1、 Benchmark Insights The value of virtual agent technology Improve customer service and boost financial results with AI-enabled systems How IBM Cognitive Care can help World-renowned brands have transformed their contact centers with IBM Cognitive Carea customer engagement center powered by data,AI,a

2、nd hybrid multi-cloud technology that dynamically supports both customers and live agents.IBM Cognitive Care can help your enterprise achieve not only a technology and process transformation,but also a lasting cultural shift in your organization.For more information,visit Joe Petrone,Gillian Orrell,

3、and Carolyn Heller Baird Key takeways Significant financial benefits 99%of study respondents report reduction in cost per contact as a result of using virtual agent technology(VAT).A recent Forrester Consulting study estimated that a large organization that implements VAT can achieve$5.50 cost savin

4、gs per contained conversation.1 Our analysis reveals an average containment rate of 64%with a 38 percentage-point swing from highest to lowest.94%of VAT Leaders have already achieved or exceeded their business case.Satisfaction scores increase Some organizations fear VAT could cause significant decr

5、eases in customer and employee satisfaction.However,we found average improvements of 8 and 7 percentage points in customer and agent satisfaction,respectively.Average human agent handle time dropped by 12%.VAT Leaders achieve even more:average improvements of 12 and 9 percentage points in customer a

6、nd agent satisfaction and a 15%reduction in handle time.Leaders implemented early,integrated VAT with backend systems,and trained it on high volumes of contacts.Rising to the challenge When COVID-19 struck,organizations with mature VAT capabilities rapidly expanded operations to support business con