To survive and thrive, today’s businesses have to provide timely and empathetic customer service. However, in an always-on digital world, that is no mean feat. As such, businesses are accelerating their use of virtual agents, otherwise known as chatbots, in both business and consumer markets. Virtual agents have become accepted by customers as a core component of the customer experience and have the potential to build customer satisfaction, drive loyalty and generate higher revenues.
While virtual agents offer businesses the ability to scale their customer service offerings and gain new insights into their customers, not all solutions are equal. Microsoft's Power Virtual Agents can be implemented quickly and easily, can be applied to many use cases and offers intelligence and advanced capabilities to help optimise the customer experience and grow business opportunities.
Each of these types of solutions has a place in the business world. If a chatbot is simply needed to respond to frequently asked questions or perform simple, repetitive tasks, then a stateless solution can suffice. However, if more complex interactions are required, natural language processing is fundamental.