Advanced Intelligent Automation (IA) virtual agents shift the burden of repetitive, rules-based queries and work away from human agents. They will free up human agents’ time to focus on higher-value conversations that impact customer relationships and brand loyalty, something South Africans are particularly good at. And while the answers or actions that the latest chatbots can provide are impressive, they don’t perform like human agents,” he says. Human agents can act as both assistants and advisors to customers. Virtual agents are increasingly being used to automate the high volume, time-urgent, and repetitive conversations that human agents are still being forced to have.

Source: The North Africa Journal September 07, 2023 14:46 UTC