Boosting Chatbot ROI: Human Agent Request Deflection

In today's digital age, Conversational AI agents can provide quick and efficient support to customers while reducing the need for human customer support agents. Companies like Klarna have already seen success with AI assistants handling a large number of customer service chats. Vonage's no-code/low-code platform called AI Studio allows even small businesses to leverage virtual assistants to yield big savings. To deflect immediate requests for human agents, Vonage has implemented a strategy that helps lower agent requests by up to 30% and ensures users are nudged to interact with the virtual assistant instead of immediately being connected with human agents. This involves creating a new parameter to track user interactions, updating flows to direct users to the virtual assistant, and handling broad queries that might confuse the agent. By implementing this strategy, businesses can increase efficiency and reduce costs while providing better customer experiences.

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