FAQs vs. Intelligent Virtual Assistants — from nlinews.com
Excerpt:
When we know that 96% of people visit a website before they are willing to pick up the phone to resolve a query, it makes it even more important that they get the online help they need. But remember, satisfactory online customer service isn’t just about whether a correct answer was obtained but also the ease of the experience. The key to delivering great intuitive online customer service lies within your choice of an FAQ page or Intelligent Virtual Assistant.
This table shows you the capabilities of both systems, and I know which one I would go for…
From DSC:
Note the “Hand over to live agent” piece of that table…
#etmooc