By Ross Feldman Chief Technology Officer - Banking, Insurance, HP Enterprise Services
Ross posted an article a few weeks ago that generated quite a bit of interest,”How to Leverage Virtual Agents in a Competitive Environment”. As a follow-up to that blog, David Sparks coordinated this 2-part interview with Ross.
By Ross Feldman, CTO for the Banking and Insurance groups
In today’s tough and increasingly competitive business environment, how a company manages customer relationships can a crucial factor in its success, or even its survival. Both consumers and business-to-business customers now expect more diverse and convenient ways to contact an organization. For many customer-oriented organizations, virtual agents (VAs) are a logical way to deliver rapid responses, while at the same time reducing their overall contact center costs.