Sarah Day, Windstream
Virtual assistants have been great. [Break]
Site optimization helped, aimed visitors interact with Wendy.
Reduced live chat interactions by 45%. There are topics Wendy can’t resolve–deep matters are where people work best. First chat resolutions are high performing.
Trailed internally fair 3 months a before launching–she recommends this as a best practice.
Customer reactions have been good, “thanks for your help,” also playful. Sometimes she has to remind people that she is a virtual agent.
Key learnings: as long as you have a knowledge base, a you will find partners to help create a workable, optimizables system. VAs will effectively reduce live support hours. Testing and optimization is fun. Customers love the VR.
Be aware of these: was a big process to port all knowledge into single platform, training for maintenance. What resources do you have? You will need more content than you know of and have at hand.