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| Philips introduce two Virtual Assistants |
Philips has seen an 8.9% reduction in call centre volume since the launch of their Virtual Assistant.
The Virtual Agent provides support for all of the US consumer products with the questions and answers being directly associated with a model number. The data is provided from a corporate data store and updated to the Virtual Assistant.
This Virtual Assistant can hand over users to the Live Chat option when appropriate and has achieved a 45% deflection of calls from the Philips call centre and an 8.9% reduction in call centre volume.
Creative Virtual understands how important the Net Promoter Score is to many of our clients, including Philips, and has customised the Survey/Feedback loop to gather this information.
Philips has also launched a different template of the Virtual Assistant on their Magnavox website as well. Site Context allows the user to be given contextual answers within the appropriate brand content depending on the site from which the Virtual Assistant is initially launched. |
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