tendencias 2016 17 virtual agents
TRANSCRIPT
Still not sure about Virtual Agents in CC?
I n v e s t i g a c i ó n y D e s a r r o l l o
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50% of customers think it’s important to solve product issues themselves and 70% expect a company’s website to include a self-service application.
Self-service adoption will continue to increase year after year. In fact, Gartner predicts that by 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human.
Customers increasingly rely on self-service
73%
Self-service
Phone
68%
58%
Chat
37%
Top 10 Customer Experience Trends for 2016 – by FONOLO.
76%
Help or FAQson a companywebsite
68%
Voice self-service
58%
Virtual agents
37%
Mobile self service
Live chat A m u s t h a v e
Co-browsing allows customer service representatives to manipulate a customer’s browser by sending webpages that contain relevant information.
LIVE CHAT
Source 1:
73% Phone
68% Email
58% Chat
37% Twitter
76% Help or FAQson a companywebsite
68% Voice self-service
58% Virtual agents
37% Mobile self service
Source 2:
Virtual Assistants
GARTNER - Strategic Planning Assumptions - https://www.gartner.com/doc/3142020?refval=&pcp=mpe#a-130036689http://www.callcentrehelper.com/poll-when-will-robots-take-over-customer-service-79665.htm
By 2018
20% of all business content will be authored by machines.
40% of mobile interactions will be handled by smart agents, and the post-appera will begin to dominate.
Digitalassistants
Virtual BusinessProcess Assistants
Virtual CustomerAssistants
Robots Autonomoussoftware agents
AprendizajeAutomático
Xerox
“Le doy la bienvenida a los asistentes virtuales y ya los utilizo en consultas…”:
“ S t a t e o f C u s t o m e r S e r v i c e M e d i a ” – V i r t u a l A g e n t s
41% Nunca tendrá contactotelefónico con un call center
68% Internet será considerado como “un derecho humano”Internet cobrara mayor presencia.
19,3%Generación (Z)
14,8%Millennials
(Y)
11,2% Generación (X)
“Prefiero hablar con una persona para resolver un problema…”16.1%Generación (Z)
17.5%Millennials
(Y)
17.6% Generación (X)
