Personal Preference: Live Agent Or Virtual Agent?

摘要

If you're like me, the answer is, "It depends." If you're a customer service organization, the trick is in understanding when your customers are likely to want to speak with a human, and when they're more than happy to interact with a virtual agent. Regardless of what technology vendors will tell you, thete are certain things self-service technologies can do, and can do well, and there are certain things self-service technologies simply cannot do.