15
How Virtual Agents Provide an Effortless Customer Experience 16
Virtual Agent Success Story: High-Growth Airline Reduces Customer Effort 17
How Virtual Agents Reduce Costs 18
How Virtual Agents Drive Additional Revenues 23
How Virtual Agents Help You Better Understand Customers 26
Voice of the Customer Insight: Use Case Examples 27
Section 3: Importance of Multiple Channels 32
Ensuring Consistent, Accurate Answers Across All Channels 32
The Mobile Channel 33
The Social Channel 36
3. Section 4 : The Live Support Channel 37
The Vicious Cycle in the Live Support Channel 38
How Virtual Agents Add Value in the Live Support Channel 39
What Kind of Results are Reasonable to Expect? 40
AHT Reductions and FTE Equivalent Savings 41
Section 5: Deployment 43
Best Practices & Tips for Deploying Virtual Agents 43
Section 6: 9 Key Takeaways 49