Hey all,
Had some interesting concerns come up recently. Personal assistants are becoming more broadly accessible, and as a result will begin making voice calls on behalf of users. I've seen a handful in my org, but know this will expand rapidly. Having a virtual agent waiting on hold with no time constraints could severely impact the number of calls we're seeing, and as of now i don't have a great solution for identifying or giving treatment to these inbound AVA tools. Do any of you have experience with deflecting or deflating these calls to ensure the human agents in your organizations are able to handle human callers in a more timely manner? I have noted in the calls that i've seen the agents announce themselves as virtual assistants when the human agent comes on the line, but not before. I've also noted that they seem to be non-players with our IVRs and VAs internally, requesting agent, etc.
#AIConfiguration#ArchitectandDesign#ConversationalAI(Bots,VirtualAgent,etc.)------------------------------
Jason Okowitz
Enterprise Architect
HCA
------------------------------