UJET Unveils Next-Generation Virtual Agent for Less Robotic Interactions
UJET, the ultra-modern cloud contact center platform for customer-centric enterprises, announced the general availability of its Virtual Agent, a new solution powered by artificial intelligence (AI) and UJET’s highly sophisticated next-generation customer experience platform. Unlike other virtual solutions that are optimized to offload agents, the UJET Virtual Agent is designed to truly improve the customer experience. With UJET’s Virtual Agent, businesses can leverage prior interactions to deliver personalized and effective assistance via a natural interaction while improving customer satisfaction and enhancing contact center efficiencies.
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.@UJETco unveils its new Virtual Agent, a combination of conversational #AI and intelligent automation for better #CX and ROI. https://www.ujet.co/virtual-agent
Businesses are steadily turning to conversational AI solutions as a means to improve customer experience, provide 24/7 customer service, personalize interactions, and intelligently manage their contact center operations, including measuring start-to-finish resolutions or agent deflections. According to Gartner’s Predicts 2019: CRM Customer Service and Support, by 2025, customer service organizations that deploy AI in their customer engagement center platforms will increase their operational efficiency by 25%. While a recent study from UJET and Canam Research found that 50% of customer service professionals surveyed said they are planning on implementing a chatbot into their contact center within the next 12 months, and that contact center professionals are predominately looking to leverage AI to reduce repetitive tasks (48%), improve customer experience (CX) (46%), and lower costs (40%).
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“The adoption of intelligence, automation, and self-service capabilities are fueling the evolution of the contact center and customer service. Yet while the positive impacts of intelligence and automation have been felt by contact center agents, the digital experience for customers is still largely fragmented,” said Omer Minkara, Vice President and Principal Analyst, Contact Center and Customer Experience Management, Aberdeen. “With functionality such as intelligent routing and the ability to add multiple specialized Virtual Agents, UJET takes a flexible and modern approach to transforming customer experiences, streamlining operations, and ensuring that companies can get the most out of their virtual agents.”
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