Where are virtual assistants used?
Virtual assistants are widely used in user support and customer service areas, reducing employee workloads and offering users answers to questions on any day of the week and at any time of day.
Virtual assistants can be trained to answer questions and perform various tasks. The most common uses for assistants are obtaining information and asking for services.
Obtaining Information
Frequently Asked Questions. Virtual assistants are especially suited to provide answers to questions that customer service professionals are frequently asked. Most likely, the answers to these questions have been prepared and are known in advance and are simply rewritten to customers in letters or mechanically agreed. A trained virtual assistant answers most questions asked by users, saving employees time and allowing them to tackle more difficult tasks.
Information Search. To make it easier for users to find information, the virtual assistant can be used as an assistant on a website. It can greet a user, who has opened the site, ask what information he is searching for, and guide him to it.
User Support. The virtual assistant successfully deals with uniform and mechanically-performed tasks - asking the user for data, obtaining information about customer bills, requests, orders, or billing dates, and performs other simple tasks, e.g. resetting passwords or updating contact information. By developing the virtual assistant as a customer service tool, the institution becomes more efficient, which in turn also benefits its employees, who don't have to perform monotonous activities.
Receiving News. The latest news and events can be communicated directly to the user by the virtual assistant.
Requesting Services
Requesting and Receiving Services. A virtual assistant is a good assistant to the customer in searching for the services they require. The customer can find what he’s looking for faster, ascertain more detailed information and find out the relevant costs and prices. With virtual assistant support, the client can request and pay for the service faster.
Reminders and Recommendations. The virtual assistant can provide customers with the information they require in the form of reminders and recommendations.
Offering Services Proactively. By anticipating user needs in a timely manner, the virtual assistant can offer appropriate services.
In order for the virtual assistant to function successfully in businesses and organizations, research should be conducted into customer needs. The most efficient way how to serve customers well is for customer service specialists to collaborate in tandem with the assistant: virtual assistant does monotonous, technical, and uniform jobs, while employees answer the most challenging questions that it can’t.