To Improve Customer Service Robots Enable Humans - InformationWeek

Companies today have a customer service problem, and fixing it is more complicated than flashing an eager smile. Consumer-facing businesses are grappling with how best to meet the fickle expectations of real people in an increasingly automated and digital world. At the center of the issue are automated customer service systems, also called "virtual agents." These agents are software programs designed to help customers answer questions, perform basic tasks, or solve problems without talking to an actual person. We've all used them, and in many cases they work great. By answering a few questions from a computer with a friendly voice, you can pay your bill, order a new service, reset your password, process a return, or complete dozens of other tasks without having to "hold for the next available representative."