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The Rise of the Virtual Agent - How Siri Made VA's A Household Name

THE RISE OF THE VA 2011 O The year Virtual Agents became a household name because of... Siri. From 2009 to 2012 the number of customers using online 57% self-service 65% increased from THE REALITY increases in online customer service EMAIL 1 20% FORUM 19% FAQS 110% CHAT 113% VIRTUAL AGENT 128% A good virtual agent answers customer questions 90% of the time (yes that's almost 100%) VIRTUAL AGENT PREDICTIONS 2013 15% of Fortune 1000 companies will use a virtual agent 2015 50% of online self-service search activities will be via a virtual agent ft in You Tube MOBILE SOCIAL WEB Virtual Agents today are deployed over the omní-channel For more information on Virtual Agents visit: POWERED BY Q INTELLIRESPONSE www.intelliresponse.com SOURCES: Leggett, Kate. "TechRadar " for AD&D Pros: Contact Center Solutions for Customer Service, Q2 2013." April 17, 2013. Forrester Research, Inc. Leggett, Kate & others. "Understand Communication Channel Needs to Craft your Customer Service Strategy". March 11, 2013. Forrester Research, Inc. Moaz, Michael & others. "Predicts 2012: CRM Customer Service & Support Staggers into the Posthuman Age". Gartner, Inc. Roekens, Gregory. "The Rise of the Virtual Assistant". Spring 2012. http://wunderman.com/ideas/the-rise-of-the-virtual-assistant Van Lun, Erwin. "Artificial Virtual Assistant Market Meets Future Predictions". Mar 17th, 2011. August Ist, 2013.

The Rise of the Virtual Agent - How Siri Made VA's A Household Name

shared by intelliresponse on Sep 15
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Before the advent of Siri and Google Now, there was Clippy. Predating Clippy, Microsoft’s early attempt at virtual assistants, was Microsoft Bob. Virtual Assistants, or Virtual Agents, have been aro...

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