As the world is currently in the throes of battling the latest global health crisis known as COVID-19, the way organizations conduct business has changed suddenly, and perhaps permanently. Businesses across just about every industry and sector are facing two primary challenges: significant spikes in demand for IT support and the need to prepare for an economic recession that now seems imminent.
Conversational artificial intelligence (AI), also known as chatbots or virtual agents, can address both of these challenges, allowing businesses to maximize availability while simultaneously reducing costs.
Sustained and Enhanced Service Levels
With a tremendous uptick in remote working and all the risks and issues that go along with it, IT teams are being inundated with an increasing volume of support requests. Couple this skyrocketing demand with a decreased number of capable and available employees, and you’ve got a recipe for disaster. Virtual agents, powered by intelligent automation, can assist in a number of ways, including:
- Delivering instant, automated answers to commonly asked questions
- Enabling users to report problems and request assistance
- Sending outbound notifications and updates about things like site closures, changes in service hours, or travel restrictions
- Ability to scale on-demand to meet unexpected spikes in support needs
Virtual agents help not only to prevent lapses or delays in service, but because they are available 24/7/365, they have the potential to actual improve service levels – something that would otherwise be impossible in a crisis situation.
Augment Existing Workforce
In situations like the one the world is currently dealing with, there will inevitably be a dip in employee performance and availability. Team members may need to take time off due to illness, request changes in their shifts and, of course, transition to remote working.
Virtual agents can help organizations navigate these changes in circumstances by providing an extra level of support when human agents are not available. Furthermore, intelligent chatbots can be programmed to handle everything from helping employees set up their at-home workstations to assisting with onboarding – all without the need for any human intervention.
Optimizing Resources and Reducing Costs
With an impending economic downturn on the horizon, organizations are under increasing pressure to mitigate damages as much as possible. The ultimate goal is to keep operations running at a minimal cost – all without sacrificing service and performance. Not an easy feat by any stretch of the word.
For a tiny fraction of the average cost of a human agent, virtual agents can enable organizations to restructure their workforce, either eliminating non-essential roles or reallocating their resources so that skilled IT agents can focus on more complex or revenue-generating activities.
Over the coming months, businesses will also be looking for ways to save on things like on premise software, hardware and equipment, opting instead for software-as-a-service (SaaS) solutions that are much more budget-friendly. Cloud-based intelligent automation platforms can help organizations reduce development costs, boost productivity and innovate rapidly.
In business, and in life, there will inevitably be times when we are faced with circumstances beyond our control, whether it’s the current health pandemic or something else. These situations can profoundly impact an organization’s ability to remain functional. Thankfully, technology like AI-powered virtual agents can help soften that blow, providing the ability to not only survive, but even thrive in the face of uncertainty.
Put the power of virtual agents to work for your organization and strengthen your posture against whatever may come your way by launching your free trial of Ayehu today.