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Virtual assistant for Improving Client Engagement.

In the last several years, emergence of social media marketing, mobile smart phones, big data, analytics and cloud has been fundamentally changing our lives and the way in which we work and interact. These forces have increased customer's expectations, pushing the enterprises to reconsider their end-to-end customer experience strategy. Customer engagement solutions should give attention to providing an enhanced direct experience and help enterprises increase revenue, expand margins, improve customer care and retention, and provide much-needed differentiators in this competitive world.

Virtual Assistant technology is just a new area that might be integrated with the existing applications, helping users to converse in natural language with a lifelike online avatar that responds for their queries in text or voice. They offer a personalized experience that reduces the need of being in touch with support team; builds a brand image and increases customer satisfaction. Maybe it's integrated with the existing applications as well extending them and adding value to the services they offer.

Here we explore on what Virtual Assistants might be put into the Omni-channel communication solutions and talk about solutions developed for the insurance domain to help streamline and improvise their customer engagement opportunities.


Introduction

Customer expects the correct response for their queries once they visit a support website or contact the helpdesk. They expect their queries answered, problems resolved so your overall experience becomes a satisfying one. Not meeting their expectations would result within an unsatisfied customer and hence a loss to the enterprise brand. Other challenges in providing high quality service are the indegent experience with support via web, phone or email, lack of product knowledge, long call waiting queues and linguistic misunderstandings etc.

Enterprises can significantly increase their brand value and sales by providing customers with fast and correct responses through a fruitful customer engagement services. It will also help them improving their services, increasing customer care and retention. Enterprises can leverage virtual assistant solutions improving their various customer service functions including enrollment form filling, first notice of loss claim, front desk, meeting reminders and other personalized services.