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Forrester Research: Good Alone, Better Together: Integrating Chat and Virtual Agents

Nuance


Abstract:

In their quest to deliver an improved Web service experience, leading companies have turned to virtual assistants and live chat, deployed either standalone or side-by-side. But according to Forrester Research, companies are missing a huge opportunity by not fully integrating the two—considering those who have are realizing higher-than-average CSAT scores, increased sales and reduced operational costs. Learn how an integrated Web self-service approach can help you improve customer satisfaction and loyalty, while lowering costs.


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