The Sophisticated Virtual Agent: Market Research
(M2 PressWIRE Via Acquire Media NewsEdge) Dublin - Research and Markets (http://www.researchandmarkets.com/research/p9h29l/the_sophisticated) has announced the addition of the "The Sophisticated Virtual Agent" report to their offering.
Despite considerable hype, vendors with speech-driven solutions that were early entrants to the market back in the mid-1990s didn't gain much traction. Indeed, a large number of early companies were either acquired or disappeared.
Back then, there seemed to be a perception that speech technology applications, including Personal Assistants and natural language IVR applica- tions, weren't robust enough, and so wide scale adoption of Speech Assistants was stymied. But the situation today is different as Virtual Assistants in the contact center are fast becoming commonplace.
This Market Insight examines the history and landscape leading up to this development, the technology advancements fueling this change, and the solutions enterprises should investigate in determining if Virtual Agents are a good choice for their contact centers.
The focus of this Market Insight is the use of speech or text-driven agents as a supplement to or replacement for live agents in the contact center. Interactive Voice Response systems (IVR) and other self-service channels have been used to offload more expensive agents in the contact center for decades.
More recently, Virtual Agents - automated, speech and text-enabled - have introduced a new level of self-service capabilities to the contact center. This insight explores the dynamics surrounding the use of these agents to offload and assist live agents in the contact center, and where things stand in this realm heading into 2014.
Key Topics Covered:
1. Executive Summary
2. Making Sense of the Automated Landscape
3. Solution Provider Approaches and Use Cases
4. Summary: The Case for Virtual Agents
For more information visit http://www.researchandmarkets.com/research/p9h29l/the_sophisticated
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