Virtual agents are becoming increasingly important to enable companies to handle growingly complex types of queries, as well as to help agents in contact centers to deliver better CX.
Virtual Agents in Contact Centers: A Brief History
In the 1990s, contact centers started to “meet customers where they were,” defined by agents learning how to better handle phone calls, said Rob McDougall, Upstream Works CEO. By the 2000s, chat and email channels were added. Each new technology brought significant, new integration complexities causing information about customer queries to be siloed and often incorrect. With different channels working at cross-purposes, customer satisfaction dropped.