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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 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. 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
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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