Virtual assistant have been taking on a relevant role and have positioned themselves as one of the main services offered by companies to users.
The onset of the pandemic came to accelerate certain digitalization processes that companies had been developing for some time with respect to their sales and customer service processes, virtual assistants, chatbots have gained relevance.
But what is a virtual assistant?
Some of the meanings we can find online refer to a person who offers administrative support services through some digital means, but in the age of Artificial Intelligence (AI), this is not the definition we are looking for.
For AI, a virtual assistant is a type of support software, oriented to provide help to users to perform certain tasks, automating them. In addition, this type of assistant requires an interface to interact with users, the most common ones being in text and/or voice format.
These assistants are 100% customizable, being able to edit multiple of their characteristics, including their personality, voice type, gender, the type of message they deliver, etc. all of this to make it possible for each chatbot to adapt to the needs and particularities of each company.
The important question is: Why do companies need virtual assistant?
Virtual agents have positioned themselves as a valuable resource for companies, which, being a versatile product, can deliver different services to customers in processes that can be automated, and that can be solved on the spot.
It is for this reason and more, that the benefits that AVs bring to companies are varied, the main ones being time and money savings.
With the time savings
It is possible to delegate processes and tasks that are usually entrusted to a human agent, mainly from the customer service area; with an active virtual agent, other processes that may require more time/availability can be assigned to the human team, leaving the AV to take care of them through its various services and connections, either to databases or APIs, which reduces the waiting time for the user in general.
Using this type of technology opens the door to solve the most common doubts that customers may have, without requiring the intervention of a physical agent, which leads us to the other benefit mentioned, saving money; this mainly because by not needing several human agents for the processes, a substantial saving of the budget dedicated to pay for several human agents is generated; just paying for a virtual assistant.
In addition, another advantage of virtual assistants is multichannel, companies can implement them in different virtual channels for the benefit of their customers: in applications, on websites, and even in “digital terminals” located at certain points of sale, for example; companies can choose the channel that best suits their needs.
Improving the experience
This also leads to improve the perception that users may have of companies that have this type of technology, since it generates a positive appreciation of the value proposition that they offer, giving a current image and that they are up to date with the latest technologies that seek to improve and expand the user experience.
There are several benefits that an AV can generate to a company. Large, medium and small brands are opting for this tool.
It is important that the virtual assistant you implement in your company is really great so that you can visualize the benefits.
Do you know how to create a good virtual agent? We tell you here