Service delivery is a critical factor for success in any sector, the rise of self service as a means of service delivery is referenced cross sector.
CRM and specialist FAQ vendors are flooding the market place with solutions to a business need that is still maturing, providing systems that allow end users to find answers to common questions, however for a solution to be effective it needs to go further than purely handling first level enquires, a solution should go further including a highly useable interface, allowing users to interact in natural language without the need to navigate a reference table of FAQ’s.
Furthermore, recent studies in the rise of self service reveal that for a solution to be effective it needs to go further than simple FAQs; handling processes, making decisions, and where required escalating the enquiry to the call the centre, with the transcript of the interaction so far!
This is where VAL comes in.
adepteq in partnership with Creative Virtual Ltd have created a virtual call centre agent that outstrips the competition!
To obtain more information about VAL contact our experienced consultants on: info@adepteq.com
VAL - Our Virtual Assistant for Local Authorities is live in Bath and North East Somerset Council.
