Tech-Talk: Virtual agents don’t just make sense to customers, they make sense to your business too

When it first became clear that various AI-enabled tools would play an important role in customer self-service, most prominently in the shape of chatbots, there was a lot of hope that they’d have a positive impact on company finances. Not only would they provide a better customer experience than traditional contact centres, they’d also do so at a much lower cost.

When it first became clear that various AI-enabled tools would play an important role in customer self-service, most prominently in the shape of chatbots, there was a lot of hope that they’d have a positive impact on company finances. Not only would they provide a better customer experience than traditional contact centres, they’d also do so at a much lower cost.